WECU is seeking a Help Desk Manager to join our Information Technology team located in Bellingham, WA. This role is responsible for managing service desk support staff and supporting IT projects impacting WECU staff and volunteers. Oversees activities for Tier 1 and Tier 2 IT support and assists in planning for IT enterprise application, infrastructure, and information security projects.
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KEY RESPONSIBILITIES INCLUDE:
-Ensures user requests are managed according to organization service levels.
-Manage ticketing system workflow for IT department and following up on any tickets past due.
-Work directly with SMEs to document procedures; works with Learning and Development department to develop job aids and user training.
-Serve as escalation point for issues requiring timely vendor resolution or timely response from WECU staff. Escalates issues to IT leadership when appropriate.
-Performs regular audit and inventory, to occur at least annually, of WECU IT assets.
-Ensures user IT equipment, such as desktops, laptops, monitors, printers, and peripheral devices are serviced, retired, and replaced according to the manufacturers’ guidelines and department standards around lifecycle management.
-Assist with contract review for existing and potential vendors. Maintains data on all related vendors, following any vendor management programs.
REQUIRED SKILLS, EXPERIENCE, AND EDUCATION:
-Bachelor’s degree preferred and a minimum of five years of Tier 2 support experience. Equivalent experience may be substituted for education requirement.
-A+/Network + Certification required
-ITIL and Microsoft certifications desired
-Demonstrated knowledge of Microsoft Active Directory
-Financial experience desired
See link to apply