IT Service Desk Technician, Level 1 - Community Credit Union

Company Profile:

Santa Cruz Community Credit Union (SCCCU) is a community-development and low-income certified credit union, serving Santa Cruz County and parts of Monterey County.

Job Summary:

Reporting to the Chief Technology Officer, the IT Service Desk Technician is responsible for tier 1 support for all internal staff’s business systems inquiries, including desktop interface issues and business application support requests. This person will identify, document and resolve the organization’s host system and 3^rd party technical issues, including escalating, as appropriate.   The ideal candidate will have solid technical knowledge / experience and be able to communicate effectively, understand the problem and explain its solution succinctly. 

Duties/Responsibilities:

Serve as the 1^st point of contact for customers/members seeking technical assistance over the phone or via e-mail;

Provide IT-related technical support and troubleshooting to network; desktop and/or systems hardware and software;

Process all new hire set up/transfers/terminations for network, host system and 3^rd party authorization system access;

Create and maintain system documentation, as it pertains to best practices, for system administration and user usage;

Identify, document, investigate, troubleshoot and respond to all internal staff inquiries (support requests, emails, chats, or phone calls), regarding questions, problems, issues, or concerns with any standard business applications;

Initiate troubleshooting and/or problem-solving activities to address employee issues;

Research and document all application issues related to the host system and 3^rd party software, documenting and logging system bugs and referring them to the appropriate internal or external group for resolution;

Maintain user and application system level settings for organization’s systems and manage application-level security for core systems;

Refers issues regarding policies and procedures to the Chief Technology Officer, or other department managers, as appropriate;

Monitor response time to address/resolve issues and meets/exceed expectations for responses; report weekly to the VP regarding issues, tracking and progress;

Attend bi-weekly site visits to all branch locations; complete all related projects and checklists for each specific site (as assigned);

Participate in team and other meetings, training, discussion and process improvement;

Follow up with staff to ensure the IT systems are fully functional after troubleshooting;

Prepare accurate and timely reports;

Maintain a professional and friendly demeanor with the credit union’s members and the internal teams.

Qualifications:

At least 3 years of IT-related experience in a similar role, preferably within the financial services sector;

Proficiency with technical tools such as: Active Directory, Office 365, Okta, Mitel and remote support applications;

Proficiency within a Windows operating system environment;

Ability to diagnose and troubleshoot basic IT-related issues;

Proficiency in Windows 10 and Windows 11 desktop administration;

Astute oral and written communication and interpersonal skills;

Exceptional organization, attention to detail, time management, customer service and follow-through skills;

Self-starter, with the ability to work effectively alone and within a cohesive team environment;

Must be fully bondable.

CompTIA A Certification, preferred;

Service Desk Certification (Foundation), preferred;

Valid California driver's license, with clean and insurable record and reliable transportation.

Working Hours:

8:30AM – 5:00PM Monday – Friday 

Compensation:

$30.00 – $35.00 per hour DOE, for this full-time, non-exempt position.

Benefits:

Medical, dental, vision coverage;

15 days accrued paid vacation in 1st 3 years of employment and rising incrementally thereafter;

Paid accrued sick leave;

10 paid public holidays

1 paid floater day;

401(K) with annual company match after 1 year of service. 

Location:

Santa Cruz, CA - in-office position 

Commitment to Diversity:

Santa Cruz Community Credit Union is committed to employing qualified staff who are dedicated to our members and to recruiting and hiring people from diverse backgrounds.  Diversity means that we will foster a cultural awareness, promote mutual understanding, respect and provide suitable role models for helping all members, including those that are underserved and unbanked.