Help Desk Tier I

About The Role

Kitsap Credit Union is searching for a Help Desk Tier I to work hybrid out of our Harborside Bremerton office. This position is responsible for the first line technical support to internal staff. The Help Desk Tier I’s role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Principal Accountabilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Provide 1st line support for the troubleshooting of IT problems.
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software using distribution tools and processes as requested by end-users.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end-users.
• Contribute to technician knowledgebase as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Understand, model, and represent KCU's core values.

Qualifications And Education Requirements

• High School Diploma or GED required, and higher education preferred.
• At least 1 year of relevant technical experience.

Reports To

Service Platform Manager

Employment Type

Non-exempt, Hourly, Full Time, Hybrid

Salary Range

$28.29 - $34.09 depending on experience

Bonus Target

5% potential incentive of base pay

Working Conditions Required

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required:

• Must be able to remain in a stationary position for a minimum of 75% of the time
• Constantly operates a computer and other office productivity machines
• Occasionally ascends/descends stairs
• Constantly positions self in work environment
• The person in this position frequently communicates with peers, supervisors, vendors, and employees to exchange accurate information and answer questions
• Must be able to detect objects at a distance
• On occasion will move up to 20 pounds of office objects
• Works in an indoor office environment but expected to attend meetings in buildings that require travel in outdoor weather conditions

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

• 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
• Enjoy unlimited ORCA transit access through KCU for less than $45 a year—your cost as an employee