Job Information
Sound Credit Union Support Specialist I in Tacoma, Washington
Job Details Level Entry Job Location Pacific Plaza - Tacoma, WA Position Type Full Time Education Level High School Diploma or equivalent. Salary Range $20.58 - $30.87 Hourly Job Shift Monday - Friday, 1/2 Day Saturday's Job Category Information Technology Description 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