Job Directory Technical Support Specialist

Technical Support Specialist
Pleasanton, CA

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Job Description


We are looking to fill the position of Technical Support Specialist. Responsibilities will include 60% to 80% desktop (user) support, 20% to 40% technical documentation. Supported users include employees at remote branches and may require travel by car. The successful candidate must be able to assemble/build an Intel-based PC from scratch, work in fast paced helpdesk ticket system environment and put team before individual.


Job Duties:

* Assemble, configure, troubleshoot, and/or repair of computers (desktop, towers, and laptops) utilizing Intel and/or AMD processors.
* Responsibilities include adding, removing, and/or replacing computer peripherals inside the workstations. Ensure all support tickets are resolved in a timely manner
* Install, configure, modify, and/or troubleshoot Windows 7 Professional
* Responsibilities include using Windows Deployment Services to deploy installation of OS, related security patches and service packs.
* Install, configure, modify, and/or troubleshoot various Windows applications with heavy concentration on Microsoft Office 2010 and 2013 along with other proprietary banking applications.
* Add, delete, and modify user and email accounts including editing application configuration files.
* Responsibilities include setting and modifying file security, moving and copying of files between network drives, setting up network and local printers on client machines, light troubleshooting of connectivity errors between the servers and workstations/laptop.
* Setup, relocate, and/or replacement of workstations, printers, or laptops between cubicles, offices, floors, buildings, and branches. Light troubleshooting of connectivity issues between local and remote offices.
* Provide excellent service to all users through courteous, prompt and professional engagement.
* Act as a backup to perform light network duties such as installing and moving network cables between switches, patch panels, servers, and other network devices,
* Required to regularly produce high-quality technical documentation (e.g. installation manuals, etc.)
* Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures.
* After hours schedule rotation as assigned.



* Bachelor's degree or Associates degree in computer science or other applicable technical certifications
* 3+ years' experience Windows/PC desktop support; 8+ years' experience working with Intel-based computers; knowledge of network operating system (NOS) and LAN/WAN technology
* Strong writing skills including the ability to use technical tools (i.e. Visio, etc.) to create detailed presentation quality procedures and manuals
* Advanced knowledge of Windows 7 Professional
* Advanced knowledge of Microsoft 2010 and newer versions of Office.
* Advanced knowledge of TCP/IP protocol and troubleshooting knowledge (i.e. PING, etc.).
* Advanced knowledge of LAN/WAN technologies and equipment.
* Advanced knowledge of Intel-based server hardware.
* Advanced knowledge of data processing methods, storage and or retrieval techniques.
* Dispatch, triage and resolve tickets from various channels while balancing time and priorities.
* Requires excellent customer service and ability to troubleshoot and resolve quickly.
* Required to be self-guided to complete projects, IT documentation and tasks.
* Advanced communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc.; sufficient to exchange or convey information and to receive work direction.
* Bending, crouching, stooping, standing, walking, pushing, lifting, manual dexterity, grasping, feeling, talking, hearing, seeing and repetitive motions.
* Light Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
* A valid California driver's license or evidence of mobility is also required due to off-site work assignments.


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