WECU is seeking a Senior Desktop Services Specialist to join our IT Support team located in Bellingham, WA. The position is key member on the Desktop Services Team. The well-qualified candidate demonstrates exceptional customer service skills and serves as a mentor for other team members; provides advanced first-level technical information and systems support; resolves complex technical problems, effectively prioritizes tasks, and ensures customer satisfaction. This job description is not intended to be all-inclusive. The employee may perform other related duties to meet the ongoing needs of the organization.

RESPONSIBILITIES:

• Support departmental projects and serves as a liaison to the Help Desk manager with any updates, changes, complications relating to said projects
• Uses exceptional attention to detail to solve more complex and/or time-consuming service requests; often multi-phase with higher than average communication requirements
• Manage, create and escalate support requests, ensuring customer satisfaction and timely resolution
• Translate service requests from alternative avenues (telephone/e-mail) into tickets – supporting team workflow and unifying workload visibility
• Evaluate, authorize and escalate user request for repair of hardware/software/VOIP systems using experience/familiarity of requesting job role
• Gathers facts and data to be used in creating/resolving Service Requests
• Assists with new employee setup and configuration – hardware and workspace
• Manages appropriate user and group assignment as well as related auditing of associated permissions
• Maintains hardware/software inventory with appropriate surplus for effective daily operations
• Analyzes and solves computer applications and systems problems.
• Provides a wide range of technical assistance to non-technical clients in various occupations.
• Provides individual or group instruction on computer technologies, as appropriate.
• Maintains a broad knowledge of state-of-the-art technology, equipment, or systems.
• Perform weeklong on-call duties on a monthly basis.
• Performs miscellaneous job-related duties as assigned by management.
• Purchasing of approved hardware and software when needed
• Effectively communicates down systems to staff
• Reporting and tracking of on/offsite software and hardware assets
• Curation of new knowledge base articles as well as maintaining current articles
• Deployment, maintenance and monitoring of client hardware and software. This includes scanner, printers, signature pads, personal computers, etc.
• Follows policy and procedures related to the Gramm-Leach-Bliley Act (GLBA), Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations. Follows policy and procedures related to SARs by reporting suspicious activity to the Compliance department. Responsible for filling out an incident report for detected computer intrusion of Credit Union computer systems per Bank Secrecy Act. Completes mandatory BSA/AML annual training via online web course.
• Follows WECU’s policies and all applicable laws and regulations.
• Performs other duties as assigned and may also assist others to complete tasks and work assignments.

QUALIFICATIONS:

• Associate degree or comparable experience in a related field; minimum education requirement may be substituted for experience.
• A+/Network + Certification; other technology certifications may be substituted for A+/Network+.
• Extremely effective communication skills, both orally and in writing
• Understand timely resolution and when to escalate to next support tier.
• Advanced fundamental knowledge of basic computer systems function and analysis.
• Ability to investigate and analyze information; draw conclusions and participate in advanced troubleshooting conversations with manager and tier 2 support staff (effective escalation)
• Ability to provide technical guidance and instruction on the use of computer technologies; as well as the ability to train others in these technologies.
• Attention to detail and the ability to keep meticulous notes and documentation a must.
• Knowledge of a broad range of multi-user computer systems, applications, or equipment.
• A passion for learning and experimenting with new technologies is a plus and highly encouraged.

COMPENSATION:

The pay range for this position is from $28.02 to $39.55 per hour.

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more.

ABOUT WECU:

WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquarters in Bellingham, WA, WECU has over 130,000 members and over $2.3 billion in assets.

It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job. WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws.