Desktop Services Specialist

WECU is seeking a full-time Desktop Services Specialist to join our IT Support department in Bellingham, WA. This position performs customer service representative duties; creates Service Requests using industry standard software; provides first-level technical information and systems support; resolves moderately complex technical problems. This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.

RESPONSIBILITIES:

• Manage support requests, including receiving, responding, and escalation of requests.
• Focal point for creating Service Requests received by various means (telephone/e-mail).
• Evaluating user request for repair of hardware/software/VOIP systems
• Gathers facts and data to be used in creating/resolving Service Requests.
• 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 monthly.
• Performs miscellaneous job-related duties as assigned.
• Manage users and groups.
• Purchasing and asset/inventory management.   
• Communicate down systems to staff.
• Reporting.  
• Knowledge-based management.
• Deployment, maintenance and monitoring of client hardware and software. This includes scanner, printers, signature pads, personal computers, etc.
• Management of off-site assets.
• Other duties as assigned by management.
• Follows policy and procedures related to 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's degree or comparable experience in a related field; minimum education requirement may be substituted for experience.
• A+/Network + Certification preferred
• Ability to communicate effectively, both orally and in writing.
• Fundamental knowledge of basic computer systems function and analysis.
• Ability to investigate and analyze information and draw conclusions.
• Ability to provide technical guidance and instruction on the use of computer 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.

NOTE: Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.

COMPENSATION:

The salary range for this position is from $24.45 to $34.53 per hour.

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits with premiums for employee coverage paid in full, 401(k) retirement plan with an8% 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. Headquartered in Bellingham, WA, WECU has over 160,000 members and over $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.