IT Support Technician I

Red Canoe Credit Union•Longview, WA

2h•$24 - $36•Hybrid

About The Position

Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe in the value of people over profit. If you’re looking for a place to start a rewarding career you can be proud of, then Red Canoe might be the place for you. We’ve been a cooperative since 1937. That means any money we earn goes back to our members, not into the pockets of stockholders like a bank. For more than 80 years, we’ve held the traditions of credit unions near and dear to our hearts. We are not for profit, but for people. Red Canoe Credit Union has 10 branches spread across Washington and Oregon. We even have members living in all 50 states. But Red Canoe is still a local credit union at its core. For us, being local means an ongoing commitment to go beyond serving our members and giving back to the communities we call home. At Red Canoe, we strive to make a difference in the lives of our neighbors.

Requirements

Must be bondable
Service-oriented and self-motivated individual
Work with others tactfully and professionally; and use of tact and diplomacy when working with confidential information
Proficiency with current Microsoft operating system and software
Ability to work independently and to take initiative
Proficient oral and written communication skills
Proficient computer systems and problem-solving skills
High degree of accuracy
High degree of organization in personal workload and the ability to work unsupervised in the accomplishment of routine tasks and project deadlines
Demonstrated ability to consistently meet, schedule and deadline commitments
Proficient verbal and written communication abilities, including ability to teach and explain ideas and concepts to co-workers, clients with varying levels of technical knowledge
Willing to work irregular hours including weekends and nights
Ability to operate within a Windows environment
At least one (1) year-plus professional experience in telecommunications, PC, Network or help desk technical support; other equivalent work experience may be considered
Keyboard Proficiency.
Ability to hear by telephone and in person; and ability to read English by sight; and both speak and write English

Nice To Haves

Associates Degree desired - equivalent professional experience will be considered
Financial Services Experience – One (1) year-plus credit union/banking data processing experience preferred; equivalent work experience may be considered

Responsibilities

Evaluates, prioritizes, troubleshoots, routes, and answers support requests from users experiencing problems with hardware, software, networking, and other computer-related technologies, own the issue until resolution while upholding SLA.
Thoroughly manages trouble tickets submitted by end users. Resolves all first level issues during the initial request / response. Follows up to make sure outstanding problems are being resolved, communicates to the stakeholder all updates through the ticketing system including triage/resolution specifics.
Makes judgments resolving issues of a technical nature, referring any complex issues to the appropriate team member’s/SME’s.
Manages and contributes to the development of existing support systems, centralized enterprise knowledge base, and enterprise automation initiatives.
Acts as a SME for support, automation, desktop imaging/deployment and alerting. Works with other SME’s and coordinate as necessary to drive issue resolution.
Documenting and tracking all calls/tickets that come in. Document process and resolution in all tickets. Create help desk solutions.
Provides support to the information technology department by performing installation, maintenance, and troubleshooting services.
Complete upgrades to all hardware and all software.
Work towards providing quality service by meeting department standards, goals and objectives.
Assist with disaster recovery planning and testing as assigned
Assist with IT training for credit union personnel.
Performs additional duties as assigned.
Keeps IT Operations Managers informed of unusual occurrences.
Provides support for all branches (travel to remote branches as needed).
Research software/hardware as needed. Install, and train software/hardware as needed.
Track computer inventory, printers and toner inventory and order new supplies as necessary.
Setup and administration of systems and users.
Keep documentation up to date with new changes or upgrades.
On-call technical support. Responsible for or assists with after-hours system failures and emergencies.