Salary 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. If you are a California resident, you may be entitled to certain rights regarding your personal information, which is information that identifies, relates to, or could reasonably be linked with a particular California resident or household. Additional information about our data collection practices and location specific notices is available on our . 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 Experi