Credit Union:

Self-Help Federal Credit Union


Sunnyside, WA



Job Description:

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.