Job Description:

Essential Functions:

Organizational Culture & Service Commitment: 

• Embraces the Embold Experience, including our Mission and Vision Statements, Core Values, and service standards.

Help Desk & End-User Support:

• Establishes, prioritizes, and responds to help desk tickets as appropriate; promptly responds to customer escalations.
• Serves as the first point of contact for all incoming help desk requests and ensure calls/emails/tickets are handled appropriately and timely.
• Prioritize, categorize, and triage tickets in alignment with SLAs.
• If needed, escalates requests to senior IT staff or vendors for problem resolution. Follows up in a timely manner or as needed until resolution.
• Coordinates and consults with senior IT personnel to ensure that user assistance is provided effectively and efficiently.
• Work with vendors to resolve problems; analyze and correct system malfunctions; instruct end-users; and consult with higher-level team members to resolve complex issues.
• Images and installs workstations, laptops and mobile devices, manages ongoing updates and patches.
• Processes Employee New Hire, Transfer, and Termination requests.
• Performs installation, configuration, maintenance and troubleshooting of end user hardware, software and peripherals.
• Provide password reset assistance, Multi-Factor Authentication enrollment support, and account lockout resolution.
• Troubleshoot basic network connectivity issues (Wi-Fi, wired connections, VPN access).
• Deliver remote support using approved remote assistance tools.
• Install, configure, and troubleshoot business software applications not covered by imaging.
• Set up, configure, troubleshoot, and maintain printers, scanners, multifunction devices, and other peripherals.
• Support conference room technology (webcams, microphones, Teams/Zoom room systems, screens, projectors).
• Assist with the deployment, enrollment, and troubleshooting of mobile devices through MDM systems.

Systems Administration & Technical Operations:

• Practice asset management for information systems, including, hardware, and software.
• Maintain accurate inventory records for all hardware assets, including asset tags, assignments, and status changes.
• Coordinate hardware lifecycle processes, including equipment refresh, retirement, and secure disposal.
• Pack, ship, receive, and configure equipment for remote, onsite or branch employees.
• Support enterprise and client infrastructure, including Active Directory, group policies, patch management, application security and compliance controls, and other systems or services as directed.
• Responsible for end-user account and service provision/de-provisioning in Active Directory, Microsoft 365, and other required enterprise systems (enterprise and department-specific).
• Facilitate the deployment and integration of security solutions following the information security program and industry best practices under the guidance of the Information Security Analyst.
• Runs daily and monthly operational jobs and tasks, checking for job errors, maintains and updates records, logs and reports.
• Maintain access rights and permissions for shared mailboxes, shared drives, Teams/SharePoint sites, and distribution groups.
• Process temporary access, vendor access, and privileged access requests in accordance with policy.

Training, Documentation, & Knowledge Management: 

• Provide technical support to project managers and Business System Analysts on project teams.
• Develop and maintain training materials and business application documentation.
• Document troubleshooting steps, resolutions, and user interactions thoroughly in the ticketing system.
• Identify and report recurring issues or trends to leadership for process improvements.
• Draft and update internal knowledge base articles and end-user support guides.

Branch & On-Site Technical Support:

• Provide on-site support for credit union branches, including workstation setup, printer mapping, and network connectivity.
• Support specialized branch equipment such as check scanners, cash recyclers, and teller line hardware.
• Assist with technology setup for new branch openings, remodels, or workstation relocations.

Compliance, Security, & Confidentiality:

• Maintain a high level of knowledge of Credit Union internal controls, compliance, laws, regulations, guidelines, policies and procedures in the area of responsibility.
• Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform duties of the position, including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security
• Maintain strict confidentiality regarding all non-public data and uphold the financial integrity of the Credit Union.
• Assist with endpoint protection monitoring and remediation under the guidance of Information Security.

Additional Duties:

• Perform other duties and responsibilities, including departmental and individual goals and objectives as assigned.

