Service Desk Tech

Join to apply for the Service Desk Tech I role at Stanford Federal Credit Union

Join to apply for the Service Desk Tech I role at Stanford Federal Credit Union

This range is provided by Stanford Federal Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$28.00/hr - $35.00/hr

Service Desk Tech Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4 billion company with a global reach of over 88,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

The Service Desk Tech I role will provide user support and customer service on company supported hardware, applications, and platforms. Troubleshoot problems and advise on the appropriate action. The Service Desk Tech must be able to communicate effectively with our employees to gather detailed information about their issues and resolve in an orderly fashion. In addition, work closely with team members for special projects and resolving complex issues.

Service Desk Technicians are responsible for monitoring all tickets in our ticketing system and ensuring timely resolution and closure.

This role requires to be at onsite for 5 days a week and may require visiting branches to resolve IT issues.

Who YOU are:

• 1-3 years service desk technical experience in addition to education and or specialized certifications.
• Strong knowledge of core technical skills:
• Troubleshooting:
  Diagnosing and resolving hardware, software, and network issues efficiently
• Help Desk Support Tools:
  Familiarity with ticketing systems like Service Now, Jira, or Zendesk
• Operating Systems:
  Basic knowledge of Windows 10 and 11.
• Software Support:
  Experience on troubleshooting of Microsoft Office Suite, email clients (like Outlook), and common business applications.
• Printer and AV:
  Have experience on supporting and troubleshooting AV and Printers.
• Active Directory:
  Managing user accounts, password resets, and group policies
• Networking Basics: IP addressing, DNS, DHCP, and Wi-Fi troubleshooting
• Experience with patch management in Windows environment.
• Windows OS registry administration.
• Power Shell and Python scripting is a plus

• Provide technical assistance to staff through SNOW tickets submitted by email, instant message, phone or walk ups. Complete tasks assigned based on employee on-boarding and off boarding procedures. Provide support for desktop, laptops, and company mobile devices and track all equipment.
• Create and maintain computer images for different departments in the organization. Must update the images quarterly and manage the hardware lifecycle of all hardware (Desktops, Laptops, Mobile Devices, Printers, TCDTCR, ETC'
• Identify and suggest possible process improvements and as well as maintain department procedures. Develop knowledge base and documentation for employee and Service Desk team to follow.
• Identify and research new technology to improve service delivery for the Service Desk team.
• Assist infrastructure team in group policy management, exchange mailbox resource management, Active Directory management, and work on automating routine functions.
• Respond adequately to inquiries, complaints, or requests for technical assistance in person, phone, or electronically;
  Speak to individuals or groups of people with poise, voice control and confidence.
• Assist Service Desk and Technology department during major IT outages by sending effective and timely communication and managing IT bridge call.