IT Support - Help Desk Associate

Lower Valley, a division of Self-Help Federal Credit Union (SHFCU) is currently undergoing dynamic growth in its retail credit union operations in California and more recently in Illinois. Under the direction of the IT/IS managers, Help Desk Support Specialists work with all staff at SHFCU and our brand organizations. Specifically, s/he is responsible for providing technical assistance and support related to computer systems, hardware, and/or software. S/he will respond to queries, runs diagnostic programs, isolate problems, and determine and implement solutions.

Help Desk Support Specialists Essential Responsibilities:

Provide in-person or over the phone technical assistance and support for incoming queries and issues related to equipment, software, and hardware

Provide on-the-spot training to computer users when necessary

Oversee daily performance of computer systems throughout the SHFCU network

Respond timely to e-mail messages from those seeking help

Ask questions to determine nature of problem

Walk SHFCU staff through problem-solving process(es)

Install, modify, clean, and/or repair computer hardware and software as needed

Run diagnostic programs to resolve problems

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Install/troubleshoot computer peripherals for users

Follow up with SHFCU staff to ensure issue(s) have been resolved

Log feedback from SHFCU staff about computer usage issues and help desk experience

Run reports to determine malfunctions that continue to occur

Perform other duties, responsibilities, and projects as assigned.

Help Desk Support Specialists Credentials, Experience and Skills:

A highly eager and energetic individual looking forward to learning and excelling in the IT field.

Computer Science degree, IT training, on the job experience or equivalent IT certification(s)

Intermediate understanding of networking concepts/computer hardware components.

One to two years’ experience in IT/IS in a financial industry (credit union, bank, mortgage company, investment company, etc.)

Knowledge of electronic banking equipment and software

Experience with Active Directory · Experience with Office365 administration

Experience with web conferencing technology

Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.

Minimum one (1) year of hands-on IT/IS experience in a high-pace, large or multi-location organization

Strong understanding of cultural competency

Preference for working in organizations that place priority on teamwork and collaboration

Strong communication skills – verbal, written, and analytical.

Problem Solving – Identifies and resolves problems timely.

Acknowledges, greets and responds quickly to customer needs; responds to requests for service and assistance.

Remains professional when dealing with negative situations. Demonstrated ability to work with confidence and ease at all levels within the credit union

Strong computer skills, along with knowledge of Microsoft Office (Word, Excel, PowerPoint) and traditional office products (copiers, fax machines, ten-keys, etc.)

Strong aptitude for computer, data, and internet processing.

Ability to work under pressure, to meet deadlines, and to multi-task effectively

Listens and seeks clarification; responds professionally and positively to questions.

Contributes to building a positive team spirit.

Uses training opportunities to improve technical and customer service ability

May need to travel up to 25% of the time within SHFCU and all brand organizations

Intermediate working knowledge of IT security · Ability to meticulously document, organize, and follow processes, fixes, solutions, and alternatives.

Physical Requirements: Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.

Compensation:

Competitive nonprofit compensation, based on experience, plus a generous benefits package.

Lower Valley, a division of Self-Help Federal CU, is a $132 million, low-income designated Community Development financial Institution deeply rooted in the Yakima and Wenatchee Valleys of Washington State. Founded in 1952 and headquartered in Sunnyside, the credit union operates 6 branches located through-out Yakima, Franklin, and Douglas counties. It merged with Self-Help in January 2021

Self-Help Federal Credit Union was chartered in 2008 to build a network of branches that serve working families and underserved communities. With 19 branches in California, 10 branches in Illinois, and 1 branch in Wisconsin, over $1.5 billion in assets, and serving more than 80,000 members, Self-Help Federal is one of the fastest-growing low-income designated credit unions in the country. It is part of the national Self-Help family of non-profit organizations whose collective mission is to create and protect ownership and economic opportunity for all. For 40 years, the Center for Community Self-Help and its affiliates have provided $9.7 billion in financing to help over 180,000 low-wealth borrowers buy homes, start and build businesses, and strengthen community resources. For more information, go to www.self-helpfcu.org and www.self-help.org.

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

Apply to this position through the provided link:https://recruiting.ultipro.com/SEL1003SELF/JobBoard/9428db3f-b33b-40a2-bfcc-c969930f017c/OpportunityDetail?opportunityId=679ab755-ab3e-46fb-9235-950ca20842dd