Technology Solutions Specialist II (Oregon City)

This position requires working on-site daily. Relocation assistance is not available for this position. Join our Team At Rivermark, we're more than a financial institution we're a community of passionate people committed to transforming lives and communities together . We're a proudly progressive credit union that values diversity, equity, and inclusion, and we celebrate the differences that make each of us unique. At Rivermark, we foster an environment where every employee can show up as their authentic self and feel a genuine sense of belonging. We're deeply dedicated to serving historically marginalized and underserved communities, empowering our members to achieve their dreams through innovation, compassion, and personalized financial solutions. We believe that when our employees thrive, our members and communities thrive too. That's why we've built a culture rooted in collaboration, growth, and inclusion, where your ideas are valued, your voice matters, and your work truly makes a difference. If you're looking for a career with purpose and want to join a team that's shaping a brighter, more inclusive financial future for everyone, we'd love to have you join us.

Position overview:

Provides tier one and tier-two technical support to credit union staff. This includes troubleshooting and resolving more complex hardware and software issues, assisting with network and system administration tasks, and escalating issues to higher-level support when necessary. Additionally, provides desktop support and build-outs - including the setup, configuration, and maintenance of desktop systems and peripherals. Provides support, guidance, mentoring and training to tier-one support team members.

Primary responsibilities:

Provides second-level technical support to end-users, including troubleshooting more complex hardware and software issues, assisting with network connectivity problems, and performing system administration tasks. Handles service requests such as advanced equipment setup, software installations, and user access management. Ensures these are logged, tracked, and completed in a timely manner. Manages and prioritizes support requests, including troubleshooting technical issues and escalating complex problems to higher-level support when necessary. Performs desktop support tasks including the setup, configuration, and maintenance of desktop systems and peripherals. Assists with hardware and software installations, upgrades, and deployments. Assists end-users with technical issues related to their workstations, applications, and network access, ensuring clear communication and timely resolution. Provides guidance and support to tier one support staff. Ensures all service and support requests are properly documented in the ticketing system, tracked for progress, and followed up to ensure resolution and user satisfaction. Maintains accurate records of issues and solutions, contributing to the knowledge base for future reference and training purposes. Develops and updates documentation as needed. Provides excellent customer service, maintaining a professional and friendly demeanor when interacting with end-users. Mentors and trains tier one support staff as needed. Participates in and contributes to various IT projects, as needed.

Must-haves:

High school diploma/GED required. Minimum of three years of experience in a technical support or help desk role with a focus on more complex technical issues and desktop support. Advanced understanding of computer hardware, software, and network systems. Familiarity with common IT support tools and practices. Strong analytical and problem-solving abilities with the ability to troubleshoot and resolve complex technical issues. Strong customer service orientation with the ability to maintain a positive and professional demeanor when assisting users. Ability to manage multiple tasks and prioritize requests effectively in a fast-paced environment. Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships. Able to establish credibility and rapport, partner collaboratively, and work successfully with members and employees at all levels of the organization. Strong written, verbal communication and interpersonal skills. Ability to apply solid judgment, initiative, and tact in communications with members and coworkers. Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence. Able to maintain high levels of confidentiality. Strong organization, planning and prioritization skills. Successful at balancing responsibilities to ensure completion by deadlines. Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software applications. Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours. May occasionally need to lift and carry up to 50lbs of computer and peripheral equipment. Must be available to work on-site daily, Monday through Friday, 7 a.m. to 4 p.m.

Nice-to-haves:

Experience in a financial institution or related industry is preferred. We offer a competitive benefits package designed to support your well-being and professional growth. Visit our Benefits page to learn more. Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected.