Service Desk Representative II at O. C. Credit Union

Santa Ana, California, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

44.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Communication, Windows, Microsoft 365, VPN/WiFi Support, Printer Support, Scanner Support, Application Support, Diagnostics, Device Deployments, Onboarding, Documentation, Knowledgebase Management, ITSM Tools, Service Level Expectations (SLAs), Process Improvement

Industry

Banking

Description

IT Service Desk Representative II opportunity at Orange County’s Federal Credit Union Are you interested in joining Orange County’s Federal Credit Union as our IT Service Desk Representative II - A key, high‑impact role! What You’ll Do As an IT Service Desk Representative II, you will: As a Tier 2 Technology Service Desk Representative, you serve as an advanced support resource responsible for independently resolving the majority of technical issues escalating from Tier 1. You will deliver high‑quality service, provide deeper troubleshooting across systems and platforms, and ensure efficient end‑user support. Ideal candidates will approach every situation with the associate (user) in mind. * Provide front-line and escalated technical support through effective troubleshooting and clear communication. * Resolve incidents and service requests for Windows, Microsoft 365, VPN/WiFi, printers, scanners, and standard user applications. * Perform advanced diagnostics, deployments, device setups, and onboarding tasks. * Maintain accurate documentation and updating knowledgebase articles. * Collaborate with Tier 1 staff by serving as an escalation point and ensuring a positive user experience. * Identify recurring issues and recommend improvements to enhance processes, service quality, and system reliability. * Follow established procedures and meet service level expectations (SLAs) consistently. What You Bring Experience / Training / Education: * At least 3 years of experience in a similar role with exposure to escalated troubleshooting. * Bachelor’s degree in information technology, Computer Science, or related field preferred. * Experienced with ITSM tools such as TeamDynamix. Knowledge / Skills / Abilities: * Proficient in Windows, Microsoft 365, VPN/WiFi, and peripheral support. * Skilled in workstation deployments, device setups, and onboarding. * Ability to diagnose advanced issues and recommend improvements. * Strong communication skills both verbally and in writing and ability to support Tier 1 escalation needs. Why Join Us? Be part of a mission‑driven organization where your expertise directly shapes security strategy and protects our members. You’ll lead meaningful initiatives, collaborate with talented teams, and help advance a modern, resilient security program. At Orange County’s Federal Credit Union, we don’t just offer banking services, we create meaningful relationships that empower our members and enrich our community. With over 85 years of trust, $2.5+ billion in assets, and 140,000+ members, we’ve built a reputation for excellence—and we’re just getting started. Our commitment to people, performance, and purpose has earned us the #1 spot in the Orange County Register’s 2024 Best Credit Union list, and the voices of our employees have earned us the Peter Barron Stark Award for Workplace Satisfaction. When you join us, you’re not just taking the next step in your career; you’re joining a team that loves where they work. The targeted annual salary range is $35.35 per hour to $44.18 per hour. Final offer will be determined based on experience, education, training/certifications and specialized skills. Perks & Benefits: * Health Coverage: Comprehensive benefits, including Anthem, Delta Dental, and VSP, effective from your first day. * Financial Security: Life insurance at no cost and a 401(k) plan with an employer match up to 6%. * Work-Life Balance: 13 days of vacation and seven (7) sick days annually and paid holidays. * Recognition & Growth: Annual merit increases, discretionary and referral bonuses, as well as educational grants up to $1,000 per year. We perform thorough background checks and credit checks. EOE

Responsibilities

As a Tier 2 Technology Service Desk Representative, the role involves independently resolving the majority of technical issues escalated from Tier 1, delivering advanced support across various systems and platforms. Key duties include providing front-line and escalated technical support, resolving incidents related to Windows, Microsoft 365, and peripherals, and performing advanced diagnostics and device setups.