Working for Pacific Service Credit Union
We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.
What’s in it for you?
Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.
Bonus program: All employees are rewarded for attaining our annual organizational goals.
Tuition Reimbursement program for employees eligible after six months of service.
Recognition program where employees can be nominated by management, their peers or by members.
Employee referral bonus.
Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
Employees are eligible to receive a consumer loan rate discount
Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.
Our Hiring Process
We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.
Apply: Submit your resume for one of our job openings.
Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.
In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).
If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!
Position Summary:
The IT Helpdesk Manager is responsible for ensuring the Helpdesk team provides professional and efficient support to credit union employees. An engaged and tactical manager, with a strong customer service mindset, responsible for standardizing and streamlining helpdesk services and procedures, as well as identifying and improving efficiencies, and providing tier three level technical support to senior and department management. This position plays a critical role in ensuring the efficient operation of our IT Helpdesk by managing day-to-day activities, providing technical expertise, maintaining, and fostering a culture of exceptional customer service, managing the ticket system, ticket escalations and resolution of critical technical issues. In addition, deployment, maintenance, troubleshooting and repair of all supported computer systems, software and computer peripherals are critical responsibilities of this position. This role also coordinates help desk activities with other team members and support groups.
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Team Supervision and Development
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Directly manage the team of IT Helpdesk technicians, providing leadership, coaching, performance management and mentorship to foster growth and development.
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Develop and deliver training programs to enhance the skills and knowledge of the IT Helpdesk team.
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Technical Support
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Serve as a point of escalation for complex technical issues, assisting the Helpdesk team in troubleshooting and resolving hardware and software problems.
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Deploy and support end user systems, including but not limited to: desktop and laptop computers, printers, smartphones, tablets, iPads and assorted peripherals.
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Understand and leverage Mobile Device Management (MDM) systems for the management of mobile devices e.g. Intune, Airwatch, MaaS360
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Maintain conference room computers, projectors and other facility related computer systems.
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Customer Service
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Ensure the delivery of exceptional customer service by the Helpdesk team, maintaining a high level of responsiveness and professionalism when assisting staff and members.
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Create and distribute end user application and PC training job aids.
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Engage with clients to provide in-person and phone support.
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IT Operations
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Oversee the day-to-day operations of the IT Helpdesk, including monitoring and assignment of the ticket queue, incident management, request fulfillment, and routine maintenance tasks.
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Maintain accurate system inventory, making recommendations for repairs, upgrades, and replacements.
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Work within the framework of documented Change Control at all times.
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Make recommendations to improve operational efficiencies
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Research and procure IT equipment (e.g., PCs, printers, scanners, etc.) to support end users and day-to-day business operations.
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Documentation – Maintain up-to-date documentation of standard operating procedures, troubleshooting guides, and knowledgebase articles.
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Vendor Management – Collaborate with vendors for IT support and procurement of hardware and software as needed.
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Performance Metrics – Define, monitor, and report on key performance indicators (KPIs) related to IT Helpdesk performance and efficiency, including SLA compliance.
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Assist in guarding against viruses, malware, intrusions and other threats through the development and implementation of consistent network and endpoint protection measures.
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Support enforcement of security and technology policies.
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Perform other duties as assigned by Information Technology Management.
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Education: High School diploma or equivalent required. Two-year degree with relevant course work in the computer sciences field or IT certification preferred.
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Experience: Minimum of 2 years in a supervisory or management role. 5 – 7 years of help desk/service desk experience supporting at least 50 users in an Active Directory based environment.
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Experience managing inventory allocation and help desk/service desk ticketing systems.
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Proficient in Microsoft Windows OS and Office suite products
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Proficiency with web conferencing services (MS Teams, Zoom, WebEx), ACD queue management, and other team collaboration tools, highly desired.
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Supervisory training and certifications are highly desired.
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IT certifications (e.g., CompTIA A+, Network+, or ITIL) are a plus.
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Experience at a financial institution, preferably a credit union, is a plus.
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Skills and Abilities:
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Extensive working knowledge of current Microsoft Windows PC OS, Microsoft Office Suite (last three versions), interaction with Exchange/M365 and File servers.
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Advanced knowledge of PC imaging systems including client-based and web-based.
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Advanced understanding of basic networking, Wi-Fi and VPN technologies.
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Excellent problem solving and analytical skills, ability to troubleshoot and resolve or triage problems.
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Good working knowledge of system and software deployment technologies and techniques.
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Ability to operate with a high degree of ownership and focus on key objectives.
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Excellent user support skills, operating with a strong sense of urgency.
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Excellent organizational, written, and oral communications skills a must.
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Must excel working in a team-oriented environment.
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Excellent problem-solving skills and experience with end user troubleshooting.
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Maintain a positive attitude and navigate high pressure encounters and last-minute changes. Ability to maintain detailed notes, documentation (including procedures), and updates to staff and end users.
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Extra Credit Skills: You will bring your enthusiasm, collaborative workstyle, inquisitive attitude, flexibility, creativity, focus on excellence, and overall “great-to-work-with” demeanor. Previous experience with a financial institution with basic knowledge of financial products and services is a plus.
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Travel Required: Occasional travel or overnight travel to branch locations as needed. Travel requires the ability to operate personal vehicle (mileage reimbursement based on IRS rules).
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Hours Required: Operating hours are 7:00am to 6:00pm Monday through Friday. Weekend support and shift coverage as required. Hours may fluctuate to accommodate business needs. Schedules are subject to change based on organizational needs. This position is eligible for the credit union’s telecommute policy.
