Help Desk Technician II
Burbank, CA

Job Description

The Help Desk Technician II independently performs configuration, troubleshooting, maintenance, repair, and installation activities such as assembling and installing new and existing desktop computer hardware and software; and may also build or configure new and existing hardware, install and update software packages, and configure device and Windows network settings. Provides support to first tier Helpdesk technicians and direct customer service and technical support to users as required via phone, e-mail, on-line and in person; as well as professional and personal assistance to clients in answering inquiries, locating information, and analyzing technical requirements. Participates in providing technical implementation support for Business Unit projects as well as for company wide initiatives where appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

* Provides first and second tier Technical Support and customer service to users via phone, e-mail, on-line, and in person.
* Provides a high level of interfacing with co-workers, and communicates effectively with our internal customers, IT personnel, and management
* Installs, updates, maintains, troubleshoots, and repairs desktop and laptop computers as well as peripheral computer equipment such as printers, scanners, and application specific hardware and software
* Administers and troubleshoots Windows OS, MS Office Suite, and other software applications as required
* Demonstrates ability to identify and resolve computer system malfunctions and software problems.
* Documents solutions, procedures, and other appropriate information in knowledge base system
* Works collaboratively in a team environment to promote the overall technical knowledge and effectiveness of the team
* Creates, updates, deletes, user accounts and configurations in Active Directory, Exchange, Citrix, and other systems
* Demonstrates skill in organizing resources and establishing priorities.
* Demonstrates an aptitude and willingness to learn and support new systems and applications.
* Researches and recommends software products or operational processes to enhance technical support and end user productivity
* Prepares and submits vendor warranty claims, parts, and documentation associated with warranty repairs
* Provides technical implementation support for projects
* Possesses a strong desire to learn and ability to follow policies and procedures.
* Demonstrates the ability to work well with a minimal amount of supervision.
* Will be required to travel to branch offices for onsite support and troubleshooting.
* Must be able to work varying schedules including Saturdays to support organizational goals

The Ideal Candidate Will Have:

* At least 4 years supporting a Windows OS & MS Office environment, and 1 year supporting Windows 7 and Office 2010.
* Experience with MDOP and Windows 7 Enterprise Edition is preferred.
* A fundamental knowledge of networking and Active Directory
* Excellent written and oral communication skills.
* Excellent customer service skills and a demonstrated ability to work with all levels of employees
* Ability to work in a fast-paced, deadline driven environment
* Ability to work overtime when needed
* Ability to handle multiple tasks at one time
* Ability to effectively prioritize tasks and use effective time management techniques
* A Bachelor's degree from four-year college or university and/or applicable industry certifications are preferred.

Must also demonstrate conduct consistent with our Corporate Values:

* Practice open Communication with all levels;
* Be Accountable by taking ownership of customer issues and responsibility for one's actions;
* Foster Teamwork by cooperating and collaborating with other employees;
* Seek ways to make the workplace Fun for oneself & others;
* Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
* Work with a Service Orientation by having a genuine concern for the needs of one's customers and by being friendly, professional and following through on commitments; and
* Demonstrate Humility in all interactions and remember to leave one's ego at the door when one arrives to work.

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.