Support Specialist I

Sound is looking for...

A Support Specialist I to join our team! As a Support Specialist I you will provide technical support and one-on-one assistance to end users of the credit union in a friendly, respectful, courteous, and professional manner. In this role you will also perform software and hardware installation. As the Support Specialist I you will perform general maintenance tasks and resolves fewer complex problems immediately, while more complex issues are identified to a higher level of support. In this role you will take ownership of issues and act as a liaison in order to conduct root cause analysis to completely resolve all issues permanently and in a timely fashion. Additionally, you will anticipate potential issues and work to resolve them proactively before they become a problem.

At Sound you will experience...

• Our purpose which is "to stand with you through all waves of life". Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing.
• A diverse workforce with an inclusive and supportive environment.
• Besides competitive pay, we offer career growth, and we hold a benefits package that's consistent with our purpose, personalities, and values.
• Teams that are living out the credit union philosophy of "people helping people".
• Fellow employees who are dependable, genuine, inclusive, and resourceful.
• Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing.

As a Support Specialist I you will...

• Provide support for non-routine or complex problem identification and resolution resource, including answering questions, providing advice, troubleshooting, diagnosing, and following-up to assist users in solving and/or using computer hardware, software, phones, and automated service delivery systems. Run basic diagnostics tests; recommend and perform minor remedial actions to correct problems.
• Escalate tickets or reported problems to Support Specialist II or Service Delivery Manager when additional help is needed.
• Perform system related daily processing and operational support needs for all areas of the credit union which includes but is not limited to daily, month-end, quarter-end, and year-end processing Ensure all daily jobs are completed according to established procedure. Document when data processing jobs are properly completed. Verify that reports and other outputs are complete before release from computer room. Maintain back-up tapes.
• Coordinate user problem resolution with other resources/personnel/vendors, and report recurring problems.
• Create and manage work orders in a Jira helpdesk system. Triage work orders to others within and outside of the IT Department. Identify and escalate problem tickets and urgent situations to the proper resource.
• Monitor ticketing queue and assign or route work orders and service requests to individuals or departments according to subject matter and/or severity.
• Maintain log of help desk inquiries, including dates and resolutions.
• Assist with and be knowledgeable of the development, execution, and maintenance of the disaster recovery and business continuity plan.
• Ensure efficient and effective department operations by providing back-up support to IT department personnel in performing daily tasks as needed.
• Set up and configure PCs and Laptops for Credit Union staff.
• Provide expertise when needed to repair malfunctioning systems or to perform systems configuration changes or upgrades that must be accomplished at times when no users are on the system.
• Provide installation updates, maintenance, modification, repairs, and troubleshooting support for computer hardware, software, phones, and automated service delivery systems.
• Ensure software-licensing provisions are enforced in the organization and via system utilities, and that software license and central system hardware inventory records are kept accurate and up to date; establishes and maintains other files as appropriate, either electronically or on paper.
• Assist with updates, patching and maintenance of Windows desktop and server systems.
• Assist with administration of Sound Credit Union and third-party applications (Image Center, Synergy, etc.).
• Document system processes for department procedures.
• Assist with special projects related to department needs, as assigned.
• Maintain control and access to computer equipment and data.
• Create/Modify/Terminate employees from Credit Union systems.
• Ensure the proper security of the building and premises during all after-hours duties.

Our ideal candidate will bring to the team...

• 6 months experience in the Help Desk and/or Computer Operator environment preferred.
• High School Diploma or GED equivalent required.
• Continuing education in the Information Technology field preferred.
• Technical certification preferred.

In addition:

• Must be bondable
• Employer sponsorship to secure or maintain employment authorization not available

As a team member of Sound, you will receive...

• These benefits in support of a true work/life balance:

  • These benefits in support of a true work/life balance:
    • Full medical, dental, vision, and disability for the employee [yourself] with premiums paid by Sound
    • 401(k) with 4% match - Plus discretionary profit share of up to 5% of annual salary
    • Three weeks Paid Time Off (PTO) accrued annually
    • 5 employer paid work/life balance days
    • 10 paid federal holidays every year
    • Employee assistance program for wellness counseling
    • Gym/lifestyle reimbursement
    • Free and/or discounted banking services with Sound
    • Employee Charitable Matching & Volunteer Program
    • Employee bonus program
    • Tuition assistance
    • ORCA pass
  • Incentives available for multilingual speakers

Your compensation:

At Sound Credit Union we believe in paying our employees a fair and living wage. Individual offers are made dependent upon a candidate's prior experience and education level as it pertains to their role. This strategy promotes a talented and empowering work environment that we hope you will be a part of! Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, which allows us to offer merit-based salary increases.

Minimum: $20.58
Midpoint: $25.72
Maximum: $30.87

Your hours:

A hybrid schedule Monday - Friday: 8:00 am - 4:30 pm with Rotating Saturdays.

In your role you will have the ability to combine in-person and remote work once you have completed training.

About Sound Credit Union...

Sound Credit Union (Sound) was founded in 1940 and is one of Washington State's largest credit unions. We have 26 full-service branches located throughout the Puget Sound region. At Sound, we pride ourselves on making connections with our members, employees, and community. We'd love to share more about why Sound is somewhere you want to be, apply now, and visit our website at: .

The future is in our hands...

Sound Credit Union is proud to be an Equal Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, veteran status, disability, age or any other protected status.

People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply!