Help Desk Administrator

Description

Who We Are & What We Do:

If you’re looking for an exciting career opportunity, you’re in the right place. Santa Cruz County Bank is a top-rated community bank with a focus on serving the banking needs of businesses and individuals along the Central Coast, in Silicon Valley and throughout the Bay Area. We engage in impactful volunteering and support the greater economic vitality within our four-county reach. Our success is due to our amazing team of exceptional, experienced, knowledgeable and success-oriented employees.

We’ve been recognized with numerous community leadership awards and our team gives 2000 hours of volunteer service each year.

A few honors we’ve received locally include:

• Good Times Best of Santa Cruz – Best Bank, 12 consecutive years
• Santa Cruz Sentinel Readers’ Choice – #1 Best Bank, 9 years
• Santa Cruz County Chamber of Commerce – Business of the Year 2018 and 2021
• Press Banner’s Best of Scotts Valley – Best Bank
• Register Pajaronian’s Best of Pajaro Valley – Best Bank
• Second Harvest Food Bank – Big Step and Platinum Awards for Holiday Food and Fund Drive
• Farm Bureau of Santa Cruz County and Agri-Culture – Al Smith Friend of Agriculture Award

Position Overview:   

The Help Desk Administrator provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems in a prompt and professional manner. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors problems to ensure a timely resolution. Monitors and follows policies on backups, network, and storage capacity, and change management. Uses ticket tracking to document problems and their solutions, and analyze that data to improve performance and training. 

Requirements

 Essential Job Functions: 

• Troubleshoot technical issues and escalate complex problems to appropriate support teams for resolutions. 
• Install, configure, upgrade, maintain and support PC systems based on customer service requests. 
• Images new PC’s and equipment following established procedures. 
• Set user access rights and permissions and create VPN accounts for users. 
• Perform repairs and replacements of software and hardware peripherals. 
• Perform failure analysis and determine corrective action plans. 
• Plan and execute allotted work within deadlines and maintain records of daily tasks. 
• Oversee inventory management of software and hardware components. 
• Maintain accurate documentations for system installations, configurations, upgrades and disaster recovery activities. 
• Install antivirus software and oversee software license renewals. 
• Requires flexibility in scheduling as work hours may include after-hours and weekends.  
• Work with all levels of personnel. 
• Traveling from one location to another as required. 
• Working with multiple departments and priorities. 
• Supporting Information Technology department in day to day operations. 

Requirements:

• Prior IT technical support experience required 
• A or other IT technical certification preferred 
• Associate degree in IT or a related field desired 

Requisite Skills:

• Excellent customer service, written and verbal communication skills 
• Trustworthy, reliable, and dependable 
• Caring attitude 
• Friendly & outgoing 
• Comfortable working with people 
• Organized 
• Team player 
• Detail oriented 

Supervisory Responsibility:

None. 

Benefits:

• Medical, dental, and vision plans
• Vacation, sick leave, paid holidays
• Paid volunteer time
• Employer paid life insurance, long term and short term disability
• 401(k) with employer matching
• Ongoing training, professional development and career advancement opportunities

Physical Demands:

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate typical office equipment such as a computer, telephone, mouse and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.
• Regular, predictable attendance is required; including the occasional evening and weekend work as business demands dictate.
• Travel between company locations as needed.

Work Environment

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, moderate traffic).
• Ability to work in a confined area.
• Ability to sit or stand at a computer terminal for an extended period.

Salary : $23 - $27