Help Desk Tier II

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

About the Role

Kitsap Credit Union is hiring a full-time Help Desk Tier II to work out of our Bremerton Harborside location. The position is responsible for providing technical support and resolving more complex IT issues escalated from Tier I support. This role involves in-depth troubleshooting, analysis, and resolution of technical problems, as well as assisting Tier I technicians in solving escalated issues. This includes receiving, prioritizing, documenting, and actively resolving ticket requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on or remote help at the desktop level.

Quick Facts

Seniority Level: Individual Contributor

Reports to: Manager, Information Technology

Employment Type: Full-time, hourly, exempt, hybrid after probation period

Salary Range: $23.36 - $28.00 hourly depending on experience

Bonus Target: 6% potential incentive of base pay

Working Hours: Monday - Friday 8AM - 5PM

Grade: 2 IT / 7 BC

Industry: Banking

PRINCIPAL ACCOUNTABILITIES

• Provide support for requests via telephone, web portal, email, and chat with courteous, timely, and effective resolution with established SLAs.
• Provide 1st level escalation for advanced or difficult help requests.
• Escalate requests with accurate documentation to technician or vendor, when required.
• Serve as an escalation point for Tier I support technicians.
• Prioritize and manage escalated tickets, ensuring timely resolution and follow-up.
• Document detailed troubleshooting steps, resolutions, and procedures.
• Create and maintain procedures, standards, FAQs, knowledge base articles, and other documentation.
• Share technical knowledge and expertise with Tier I technicians.
• Maintain a high level of customer service and professionalism.
• Collaborate with other IT teams to resolve complex issues and implement solutions.
• Identify recurring technical issues and recommend improvements.
• Manage corporate cell phones and other telephony requests.
• Manage all department invoicing, quotes, purchase requests, and purchase orders.
• Maintain fixed assets inventory and report acquired and decommissioned assets.
• Assist with new account setup and onboarding of new hires.
• Image, re-image, and deploy laptops and desktop computers.
• Rotation of Help Desk group on-call duties.
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Maintain knowledge and understanding of all relevant industry standards and best practices.

• Must be proficient in the MS Office 365 Suite, Windows desktop OS, and Active Directory.

• Excellent verbal and written communication, organizational, and attention to detail skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Must have initiative, be resourceful, able to work independently without granular guidance.
• Autonomous drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
• Demonstrate high level of engagement, active collaboration, and contributing to a positive environment.
• Understand, model, and represent KCU’s core values.

Required Qualifications and Education

Associate degree in computer science or related field, or three years equivalent experience. ITIL v4 certification required or obtained within six months.

Preferred Qualifications and Education

Bachelor degree in computer science or related field, or five years equivalent experience. A certification

SUPERVISORY STATUS

This position does not supervise others, but is responsible for being results oriented, collaborative, assign tickets to queues effectively, and embrace the organization’s core values, ensuring team effectiveness.

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (kitsapcu.org)

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Paid Care.com membership

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees. If this is the kind of organization, you’re looking for.

****** Employment is contingent upon satisfactory credit, background, and reference checks. Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ******

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