Service Desk I

Washington Federal Shoreline, WA
Join a dynamic and growing Technology team for our client. They are building the expertise to deliver progressive, integrated solutions for our consumer, small business, and commercial customers. We are seeking Service Desk Technicians. Your primary responsibilities will include providing outstanding technology support and service to our clients two thousand colleagues, including supporting all desktops, laptops, printers, and point of service peripherals within the bank's 235 branches in 8 western states. You'll be an integral part of the banks proud culture of simply being nice when serving our colleagues and clients.

* Assist and support users with the use of core banking applications, standard software, Windows, MS Office and other related banking business solutions. Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self-Service site requests for assistance.

* Maintain the Technical Support Software by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed.

* Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.

* Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.

* Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.

* Responsible for performing installations and configuring computers/laptops using standard processes and tools.

* Escalates complex problems to higher level of expertise within the organization.

* One year of IT related Help Desk experience required

* High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred.

* Previous practical experience in a personal computer network environment.

* Good working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.

* Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.

* Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.

* Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software.

* Basic understanding of accounting/record keeping. Bank related experience preferred.