IT Service Desk Technician 2

Responsibilities

• Evaluates, documents, and resolves complex support requests involving hardware, software, networking, and system access, applying advanced troubleshooting and independent analysis.
• Serves as the initial escalation point for end users and Service Desk Technician 1 roles, providing advanced support via phone, email, and ticketing system while driving resolution of complex issues.
• Manages and documents trouble tickets, ensuring resolution of all Tier 1 and Tier 2 issues during initial contact whenever possible.
• Maintains ownership of technical issues through resolution, ensuring effective outcomes and validation of solutions prior to closure.
• Performs and supports advanced system configurations, updates, and changes in alignment with enterprise standards and change management processes.
• Escalates issues that exceed defined scope while coordinating cross-functional support and ensuring thorough documentation and follow-through.
• Serves as the subject matter expert for desktop deployment and imaging, automation, and alerting systems.
• Contributes to the creation and maintenance of Knowledge Base articles, focusing on complex issue resolution, root cause insights, and prevention of repeat incidents enabling all employees to effectively implement solutions and improve their skills in areas where they may lack expertise.
• Follows and helps refine support procedures and SLAs, while identifying opportunities to improve service delivery and operational efficiency.
• Analyzes ticket trends to recommend improvements in training and documentation.
• Delivers intermediate-level technical training to first-level administrators and end users.
• Coordinates communication and documentation during critical incidents or events.
• Ensures laptops and desktops and properly imaged with approved software.
• Handles minor core and network issues, including access issues, privilege changes, and GL creation and translations. Creation of devices including printers, consoles, and cash dispense machines.
• Logs all support requests and interactions in the ticketing system (e.g., ServiceNow), ensuring complete, accurate, and detailed documentation for complex issues.
• All other duties as assigned.
• When You'll Be Working: Monday - Friday: 9:00am - 6:00pm and rotating Saturdays: 9:30am - 2:00pm. Full-time 40 Hours a week.

Requirements

• Minimum three (3) years of experience in technical support.
• Bonus Points If You Have:
• Experience in a credit union or other financial institution environment.
• Associate degree in computer information systems or a related field preferred.
• ITIL Foundation certification preferred
• Strong working knowledge of Windows environment, DHCP, VMware, Exchange, Office, and Apple products; able to troubleshoot intermediate issues.
• Demonstrated experience with ITIL Service Management standards and applying them in daily support activities.
• Experience with setup, configuration, and troubleshooting of end-user hardware, software, and peripherals (desktops, laptops, printers, phones, mobile devices).
• Ability to diagnose and resolve moderately complex hardware, software, and connectivity issues, escalating when appropriate.
• Proficie

Benefits

Additional Information

To maintain a strong connection with our members and local communities and better understand their unique needs , we are currently considering applications from candidates residing in Oregon and Washington for all open positions. We appreciate your understanding as we focus our hiring efforts in these specific regions. And, we encourage all qualified candidates from these states to apply, as we look forward to learning more about your unique skills and experience ! Applicants are encouraged to apply by June 23, 2026 at 5:00 PM PST . Job postings are subject to close early or extend longer than the anticipated closing date. We recommend applying as soon as possible. Where You Will Work: Remote role open to candidates residing in Washington (WA) or Oregon (OR). One day per week required onsite at either our Lacey or Eugene location. View our branch locations here . Pay Range: The target hourly pay range is $30.11 - $34.22. The full hourly pay range is $27.42 - $41.13. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance ba sed and targets vary by role. Job Overview: This position is responsible for providing intermediate technical support across a wide range of systems and technologies used by the credit union. This includes computer hardware, peripherals, software, Symitar, imaging systems, Microsoft and *NIX platforms, networking, and more. Acts as a Subject Matter Expert (SME) for select systems and contributes to both day-to-day support and long-term solution development.

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