IT Technical Administrator II

Red Canoe Credit Union•Longview, WA

About The Position

Self-motivated and service-oriented employee that is responsible for credit union hardware and software. Administration, configuration, installation and maintenance of all hardware and software. Provides technical troubleshooting on all hardware/software. Responsible for working with vendors to identify and resolve issues. Completes routine branch visits. Provides help desk support with IT. Works with IT Operations to complete research, make recommendations and complete implementation for hardware and software. Acts as SME for hardware and software systems.

Requirements

Ability to work in a potentially stressful environment while managing established due dates and goals.
Service-oriented and self-motivated individual.
Ability to work with others tactfully and professionally; and use of tact and diplomacy when working with confidential information.
Practical knowledge of the following operating environments: Current Windows Server and current Microsoft Windows PC environments.
Practical knowledge of client/server computing environments using Windows and Ethernet technology.
Practical knowledge of communication protocols, hardware, and software
The strong desire and ability to maintain a current knowledge of Network Services.
High degree of organization in personal workload and the ability to work unsupervised in the accomplishment of routine task.
Proficient verbal and written communication abilities, including ability to teach and explain ideas and concepts to co-workers and clients with varying levels of technical knowledge.
Ability to plan, coordinate and set priorities with changing business needs.
High degree of accuracy
Willing to work irregular hours including weekends and nights.
Must be bondable.
BS/BA in Computer Science preferred; PC/Network Certification a plus or equivalent professional experience may be considered.
Technical Experience – At least five (5) years–plus professional experience in PC/Network Technical support. PC/Network environment strongly desired including hands-on PC or Network administration within a Microsoft environment. Equivalent experience may be considered.
One or more PC, Software (job specific) and/or Networking Certifications required. Related/comparable experience considered.
Proven competencies in all applicable technical areas.
Job Certification required – A+, MCSA Windows, Office 365 Admin, Microsoft 365 Desktop Admin, or similar training. Demonstrated experience may be considered.
PowerShell Scripting experience required or demonstrated experience.
Computer patching experience required or demonstrated experience.
Hardware deployment experience required or demonstrated experience.
Keyboard proficiency
Ability to hear by telephone and in person.
Ability to read English by sight; and both speak and write English.

Nice To Haves

Database management experience and/or Microsoft certification a plus.
Financial Service Experience – One (1) year-plus credit union/banking data processing experience preferred: equivalent work experience may be considered.

Responsibilities

Responsible for administration of all hardware/software including building, analysis, upgrades, installation, and troubleshooting.
Manage all hardware deployment. Manage software used for hardware deployments and imaging. Make decisions on deployment processes to maintain standards.
Responsible for asset tracking of hardware and software.
Administration of credit union phone system, including setup, configuration, support, and installation.
Product research and recommendation of new productions or direction related to PC hardware, software, and security.
Responsible for hardware, software and PC/Network installation, relocation, configuration, support, and administration.
Perform preventative maintenance (PM) when necessary.
Participate in developing, achieving, and maintaining technology plans and goals consistent with the credit union mission values and goals.
Responsible for working with vendors to support and manage systems.
Routine field service and site visits (local and remote branches)
Provide tier II/III support for help desk tickets as assigned.
Assist VP Information Technology in technology planning, budgeting, assessment and implementation of all related hardware and software.
Assist with training, education, and new employee orientation to keep users updated on current and new PC hardware/software.
Keep current documentation on procedures, reporting, and policies for both PC’s and networks.
On-call technical support. Responsible for or assists with after-hours system failures and emergencies.
Responsible for managing all software security updates. Manage software installations and patches.
Assist with security policies concerning the use, security and integrity of hardware, software, and data. Responsible for implementation of security policies for hardware and software. Creates security policies on computers as needed.
Ensures the use, security and integrity of hardware, software and data complies with credit union policy.
Works with Networking team for network related technical support, problem resolution and testing as needed.
Maintains virus software and ensure pcs remain up to date according to credit union policy. Scan computers for viruses or assist users with potential viruses. Responsible for removing potential viruses.
Responsible for installation and locking/unlocking of software for usb and computer lockdown.
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 coordinates 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.
Assist with IT training for credit union personnel - as assigned.
Perform additional duties as assigned.