What are the responsibilities and job description for the Senior Service Desk Specialist position at SF Fire Credit Union?
Where it all began…
In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine. It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever. Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo, and Marin Counties. Our members benefit from the ideas and principles that have shaped us: Shared trust, continuous innovation of products and services, competitive rates, and excellent member service. These qualities foster a true sense of member-ownership and strengthen the credit union’s bond with the people for whom this credit union was created.
What we stand for…
There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team.
First, do they align with our values?
What it feels like…
Most days it feels more like going to work with a big family. Whether it’s a potluck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get-together, we’re here to do a great job and have a good time while doing it! We value a good sense of humor, are motivated by a higher purpose, and always bring an “in-this-together” attitude. While we’re driven to do great work, we also value real work/life balance.
Is This the Career for You?
The Service Desk Specialist is the initial support contact for problems or other reported issues regarding computers and related technologies from CU office staff. The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly. In addition, this position is responsible for supporting the organization's computing and telecommunication network operations and procedures. The position requires knowledge and understanding of core IT technologies, including Windows-based desktops and notebooks, local and networked printers and MFPs, Microsoft Office, basic network architecture, VOIP platforms, and simple scripting.
The position demands a customer service-oriented employee with excellent communication skills to provide technical support to users in an efficient and accurate manner. The Service Desk Specialist is the IT department’s front line to end-users and will solve basic technical problems and provide support for all assigned areas. The goal is to ensure that the IT department provides first-class support to all employees and to our CU members.
In addition, Service Desk specialists will perform agreed system administration and housekeeping tasks and routine operations to agreed standards and timescales.
What You’ll Be Doing
Service Desk
Salary
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the San Francisco Market is an hourly rate of $28.61 to $42.76.
Our Benefits
We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a paystub. We genuinely care about our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization with about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.
In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine. It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever. Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo, and Marin Counties. Our members benefit from the ideas and principles that have shaped us: Shared trust, continuous innovation of products and services, competitive rates, and excellent member service. These qualities foster a true sense of member-ownership and strengthen the credit union’s bond with the people for whom this credit union was created.
What we stand for…
There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team.
First, do they align with our values?
- We win together.
- We are of service to members above all else.
- We are authentic, transparent, and honest.
- We challenge the conventional with creativity.
- We embrace diverse voices.
What it feels like…
Most days it feels more like going to work with a big family. Whether it’s a potluck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get-together, we’re here to do a great job and have a good time while doing it! We value a good sense of humor, are motivated by a higher purpose, and always bring an “in-this-together” attitude. While we’re driven to do great work, we also value real work/life balance.
Is This the Career for You?
The Service Desk Specialist is the initial support contact for problems or other reported issues regarding computers and related technologies from CU office staff. The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly. In addition, this position is responsible for supporting the organization's computing and telecommunication network operations and procedures. The position requires knowledge and understanding of core IT technologies, including Windows-based desktops and notebooks, local and networked printers and MFPs, Microsoft Office, basic network architecture, VOIP platforms, and simple scripting.
The position demands a customer service-oriented employee with excellent communication skills to provide technical support to users in an efficient and accurate manner. The Service Desk Specialist is the IT department’s front line to end-users and will solve basic technical problems and provide support for all assigned areas. The goal is to ensure that the IT department provides first-class support to all employees and to our CU members.
In addition, Service Desk specialists will perform agreed system administration and housekeeping tasks and routine operations to agreed standards and timescales.
What You’ll Be Doing
Service Desk
- Provide first-level contact and convey resolutions to end-user issues
- Properly escalate unresolved issues to the next level of support
- Manage the processing of incoming calls to the Service Desk via both telephone, e-mail and/or chat to ensure courteous, timely and effective resolution of end user issues.
- Update end-user data, ticket tracking, and produce activity reports
- Walk end-users through problem-solving process
- Follow up with end-users, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed end user’s expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Train, coach and mentor Service Desk Technicians and other junior staff.
- Monitor incident trends and anticipate potential problems for proactive resolution.
- Bridge between IT Service delivery services desk and Operations teams and/or other 3rd party vendors. Service Desk Manager will escalate incidents to IT Service delivery operations teams and get service desk resources to help in Operations projects.
- Preserve and grow your knowledge of Service Desk procedures, products and services
- Assemble, configure, test, and install new hardware and software.
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in providing Service Desk support
- Working knowledge of Jira Service Desk software, networking, Server Administration, and remote control
- Strong client-facing communication skills
- Advanced troubleshooting are a must
- Strong network and virtual environment experience
- Organized and high-energy
- Excellent written and verbal communication skills
- Credit Union experience preferred but not required
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Good written, oral, and interpersonal communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Ability to research to troubleshoot issues and products as required.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
- Work closely with IT Service delivery Operations teams and or 3rd party for escalations and support of their projects.
Salary
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the San Francisco Market is an hourly rate of $28.61 to $42.76.
Our Benefits
We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a paystub. We genuinely care about our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization with about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.
- 401(k) and Employer Match
- Health, Vision, Dental, STD/LIFE/AD&D and Life Insurance
- Annual Incentive/Bonus Program
- Tuition Reimbursement Program
- 11 Paid Holidays Competitive PTO package
- Home & Consumer Loan Program (Discounted Rates)
- Professional development and training programs
- On-demand personal coaching resource
- Wellness Program (Discounted Gym Membership)
Salary : $29 - $43
