“We have an excellent opportunity in our IT Department for a Help Desk Coordinator II to join our team!”

Our vision is to be the best financial institution our members can choose and the best place our employees have ever worked, which means you will have real meaningful opportunities for personal growth. If you are looking for a different kind of career experience, doing work you can be proud of in an environment where you feel recognized, valued, and included You belong here!

We are committed to creating a community where differences are celebrated, and individuals can bring their full selves to Advantis. These commitments are key to fulfilling our ultimate mission of building a culture of belonging for all within the Advantis community. To learn more about inclusion at Advantis, please visit our website.

As a Help Desk Coordinator II you will play a pivotal role on the technical support team. The mission is to ensure seamless customer experiences, efficient issue resolution, and effective collaboration with colleagues. Whether handling phone inquiries, emails, tickets, or chat requests, this role’s expertise will be crucial in maintaining user satisfaction and optimizing IT Service and Support operations. Responsibilities include relying on technical knowledge to conduct maintenance tests, troubleshooting hardware and software problems, supporting desktop applications through upgrading and configuring system software, installing desktop and laptop systems, and configuring hardware and peripherals.

Primary Responsibilities:

• Conducts troubleshooting, both remote and on-site, to solve hardware and software problems, minimizing downtime. Identifies and solves operational problems to decrease down time of systems and seeks areas for process enhancement to propose actionable improvements.
• Guided problem-solving. Walks users through troubleshooting steps, ensuring clarity and understanding. Keeps users informed about the progress of their reported issues.
• Provides advanced level and/or escalated desktop and systems support to employees and other IT Help Desk staff. Serves as an escalation point for unresolved issues, assisting Help Desk Coordinator I’s.
• Responds promptly to customer inquiries via phone, email, or chat, addressing technical issues with professionalism. Relays valuable customer feedback and suggestions to relevant internal teams.
• Implements, maintains, and continually improves the desktop environment including system management tools, desktop image and application package creation, enterprise-wide application, and software update deployments.
• Upgrades and configures system software, installs new/rebuild desktops, and configures hardware, peripherals, services, settings, directories, storage, etc. that support the Credit Union desktop applications, standards, and operational requirements.
• Conducts the maintenance and recovery of corporate data. Assists with research, planning, testing and implementation of backup and disaster recovery strategies.
• Develops and publishes technical documentation to ensure appropriate knowledge transfer for help desk staff.
• Contributes to and maintains system standards.

Must-haves:

• Bachelor of Science in Computer Science or related discipline strongly preferred, or equivalent combination of education and experience in lieu of degree.
• Minimum 2 years’ experience administering systems in a large-scale, multi-platform information technology environment.
• Ability to prioritize customer satisfaction and remain composed under pressure. Excellent service skills, capable of delivering a high-level of internal and external customer service.
• Ability to diagnose and resolve common technical issues quickly and efficiently.
• Knowledge of hardware and software installation, testing, and operation; knowledge of applications of computer software for automating highly diverse agency/organizational activities.
• Proficiency in managing user accounts, licenses, and security settings within M365. Awareness of M365 security features, data loss prevention, and retention policies. Ability to troubleshoot common issues with Microsoft Word, Excel, Outlook, Teams, and other O365 tools.
• Understanding of user authentication, group management, and directory synchronization in Azure Active Directory.
• Familiarity with configuring sharing settings, permissions, and document libraries in SharePoint and OneDrive.
• Knowledge of email management, mailbox permissions, and distribution groups in Exchange Online.
• Knowledge of Windows, Linux, Windows OS for desktop PCs, LAN/WAN. Familiarity with office automation tools, databases, and remote-control software. Familiarity with ITIL processes.
• Creativity and innovation to stay current in the changing technological needs of the dynamic environment of the credit union.
• Ability and desire to learn, and understand Credit Union roles/positions, philosophy and service delivery models.
• Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships. Helps create an environment where people feel welcome, listened to and engaged.
• Strong written, verbal communication and interpersonal skills. Ability to apply solid judgment, initiative and tact in communications with members and staff.
• Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, correspondence, system upgrades and system testing. Ability to maintain high levels of confidentiality.
• Strong organization, planning and prioritization skills. Successful at balancing responsibilities to ensure completion by deadlines.
• Flexibility to deal with unexpected events, and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.
• A valid driver’s license/reliable personal vehicle required in order to travel between Advantis branches as needed.
• Must be available to work 7 a.m. to 4 p.m., Monday through Friday and alternating Saturdays.

Nice-to-haves:

• Spanish speaking skills a plus.
• Bachelor's degree preferred.
• Relevant certifications including CompTIA A , CompTIA Network , CompTIA Cloud , Google IT Support Professional Certificate, Microsoft Certifications and/or ITIL certification preferred.

We offer a generous benefits package for you. For more on our benefits, please visit our Benefits Page.

A Great Place to Work!

At Advantis we help our members succeed financially. If you like to work with passion and purpose, collaborate, elevate, and celebrate, Advantis Credit Union is the place for you. Advantis is one of Oregon’s largest member-owned financial cooperatives, serving the Portland area for over 90 years.

Advantis Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.