Job DescriptionSalary Range:
$25.05 - $40.10
(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)
Posting Date:
April 23, 2024
This job will be open and accepting applications for a minimum of three days from the date it was posted.
Benefits worth writing home about:
Medical, dental, and vision coverage for employees and their families
Life, disability and family Leave
401(k) and Roth 401(k) with employer match
Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts
Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
Free employee checking account and employee home loan discounts
EO/AA Employer including Vets and Disabled.
Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.
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Job Description Summary:
The End User Support group provides computer support service to the users of the company's computer information systems. Support is provided out of our Seattle Headquarters for more than 100 sites in 10 states with various environment complexities; retail banking, loan offices, corporate offices and fulfillment centers. We support multiple Windows OS versions, many standard desktop applications and many banking & financial applications. This team is skilled at troubleshooting computer hardware and software problems, connectivity issues in a networked environment with the ability to troubleshoot various client/server apps. The responsibilities of the Support Analyst II include troubleshooting issues and properly diagnosing problems, hardware/software installations, configuration, replacement or repairs of issued equipment, and thoroughly documenting tickets. As we primarily support users remotely one must have excellent phone skills and be able to convey instructions clearly and patiently. May also be called on to setup equipment for presentations, support printing, support and install mobile devices, and will participate in a rotating Oncall schedule.
Job Details:
PRIMARY FUNCTIONS:
Providing 2nd level support to customers, and technical support to other support analysts as required while displaying a positive attitude and meeting our customer service standards
Provide onsite, remote, and phone user support for hardware/software issues
Following and maintaining departmental knowledge documentation
Hardware & software installation, connect computers to the network
Maintain inventory records on hardware and software configurations
Troubleshooting in conjunction with customer to identify problems
Maintain accurate and complete files, records and other documents relating to assigned responsibilities in our ticket tracking system, escalate problems to appropriate support Tiers
Track and route problems and requests, and document resolutions
Stay current with system information, changes and updates
Respond to requests for technical assistance in person, via phone, electronically
Ability to maintain effective communication and working relationship with manager, co-workers, branches, and home office departments
Able to work independently, complete work assignments within SLA, as part of a team, and with people of diverse background
QUALIFICATIONS:
3 years of technical support experience in large scale or corporate environments supporting Windows OS through Windows 10
MCP or MCSA encouraged
Experience creating and deploying system images, with SCCM & USMT is preferred
Deep working knowledge of TCP/IP, DNS, Microsoft Exchange, Office365, SCCM, Active Directory, and a good understanding of basic security best-practices
VBScript, PowerShell and/or Batch scripting skill is useful and encouraged
Strong level of comfort and familiarity with computer hardware
Ability to manage time effectively and meet project milestones
Possess good judgment, ability and willingness to accept responsibility and handle confidential information, ability and willingness to follow policies and procedures
Exhibit problem solving, resourcefulness in solutions and reasonable decision-making
Ability to multi-task between phone, email, and in person customers while maintaining a friendly demeanor is required
Strong deductive listening and reading/writing comprehension is required
PHYSICAL CONSIDERATIONS and WORK ENVIRONMENT:
OnCall Support, to include overtime and weekends
The ability to lift/move 50 lbs., multiple times per week
Crawling under desks/tables to set up and move cables, push copy machines into place
Driving or flying to other work locations to work on equipment set-up
This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.
Area:
Technology (Corporate)
Equal Employment Opportunity Equal employment opportunity is a fundamental HomeStreet belief. We practice fair and equal treatment for everyone, regardless of race, color, national origin, ancestry, religion, creed, political ideology, gender, marital status, sexual orientation, age, or the presence, history or perception of having any sensory, mental or physical disability, genetic information, or protected veteran status. In addition, we ensure compliance with federal, state and local laws governing nondiscrimination in employment. This philosophy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.