The Help Desk Technician II provides end users with excellent experience by supporting their computing needs. Installs, maintains, and upgrades computing equipment for end users to ensure optimal performance. Troubleshoot problems in person, by telephone, or via e-mail, in a friendly, timely and accurate fashion.

Key Duties:

• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware with adherence to SLA.
• Monitors and responds quickly and effectively to requests received through the IT helpdesk by following established routing and workflow procedures.
• Elevates complex issues/problems to appropriate resources, including third-party vendors, tracks progress, and follows up as required to ensure timely resolution.
• Performs analysis, diagnosis, and resolution of complex hardware/software problems for a variety of end users, recommends and implements corrective solutions, including off-site repair as needed.
• Provides first and second level end user and vendor support.
• Installs, maintains, monitors, and troubleshoots end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
• Configures and installs new or replacement PCs, laptops, network printers, and scanners.
• Creates and updates documentation for installations, processes, and new products, ensuring that product ownership details are clearly defined and maintained.
• Support project managers and helpdesk manager on various projects, ensuring effective coordination and timely completion.
• Maintains records of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. with up-to-date information on ticket progress.
• Conducts research on and makes recommendations for software and hardware products.
• Develops and maintains an inventory of all hardware such as computers, printers, scanners, and other peripheral equipment.
• Maintains in-depth knowledge of and complies with all Mission Fed, departmental and security policies and procedures, as well as federal regulations applicable to the position, including BSA requirements. Completes all required compliance training as assigned.

What you bring:

Education: Associates degree or certification equivalent is required. Two years of equivalent experience may substitute for every one year of education. Network and or Microsoft certifications are highly desirable.

Experience: A minimum of three years support experience and hands-on PC/OS troubleshooting, and repair is required. Networking, basic AD administration, and end-user support experience is preferred. Must have reliable transportation for business travel purposes as a requirement of this position.

Skills and Abilities:

• Strong organizational skills.
• Must possess excellent verbal and written communication skills, strong decision-making and analytical skills.
• Must be self-motivated and directed. Strong customer service skills: the ability to present ideas in a user-friendly language while maintaining a great end user experience.
• Must be able to work a schedule involving availability for some after-hours and weekend work as needed.
• Hardware/Software: Working technical knowledge of current network protocols, operating systems, software, and standards, including Microsoft Windows OS, Microsoft Office 365, Exchange, Active Directory, Azure and Mac OS are a plus.

Working Conditions:

• Constant sitting and frequent standing.
• Occasional walking, bending (neck & waist), squatting, climbing, kneeling, crawling, twisting (neck & waist), repetitive use of the hand involving: simple grasping, power grasping, fine manipulation, pushing & pulling, reaching (above & below shoulder level), lifting and carrying (0-75 lbs.).
• This position will sometimes have exposure to dust and have to work at heights.

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act (“CCPA”)/ California Privacy Rights Act (CPRA) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the CCPA/CPRA notice provides the disclosures required by the CCPA/CPRA and applies only to applicants who are subject to the CCPA/CPRA.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law.