Peoples Bank IT Support Assistant Manager

Peoples Bank WA • Bellingham, WA

7d • Hybrid

About The Position

As the IT Support Assistant Manager, you will serve as a key leader within the Help Desk team, supporting the IT Support Manager in overseeing daily operations, fostering team growth, and ensuring the consistent delivery of proactive, responsive, and high-quality IT support. This role promotes service excellence by building team effectiveness, strengthening cross-functional collaboration, and maintaining a customer-centric approach to support.

Requirements

• High School Diploma, G.E.D. or equivalent.
• Minimum of 5+ years of Help Desk experience in an office environment.
• Experience supervising and developing team members.
• Ability to interact in a professional and collaborative manner with employees at all levels of the Bank.
• Proficiency with Microsoft Windows and Office products, and Active Directory and M365 administration.
• Ability to work with minimal supervision and possess excellent organizational, problem-solving, and decision-making skills.
• Strong interpersonal skills including professional etiquette and service mentality.
• Skilled at business communication, both verbal and written.
• Strong professional demeanor and high regard for confidentiality.
• Ability to travel to other Peoples Bank locations and off-site for meetings and/or training as required.
• Ability to model the Peoples Bank Mission, Vision, and Values.

Nice To Haves

• Bachelor’s degree in information technology or related experience.
• Industry certifications such as CompTIA A+, Network+, and Security+.

Responsibilities

• Managing daily Help Desk activities, including support queues, service levels, team workload and coverage.
• Proactively identifying opportunities to improve Help Desk processes, workflows, and operational efficiencies.
• Participating in Identity Access Management (IAM) activities, including provisioning, deprovisioning, maintaining and reviewing user access (i.e. moves, adds, changes, and deletes).
• Providing hands-on technical support to Bank employees and assisting with troubleshooting hardware, software, and network and system access issues.
• Serving as the primary escalation point for complex end-user support issues.
• Coordinating and performing hardware lifecycle management activities involving end-user devices and related technology assets (e.g. laptops, desktops, printers, conference room equipment).
• Ensuring accurate inventory tracking and implementation of asset management best practices.
• Developing and maintaining support documentation, knowledge base articles, and standard operating procedures.
• Working with service providers and internal IT staff to coordinate support, troubleshoot issues, and ensure vendor-related services operate effectively.
• Coordinating support activities related to branch openings, office moves, and technology implementations.
• Conducting visits to the Bank’s branches for purposes of IT support and hardware replacement/repair.
• Assisting the IT Support Manager with hiring, onboarding, training, and performance reviews of Help Desk personnel.
• Processing timecards of IT Support Technicians.
• Reporting system downtime, service interruptions, and other technical issues to management.
• Providing emergency technical support outside of regular banking hours as necessary.

Benefits

• Hybrid work from home options for most non-customer facing positions.
• Profit Sharing, Incentives, and other Bonus Structures.
• 12 days of paid vacation.
• 2 paid wellness days.
• 2 days of paid community service time.
• Paid sick leave that is accrued based on hours worked.
• 11 paid holidays throughout the calendar year.
• Medical, Dental and Vision Insurance.
• Mental Health Resources.
• $200 annual reimbursement for wellness related expenses.
• 8% 401(k) employer match.
• Life and disability plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED