Description

Verity is hiring for anIT Specialist IIat our Seattle, WA Headquarters location.This is a hybrid position; or has the opportunity to be worked remotely. At Verity, we empower our member’s financial lives and create vibrant communities. Since 1933, Verity has been a local member-owned credit union. We are also the only financial institution in the Pacific Northwest that is a part of the Global Alliance for Banking on Values (GABV).

How you can make a difference

The Information Technology Specialist II is an experienced support specialist who administers the Service Desk in support of systems and services for end users and is the point person for end user problem resolution. The IT Service Desk Specialist is responsible for resolving support requests, meeting customer satisfaction, and continuous service delivery demands. To accomplish this, this role utilizes systems and services that manage the problem in-take and resolution process and monitors and reports on business systems and infrastructure status. This position is responsible for interfacing with internal peers to assist in the support of daily technology needs and projects andto obtain general knowledge of the business systems and infrastructure. Administering system updates to software in a minimally invasive fashion is a goal of this position andmay require occasional duties after business hours and on weekends.

We know it is more than just a job

Verity has continued to maintain an open and positive work culture. We make sure people come first! Some ways we help employees live their best lives:

• Base Pay:This positionhas a salary range of $28.60(minimum) to $42.90(maximum), with a midpoint of $35.75. Starting pay is offered based upon an applicant’s experience and education relevant to the position.
• Paid Time Off: All Verity employees receive 11 paid holidays and 4 paid floating holidays per year, as well as paid time off (PTO is combined vacation and sick leave.) PTO starts accruing immediately at a rate of 20days per year.
• Benefits:Both full and part time employees (and their family) are eligible for medical, dental, vision, and basic life insurance, with a no cost option available for employee only coverage! Employees have the option to enroll in our 401k plan and receive an employer match up to 6%.
• Other Benefits:This position is eligible for annual cash bonuses up to 1% and a 1% profit-sharing bonus to 401k accounts based on company performance.
• Great Perks:Other Verity benefits include a wellness subsidy, a transportation reimbursement benefit and education reimbursement.

ESSENTIAL JOB FUNCTIONS

User Support and Interaction:

• Assist end-users with system and service utilization and problems.
• Accurately record, update, and document requests using the IT service desk system.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and appropriately.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all organizational levels.
• Initial triage for all incoming IT Service Desk tickets, provide Tier 1 and Tier 2 support and escalate as necessary. Provide support to fellow IT Specialists.
• Build, installand deploy PCs, laptops and other peripheral equipment.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Assist with configuration of operating system and support software.
• Ability to administer multiple system access for employees, including onboarding new employees and removing access for terminatedemployees.
• Create, maintain, and publish relevant support documentation to assist all staff in quickly resolving incidents and service requests.

Infrastructure and System Administration:

• Perform upgrades and support for Desktop/Telecom hardware and software.
• Assist other departments in supportive servers, local area networks, network equipment, telecom systems, and Active Directory.
• Assist with information security monitoring and administration.
• Image, re-image, install, configure and deploy PCs, laptops and accessories

General IT Tasks:

• Maintain up-to-date knowledge of all credit union policies and procedures, rules and regulations, products and services, trends and practices.
• Other job related tasks as assigned.

Qualifications

• Minimum of a High School diploma or equivalent is required. An Associate’s degree or higher and/or technical certifications is a plus.
• 3 years of relevant work experience.
• Minimum 1 year experience working with one or more ticketing systems
• 2 years of experience supporting financial institution technology a plus
• Continuing education in the Information Technology field preferred.
• Understanding of ITIL principles or willingness to learn
• Experience with PC, printer, network and telecom administration and maintenance is strongly preferred.
• Experience in installation and configuration of current operating systems and utilities is required.
• Experience in customer service is required with past service experience in IT service desk setting a plus
• CompTIA A Certification highly preferred.

  KNOWLEDGE, SKILLS AND ABILITIES

• Technical knowledge: Ability to troubleshoot common technical issues such as drivers, network connectivity, password lockouts and knowledge of general desktop and software support
• Customer Service Skills: Effective, empathetic communicator who understands everyone that they help has a different level of technical knowledge
• Communication Skills: Able to succinctly communicate issues to other service desk team members and also able to distill technical information down into language users can understand
• Follow Through - Ability to track issues from in-take to resolution to meet SLAs while keeping end-user apprised of progress.
• Problem Solving: Able to think through issues they encounter, extrapolate based on prior calls, pattern recognition to recognize when things may need to be escalated. Shows good judgment on problem escalation.
• Time management: Able to pace themselves and accomplish things in a timely manner including the ability to triage incoming cases

• Documentation Writing: Accessible to write down procedures in a precise and helpful way, at times documentation may be needed that’s accessibly to non-technical users as well
• Collaboration: Ability to work together with coworkers both in and out of service desk to diagnose and solve issues.
• Adaptability: Comfortable managing competing daily tasks, learn new things quickly and adept to new technology tools. Able to collect and analyze necessary data.
• Professionalism: Maintains a veneer of professionalism even when users are struggling
• Remote Skills: Many users at Verity are remote and the ability to explain things over the phone verbally without body language or the ability to physically guide users to the correct buttons or similar is important
• Security Awareness: Understanding of basic cybersecurity principles and the importance of data protection.

PHYSICAL CONSIDERATIONS

Verity is committed to reasonably accommodating the physical aspects of the position. The following are normally encountered in this job:

• Effectively communicate with diverse staff, members, and vendors
• The position requires some lifting of PCs, printers and other equipment, up to 30 lbs. individually.
• Primarily in-office position located at Verity Headquarters with ability to travel within local branch network. Hybrid opportunities possible with appropriate in-office staffing coverage.

Working Conditions

• Must be able to work occasional off hours and weekends.
• Sitting or standing for long periods of time
• Working on computers for a long period of time in an office environment

Washington is an At-Will Employment State

Your employment is at will, meaning you are free to resign at any time, for any reason, with or without notice. Verity Credit Union is also free to conclude the employment relationship with you at any time, for any reason, with or without notice. No statement or promise by a credit union representative or board member may be interpreted as a change in the at will policy, nor would it constitute an employment or other contractual agreement.