Job Title: IT SERVICE DESK SPECIALIST

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview:

The IT Service Desk Specialist is a dynamic role responsible for providing comprehensive support to the organization’s end-users on a variety of technical issues. The position serves as the first point of contact for employees seeking technical assistance over the phone, via email, or in person. Troubleshooting, diagnostics and remediation for end-user systems, soft phones, applications, and teleconferencing platforms. The ideal candidate will possess a blend of technical expertise, strong communication skills, and a passion for delivering exceptional customer service.

What You Will Do:

· The core responsibility is conducting desktop (physical and virtual) and application support operations.

· Build, maintain, and install computer equipment to ensure a smooth operating environment.

· Follows ITIL guidance, ensures best practices are implemented, and documentation is maintained and updated.

· Monitors the operation of the computer systems, resolves problems or reports malfunctions to service representatives.

· Ability to work with ticketing or case manager software.

· Recognizes and applies subtle cues in anticipating member needs and potential next steps.

· Resolve difficult or complicated situations that are often sensitive in nature.

· Be an active champion of positive change and continuous improvement.

· Maintains good relations with Premier America’s user community while demonstrating a high level of professional, courteous service and a commitment to problem resolution.

· Stays informed of trends and changes in the Information Technology field. Continuously learns and applies new skills to improve services or create new ones to meet current and/or future needs.

· Must comply with all company policies and procedures, applicable laws and regulations including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Asset Control.

Requirements

What We Are Looking For:

· 3+ years of similar or related experience (Financial Institution Preferred)

· Associates Degree in Computer Science, Information Systems, or another related technical field

· A+ (CompTIA) certification

· Microsoft Windows 11, Intune or related certification

· Thorough understanding of computer systems. Knowledge in supporting network-based applications and services.

· Strong knowledge of Active Directory users and computer management.

· Knowledge of Microsoft environment (Windows, Office, MS Teams).

· Knowledge of VDI environments and endpoint devices.

· Knowledge of ServiceNow ticketing system.

· Basic understanding of security and network technologies (firewall, VPN, spam filter, etc.).

· Ability to prioritize effectively, working in a fast-paced environment

· Experience with Symitar and related financial applications a plus

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer - Veteran / Disabled

Drug-free Workplace

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is: $25.58 - $32.23 / hourly

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

· Competitive pay

· Subsidized health care including medical, dental and vision

· FSA and HSA

· Company-Paid Life and A&D insurance

· Discounts on loans (must be a member)

· Paid Vacation, Holiday, and Sick time

· 401k Retirement Saving Plan with a 6% safe harbor employer match

· Educational Assistance Program and more!

About Us:

Founded in 1957, Premier America is one of the nation’s largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.

Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.

Premier America Credit Union

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