IT Support Technician

Full Time TC 15th Ave Branch, Longview, WA, US

5 days ago Requisition

Salary Range: $24.08 To $36.12 Hourly

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Job Code SPTEC1

FLSA STATUS Non-Exempt

REPORTS TO IT Ops Manager

DEPT IT

SUPERVISES None

REVISED July 2026

Service-oriented and self-motivated employee who assists in operating the credit union’s computer systems, including installing and configuring hardware, software, and peripherals. Provides support for all aspects of IT, including operational and technical support for computer users. Acts as a SME for credit union systems.

• Evaluates, prioritizes, troubleshoots, routes, and answers support requests from users experiencing problems with hardware, software, networking, and other computer-related technologies, own the issue until resolution while upholding SLA.
• Thoroughly manages trouble tickets submitted by end users. Resolves all first level issues during the initial request / response. Follows up to make sure outstanding problems are being resolved, communicates to the stakeholder all updates through the ticketing system including triage/resolution specifics.
• Makes judgments resolving issues of a technical nature, referring any complex issues to the appropriate team member’s/SME’s.
• Manages and contributes to the development of existing support systems, centralized enterprise knowledge base, and enterprise automation initiatives.
• Acts as a SME for support, automation, desktop imaging/deployment and alerting. Works with other SME’s and coordinate as necessary to drive issue resolution.
• Documenting and tracking all calls/tickets that come in. Document process and resolution in all tickets. Create help desk solutions.
• Provides support to the information technology department by performing installation, maintenance, and troubleshooting services.
• Complete upgrades to all hardware and all software.
• Work towards providing quality service by meeting department standards, goals and objectives.
• Assist with disaster recovery planning and testing as assigned
• Assist with IT training for credit union personnel.
• Performs additional duties as assigned.
• Keeps IT Operations Managers informed of unusual occurrences.
• Provides support for all branches (travel to remote branches as needed).
• Research software/hardware as needed. Install, and train software/hardware as needed.
• Track computer inventory, printers and toner inventory and order new supplies as necessary.
• Setup and administration of systems and users.
• Keep documentation up to date with new changes or upgrades.
• On-call technical support. Responsible for or assists with after-hours system failures and emergencies.

• Must be bondable
• Service-oriented and self-motivated individual
• Work with others tactfully and professionally; and use of tact and diplomacy when working with confidential information
• Proficiency with current Microsoft operating system and software
• Ability to work independently and to take initiative
• Proficient oral and written communication skills
• Proficient computer systems and problem-solving skills
• High degree of accuracy
• High degree of organization in personal workload and the ability to work unsupervised in the accomplishment of routine tasks and project deadlines
• Demonstrated ability to consistently meet, schedule and deadline commitments
• Proficient verbal and written communication abilities, including ability to teach and explain ideas and concepts to co-workers, clients with varying levels of technical knowledge
• Willing to work irregular hours including weekends and nights
• Ability to operate within a Windows environment

• Associates Degree desired - equivalent professional experience will be considered
• Technical Experience – At least one (1) year-plus professional experience in telecommunications, PC, Network or help desk technical support; other equivalent work experience may be considered
• Financial Services Experience – One (1) year-plus credit union/banking data processing experience preferred; equivalent work experience may be…