IT Support Technician

Peoples Bank is hiring an IT Support Technician to help keep employees productive through dependable daily help desk support. This hybrid role in Bellingham, WA focuses on troubleshooting hardware and software issues, keeping IT systems accurate, and supporting core infrastructure needs like identity access and device lifecycle work.

Role overview

In this position, you will provide technical support and service to Peoples Bank employees by taking ownership of requests, investigating problems, documenting progress, and working toward resolution. You will also contribute to Identity Access Management activities and hardware lifecycle tasks such as imaging, sanitizing, and deploying computers.

Responsibilities

• Resolve support requests from Peoples Bank employees, prioritizing items by following established departmental and organizational procedures and service level agreements.
• Investigate faults, problems, and other support needs by gathering relevant information and documenting progress while working toward a resolution.
• Maintain key departmental tools, including the asset inventory and ticketing system, so they remain up to date and as accurate as possible.
• Participate in Identity Access Management (IAM), including provisioning, changing, and deprovisioning user accounts and system access.
• Participate in hardware lifecycle activities, including imaging, sanitizing, and deploying computers to bank employees.
• Provide timely responses to client and management requests, including regular status updates.
• Follow set policies and procedures to ensure proper handling of requests.
• Stay current on system information, changes, and updates.
• Inform management of recurring problems.
• Participate in the Extended Support rotation one week per month.
• Perform other duties as reasonably required within the role’s responsibility and scope, as determined by IT Management.

Required qualifications

• Associate’s degree in IT.
• Minimum 1-2 years of customer service in Information Technology, or a combination of experience and education in IT.
• May have an IT certification such as CompTIA A+ or CompTIA Network+.
• Strong people skills and the ability to diagnose problems quickly and accurately while maintaining a positive attitude.
• Ability to learn and teach new technology innovations.
• Ability to work quickly under pressure.
• Proficiency in the latest version of Microsoft products.
• Working knowledge of the Bank’s computer network infrastructure and procedures.
• Ability to work with minimal supervision and demonstrate strong organizational, problem-solving, and decision-making skills.
• Interpersonal skills with professional etiquette and a service-oriented mindset.
• Strong business communication skills, both verbal and written.
• Professional demeanor and strong regard for confidentiality.
• Ability to travel to other Peoples Bank locations and off-site for work, meetings, and/or training as required.
• Ability to model the Peoples Bank Mission, Vision, and Values.

Technologies

• CompTIA A+, CompTIA Network+
• Microsoft products
• Asset inventory
• Ticketing system

Compensation and schedule

• Location: Bellingham, WA (hybrid)
• Pay: USD 23 - 31 per hour
• Experience: Minimum 1 year

Benefits

• Hybrid work from home options for most non-customer facing positions.
• Profit sharing, incentives, and other bonus structures based on your position.
• 12 days of paid vacation, 2 paid wellness days, 2 days of paid community service time, and paid sick leave accrued based on hours worked.
• 11 paid holidays throughout the calendar year.
• Health benefits including Medical, Dental and Vision Insurance, Mental Health Resources, and a $200 annual reimbursement for wellness related expenses.
• 8% 401(k) employer match.
• Safety net of life and disability plans.

Each day in this role centers on supporting employees with day-to-day hardware and software needs, troubleshooting issues, and advising on the appropriate action. You will work in a fast-paced environment using the tools and knowledge needed to support users, with space to learn new applications and contribute as part of the IT support team.