IT Help Desk Manager

A GREAT PLACE TO WORK AND BANK

Join our team! 1st Security Bank team members deliver service that "WOWs" each other and our customers. We value relationships, teamwork, community, and professional growth in a safe, friendly, and progressive workplace. We celebrate diversity and support equality for all. If you share these core values and are committed to career excellence, let us help you reach your dreams!

If you are the type of individual that would enjoy working at one of the Puget Sound's Best Places to Work for 9 years in a row and focuses on providing an exceptional client experience, then 1st Security Bank is the place for you. 1st Security Bank was named a bronze medal winner in its class in the Puget Sound Business Journal's Best Workplaces contest in its first year nominated and is also consistently rated a 5 star Bank in Washington State by Bauer Financial, an independent bank rating firm.

POSITION SUMMARY: 

Provide exceptional leadership of all help desk support to end-user employees bank-wide on computers, peripherals, phones, the core banking system, MS Office applications, and other software.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following

• Demonstrate service excellence in end-user support by managing all Tier 1 support via  telephone, in-person, and through remote tools.

• Participate as a subject matter expert for tier 1 support items

• Ensure service level commitments are strongly adhered to for both internal and external customer service. Manage help desk employee workloads, handle escalation of issues beyond the expertise of help desk staff, and ensure further escalation of tickets to System Administrators as appropriate.

• Oversee help desk ticketing system and queues

  • Manage the installation, maintenance, replacement schedule, and support of all PCs, laptops, printers, and other equipment and peripherals

  • Oversee the performance of maintenance tasks such as Move/Add/Change requests for employees and groups.

• Participate as a member of the Bank’s Operational Oversight Committee.

• Assist in maintaining a secure network and third-party connectivity.

• Contribute to satisfactory or better audits and examinations in the IT area.

• Maintain knowledge of Company and industry projects, services and trends affecting team activities including technology advances and compliance/regulatory trends.

BENEFITS AND PERKS

• Full medical, dental, and vision coverage for individual or family plan.

• Life insurance.

• Long-term disability insurance.

• 401K matching program.

• Paid sick and vacation time.

OUR CORE VALUES

• Relationship Driven - we strive to "WOW" (surprise, excite and delight) each other and our customers.

• Ethical - fair, honest and act with integrity.

• Lead by Example - maintain a positive attitude, show respect for others, and have some fun!

• Accountable - we take our responsibilities seriously and we meet our commitments with urgency.

• Team Player - dependable, enthusiastic contributor to team success and to the greater good of the bank.

• Embrace Dreams - we encourage each other to reach for our dreams.

• Diversity - we celebrate diversity and support equality for all.

• Community Oriented - we actively support our communities and the Bank's CRA initiatives.

• Open and Honest Communication - always professional, responsive, and timely.

EDUCATION and/or EXPERIENCE

• Five years related experience providing exceptional end-user technical support, preferably in a financial institution in a leadership role.
• Extensive experience with personal computers and software applications, including Microsoft Windows, Active Directory, and MS Office Professional applications.
• Knowledge of information security standards and practices.
• Banking experience or business knowledge regarding the business of banking and applications typically used in the banking industry a plus.
• Technical certifications such as ITILv4 desired
• Experience with Fresh Service ticketing system a plus.
• Experience with Fiserv DNA Core banking System a plus.
• Basic knowledge of all applicable Regulations that pertain to this position is required.

COMPUTER SKILLS

See Education/Experience section above for specific computer-related skills necessary.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will operate in a general office environment, using office equipment such as a phone and a computer.  The employee must have full range of motion and be able to bend, squat, and crawl when installing equipment. 
• The noise level in the work environment is usually quiet to moderate as compared to a private office with light foot traffic and office equipment.  The employee must be able and willing to interact frequently with the general public. 
• Occasional travel, after-hours, and weekend work is required.