JOB TITLE: Technology Support Technician

Department: IT

FLSA Status: Non-Exempt

Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive. We are an Equal Opportunity/Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different background, disability, age, ethnicity, race, religion, gender identity, sexual orientation, national origin, or veteran status protected by applicable federal, state, or local law.

ABOUT THE ROLE:

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.

We are looking for a Technology Support Technician who is driven to make a positive impact on the employee experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Technology Support Technician will provide support and maintenance for all employees facing technology in the Seattle Credit Union environment. These include desktops, laptops, tablets, monitors, printers, scanners, projectors, VoIP phones, TVs, mobile devices, and many accessories. Tasks include imaging, installing, diagnosing, repairing, patching, upgrading, inventorying, and moving these devices. Acts as a level one responder to tickets and phone calls. Should have a working knowledge of ticketing systems. May also be asked to assist System Admins or Engineers as needed. On call during shift for escalation of priority tickets. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!

WHAT YOU WILL DO:

• Demonstrates support of corporate values, mission and vision. Performs job duties within these standards and in accordance with the guidelines of our bylaws and regulations.
• Adheres to all compliance expectations and regulations.
• Perform analysis, diagnosis, and resolution of employee technology issues.
• Provide support and maintenance for all employee facing technology and Core system related applications. These include desktops, laptops, tablets, monitors, printers, scanners, projectors, VoIP phones, TVs, mobile devices, and many accessories.
• Install, configure, test, maintain, and troubleshoot hardware and software.
• Manage assigned service desk requests and ensure compliance with established standards, SLAs, policies, and procedures. Providing prompt and accurate resolution to employees of the Credit Union.
• Monitor workstation performance and provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging and reporting.
• User account add/delete/change/unlock/reset.
• Provide basic level core system expertise.
• Assists with monthly, quarterly, and other computer reporting.
• Develop written Workstation procedures and keep them current.
• Customer and management assigned projects.
• Contribute to maintaining the department’s Internal Service Survey satisfaction ratings in accordance with credit union goals by providing high quality service based on our service standards.
• Assist users directly regardless of whether a service call was placed or not and accurate ticket creation for every technical support interaction with users.
• Support remote connectivity with a service minded approach and prompt resolution.
• Apply workstation security and software bug fix patching.
• Attend work-related courses and seminars and pursue a program self-development.
• Contribute to effective department and Credit Union operations by performing other related duties as assigned.
• Accurately maintain inventory of Seattle Credit Union technology assets.
• Consistently meets deadlines and project deliverables.
• Efficiently produces quality work product that align with varying levels of difficulty and turnaround times.
• Effectively adjusts to changing and evolving priorities and expectations.
• Demonstrates decisiveness, integrity, flexibility, and critical thinking that advances team, department, and organizational success.
• Demonstrates excellent written, verbal, and interpersonal communication skills.
• Demonstrates excellent customer service skills to both internal and external audiences.
• Demonstrates commitment to SCU Values.
• Successfully manages unexpected situations using anecdotal and factual data to resolve challenges optimally.
• Establishes and maintains collaborative relationships with all levels of teammates across the organization.
• Maintain regular and punctual attendance.
• Other duties as assigned.

WHAT YOU WILL BRING:

Basic Qualifications:

• Associate degree in computer science, Information Systems, Engineering or a related field; or an equivalent combination of other education and one year experience in Information Technology preferred.
• Certifications in CompTIA, SNIA, Microsoft, Cisco, and VMware all considered.
• 1 year’s hands-on experience in Information Technology required.
• Hands on experience and knowledge with devices in an enterprise environment.
• Excellent organizational skills
• Strong technical skills

Preferred Qualifications:

• Financial Institution background.
• Experience working in a collaborative environment.
• Ability to maintain confidentiality.
• Motivates others in a dynamic, positive way.
• Ability to prepare and maintain procedures, instructions, and other forms of communication.
• Demonstrable ability to operate and resolve all associated equipment including but not limited to; desktops, printers, peripherals, and associated devices.
• Analytical and problem-solving abilities, with keen attention to detail.
• Must have a current valid Driver’s License

Working Conditions:

• This is a hybrid role with work performed remotely as well as in an office and/or branch environment in the Greater Seattle area of Washington State.
• Team members may attend special off-hour meetings and seminars.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.