End User Computing Specialist I

Northwest Community Credit Union, a division of TwinStar Credit Union, believes in providing our employees an environment where they can flourish personally and professionally.
We are proud that we have never lost sight of our founders' commitment to providing each individual, and our community, with uncommon care.
Join a team with a rich heritage of serving our region for more than 70 years! Northwest Community Credit Union serves members from offices in 36 locations across Oregon and Washington Location: Hybrid This position is hybrid and based out of Eugene, OR.
Some duties will be performed remotely and some in an office setting.
Support Center 545 E 8th Ave.
Eugene, OR 97401 Status: Full-time, Regular, Non-Exempt Pay Range: The full pay range is $26.
88 - $40.
33/hour.
Depending on experience and qualifications Applicants are encouraged to apply by April 5th, 2024 at 5:00 PM PST.
We are seeking an End-User Computing Specialist to join our team! This position is expected to perform a wide range of duties aimed at providing timely and accurate responses to basic hardware and software issues, assisting with user account management, and the resolution of support tickets via the Credit Unions IT Service Management (ITSM) tool.
Receives, resolves, and/or routes requests from internal customers via various communication mediums, including email, phone, and ticketing systems.
Ensures end users receive efficient and effective technical assistance while maintaining a high level of professionalism and customer service.
Visa sponsorship not available.
Contact us at 800.
258.
3115 with any questions or request for accommodation.
Essential Functions and Tasks: Serve as the initial point of contact for all IT-related inquiries, incidents, and service requests from Credit Union staff.
Receive, route, and resolve end user support tickets, escalating to proper personnel or teams when appropriate.
Owns technical issues until resolution while upholding SLAs.
Provide timely and accurate responses to incoming requests via phone, tickets, or in-person, ensuring a high level of customer satisfaction.
Assist with user account management, including password resets, access requests, and permission adjustments.
Prepares knowledge base documentation pertaining to commonly reported issues.
Document and track all support interactions using our ticketing system, ensuring thorough and accurate records of issues, solutions, and follow-up actions.
Assists with the testing of new programs, software, and hardware.
Provide timely and effective support to end-users, guiding them through issue resolution.
Installs, tests, configures, and deploys new phones, workstations, peripheral equipment, and software.
Works with Endpoint Engineer to ensure laptop/Virtual Machine images are up to date and accurately deployed to end users.
Makes changes to, and verifies resolution of, device networking via DHCP.
Maintains Windows Active Directory security groups, distribution groups, users, and workstations.
Assists with deployment and support of corporate mobile devices and mobile device management software.
Updates and maintains phone systems, building new phone profiles and extensions via administrative consoles when required.
All other duties as assigned.
Education and Experience Required: High school graduate or GED Education and Experience Preferred: Associate degree in computer information systems or related field.
Two (2) years' experience in an IT Help Desk, Service Desk, or Service Support Analyst role preferred.
Previous experience in a financial institution preferred.
Knowledge of ITIL best practices a plus.
Demonstrated Abilities: Knowledge of Windows environment, DHCP, VMware, Exchange, Office, and Apple products.
Demonstrated experience with ITIL Service Management standards.
Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals.
Capacity to maintain customer service focus while juggling multiple tasks and priorities simultaneously; demonstrate initiative and tact in dealing with department/branch supervisors, staff, and outside vendors.
Adept in operating computer hardware and software; able to detect and resolve operation problems.
Detail oriented, able to work with minimal direct supervision and to exercise independent judgment and analysis.
Ability to function effectively as a member of a team or on individual tasks and assignments; must maintain confidentiality.
Benefits & Other Compensation: This position is eligible for coverage under the credit union's group welfare benefits program the first of the month following your date of employment.
The benefits program includes coverage paid in full by the credit union, benefits which employees share in the cost, and voluntary coverage.
Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.
Coverage covered at 100% by the credit union includes Basic Life/Accidental Death & Dismemberment (AD&D) Insurance, Long-Term Disability, and Travel Accident Coverage.
Employees share in the cost of Medical Insurance, which also includes Dental and Vision coverage.
Employees also have the option to elect voluntary coverage for Life/AD&D, Short-Term Disability, and AFLAC at 100% of the cost.
The credit union offers the utilization of Flexible Spending (FSA), Dependent Care (DCA), and Health Savings Accounts (HSA) that are set up to reimburse you with pre-tax dollars for eligible healthcare and/or dependent care costs.
Eligibility to contribute towards one of these savings accounts is effective with the medical insurance enrollment, based on the type of medical coverage selected.
Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis.
Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.
EEO Statement: We are an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.