Competencies:

• Communication / Teamwork
• Job Knowledge
• Analytic / Critical Thinking
• Professionalism
• Attention to Detail
• Workplace Safety
• Time Management
• Member / Market Focus

Other Expectations:

• This position is responsible for providing support to other departments/branches as needed.
• Demonstrated technical competence with PC hardware and accessories.
• Knowledge of technology programs and products including, but not limited to, Windows 11, Microsoft 365, Active Directory, Exchange, SharePoint Online, and SQL servers. Workstation Hardware,  Printers, network communication, DNS, DHCP, and Internet/Intranet applications.
• Working knowledge of protocols such as: HTTP/S, SMTP, KERBEROS, RADIUS, S/FTP, etc.
• Ability to develop scripts in PowerShell to automate routine tasks and create operational efficiencies.
• Participation in community and/or volunteering events preferred.
• On-call response to resolve unexpected system issues affecting member services and coverage for Saturday branch hours.
• Ability to obtain and maintain job-related certifications as needed.
• Ongoing professional development – must complete the annual required courses and training; must meet expectations on Performance Evaluations and Behavioral Expectations.
  

Management Scope:

• Has no supervisory/managerial responsibilities.

Interpersonal Skills:

• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Independent Judgement:

• Specific standards and operating procedures provide some options and latitude for independent decision and action. The employee uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help. Decisions are usually limited to choosing between two or three known options. Decisions normally take the form of recommendations or giving input.

Mental Complexity:

• Problems encountered are somewhat complex, and may involve consideration of a variety or breadth of data and information. Frequently requires a mental focus of 1 hour or more per assignment or task. However, problems are generally similar in nature, with previous precedent to draw upon.

Organizational Impact:

• The position is designed to produce financial or strategic results that are expected to have a minor impact on current organizational results and/or would only impact a small segment of members or employees.

Potential for Error:

• Limited supervision and inspection of work. Errors can be difficult to detect and resolve and/or the consequences of potential errors can be of significance including, but not limited to lawsuits, lost assets or revenue of a significant value or poor external audit.

Physical Requirements:

• Perform primarily sedentary work with limited physical exertion and lifting up to 10lbs regularly; on occasion lifting up to 30lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment; e.g. computer, telephone, scanner, copier, facsimile, and calculator.
• Must be able to sit or stand for long periods of time.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
• Must be capable of regular, reliable and timely attendance.

Working Conditions: 

• This job operates in a professional environment.
• Days and hours of work will be established to cover office operations, typically ranging Monday through Saturday.
• Must be able to work extended hours whenever required or requested by management.
• This position may be required to travel to other branches for coverage, and to all staff meetings.
• Potential exposure to hazards, i.e. robbery, etc.

Mental and/or Emotional Requirements:

• Must be able to perform job functions independently and work effectively as part of a team.
• Must be able to plan and direct the work activities of self and others.
• Must be able to read and carry out various written and oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic financial calculations with extreme accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Experience:

• REQUIRED: Six months of similar or related experience in information technology.
• PREFERRED: Greater than six months of similar or related experience in the financial services industry.

Education:

• REQUIRED: A high school degree or GED. Plus, one relevant vendor provided certification or credential.
• PREFERRED: A two-year college degree or equivalent years of demonstrated work experience. Plus, two or more relevant vendor certifications or credentials.

• Work Schedule

  FULL-TIME – Exempt – 8:30 AM – 5:30 PM Monday thru Friday.

  Starting Pay Expectations:

  Minimum of $31.04 an hour to pay range midpoint of $32.67 an hour. Placement will generally not exceed the midpoint based on qualifications, experience, and internal equity.

  How We Determine Pay:

  This position is covered by the Oregon Equal Pay Act. Your salary is determined based on the experience listed in your resume that is directly related and equivalent to the position for which you are applying. It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all your relevant experience.

  Benefits: Here are a few of our great benefits.

  Medical, Vision, and Dental- Generous PTO-401k- Education Reimbursement & Student Loan Repayment Assistance and the onsite gym at administrative headquarters.

  We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.