Technology Solutions Specialist II (Oregon City)

RIVERMARK COMMUNITY CREDIT UNION • Oregon City, OR

7d • Onsite

About The Position

Provides tier one and tier-two technical support to credit union staff. This includes troubleshooting and resolving more complex hardware and software issues, assisting with network and system administration tasks, and escalating issues to higher-level support when necessary. Additionally, provides desktop support and build-outs - including the setup, configuration, and maintenance of desktop systems and peripherals. Provides support, guidance, mentoring and training to tier-one support team members.

Requirements

• High school diploma/GED required.
• Minimum of three years of experience in a technical support or help desk role with a focus on more complex technical issues and desktop support.
• Advanced understanding of computer hardware, software, and network systems.
• Familiarity with common IT support tools and practices.
• Strong analytical and problem-solving abilities with the ability to troubleshoot and resolve complex technical issues.
• Strong customer service orientation with the ability to maintain a positive and professional demeanor when assisting users.
• Ability to manage multiple tasks and prioritize requests effectively in a fast-paced environment.
• Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships.
• Able to establish credibility and rapport, partner collaboratively, and work successfully with members and employees at all levels of the organization.
• Strong written, verbal communication and interpersonal skills.
• Ability to apply solid judgment, initiative, and tact in communications with members and coworkers.
• Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence.
• Able to maintain high levels of confidentiality.
• Strong organization, planning and prioritization skills.
• Successful at balancing responsibilities to ensure completion by deadlines.
• Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel.
• Must be technologically savvy, with the ability to quickly learn new systems and software applications.
• Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.
• May occasionally need to lift and carry up to 50lbs of computer and peripheral equipment.
• Must be available to work on-site daily, Monday through Friday, 7 a.m. to 4 p.m.

Nice To Haves

• Experience in a financial institution or related industry is preferred.

Responsibilities

• Provides second-level technical support to end-users, including troubleshooting more complex hardware and software issues, assisting with network connectivity problems, and performing system administration tasks.
• Handles service requests such as advanced equipment setup, software installations, and user access management. Ensures these are logged, tracked, and completed in a timely manner.
• Manages and prioritizes support requests, including troubleshooting technical issues and escalating complex problems to higher-level support when necessary.
• Performs desktop support tasks including the setup, configuration, and maintenance of desktop systems and peripherals.
• Assists with hardware and software installations, upgrades, and deployments.
• Assists end-users with technical issues related to their workstations, applications, and network access, ensuring clear communication and timely resolution.
• Provides guidance and support to tier one support staff.
• Ensures all service and support requests are properly documented in the ticketing system, tracked for progress, and followed up to ensure resolution and user satisfaction.
• Maintains accurate records of issues and solutions, contributing to the knowledge base for future reference and training purposes.
• Develops and updates documentation as needed.
• Provides excellent customer service, maintaining a professional and friendly demeanor when interacting with end-users.
• Mentors and trains tier one support staff as needed.
• Participates in and contributes to various IT projects, as needed.

Benefits

• Competitive benefits package designed to support your well-being and professional growth.

What This Job Offers

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