IT Support Technician I

Red Canoe Credit Union

Longview (WA)

On-site

USD 33,000 - 50,000

Full time

4 days ago

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Benefits offered by this job

Employee Assistance Program

Life Insurance

401K with employer match

Wellness Program

Flexible Spending Account

PTO leave

Paid Jury Duty Leave

Tuition Reimbursement for full time

Job summary

Red Canoe Credit Union in Longview, WA is seeking an IT Support/Help Desk Technician to install, configure, and maintain computer hardware/software across branches. You will troubleshoot issues, manage tickets, and provide user support with a focus on service quality.

Responsibilities include incident triage, escalation when needed, documentation, and assisting with disaster recovery planning. This full-time role requires weekend and night availability as needed and travel to remote branches.

Qualifications

Experience in IT help desk or desktop support.
Ability to troubleshoot hardware, software, and network issues.
Strong communication and customer service skills.

Responsibilities

Evaluate, prioritize, and troubleshoot user IT issues; own the ticket until resolution.
Manage and document tickets; communicate updates to stakeholders.
Provide support for installation, maintenance, and upgrades of hardware/software.
Assist with disaster recovery planning and IT training.

Skills

Customer service

Communication

Problem solving

Initiative

Teamwork

Education

Associates Degree desired

Tools

Windows OS

Ticketing system

Remote desktop

IT monitoring tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time TC 15th Ave Branch, Longview, WA, US

Salary Range: $24.08 To $36.12 Hourly

Build a Career That Makes a Difference

At Red Canoe Credit Union, we're more than a financial institution. We're a people-first organization dedicated to helping our members, employees, and communities thrive. We're looking for passionate, knowledgeable, and dependable individuals who want to make a meaningful impact every day.

As a member-owned, not-for-profit credit union, our focus is simple: people over profits. When we succeed, our members benefit. If you're searching for a rewarding career where your work matters and your contributions are valued, Red Canoe could be the perfect fit.

Since 1937, we've stayed true to the cooperative principles that set credit unions apart. For nearly 90 years, we've reinvested in our members rather than shareholders, helping build stronger financial futures and stronger communities.

Today, Red Canoe serves members through 11 branches across Washington and Oregon, with members in all 50 states. While we've grown, we've never lost our local roots. Giving back, supporting our neighbors, and making a positive difference in the communities we serve are at the heart of everything we do.

Join a team that's committed to people, purpose, and community.

At Red Canoe Credit Union, we believe in rewarding talent and experience with competitive and transparent compensation.

For this role, the target hourly pay range is $27.09 to $29.19, within a broader range of $24.08 to $36.12, depending on qualifications. Actual compensation is based on a variety of factors, including job-related skills, experience, education and training.

In addition to base salary, we offer performance-based incentive opportunities that vary by role. These incentives are designed to recognize and reward strong individual and team contributions.

Job Code
SPTEC1

FLSA STATUS
Non-Exempt

REPORTS TO
IT Ops Manager

DEPT
IT

SUPERVISES
None

WAGE

REVISED
July 2026

POSITION PURPOSE

Service-oriented and self-motivated employee who assists in operating the credit union’s computer systems, including installing and configuring hardware, software, and peripherals. Provides support for all aspects of IT, including operational and technical support for computer users. Acts as a SME for credit union systems.

ESSENTIAL JOB FUNCTIONS

Evaluates, prioritizes, troubleshoots, routes, and answers support requests from users experiencing problems with hardware, software, networking, and other computer-related technologies, own the issue until resolution while upholding SLA.
Thoroughly manages trouble tickets submitted by end users. Resolves all first level issues during the initial request / response. Follows up to make sure outstanding problems are being resolved, communicates to the stakeholder all updates through the ticketing system including triage/resolution specifics.
Makes judgments resolving issues of a technical nature, referring any complex issues to the appropriate team member’s/SME’s.
Manages and contributes to the development of existing support systems, centralized enterprise knowledge base, and enterprise automation initiatives.
Acts as a SME for support, automation, desktop imaging/deployment and alerting. Works with other SME’s and coordinate as necessary to drive issue resolution.
Documenting and tracking all calls/tickets that come in. Document process and resolution in all tickets. Create help desk solutions.
Provides support to the information technology department by performing installation, maintenance, and troubleshooting services.
Complete upgrades to all hardware and all software.
Work towards providing quality service by meeting department standards, goals and objectives.
Assist with disaster recovery planning and testing as assigned
Assist with IT training for credit union personnel.
Performs additional duties as assigned.
Keeps IT Operations Managers informed of unusual occurrences.
Provides support for all branches (travel to remote branches as needed).
Research software/hardware as needed. Install, and train software/hardware as needed.
Track computer inventory, printers and toner inventory and order new supplies as necessary.
Setup and administration of systems and users.
Keep documentation up to date with new changes or upgrades.
On-call technical support. Responsible for or assists with after-hours system failures and emergencies.

BASIC REQUIREMENTS

Must be bondable
Service-oriented and self-motivated individual
Work with others tactfully and professionally; and use of tact and diplomacy when working with confidential information
Proficiency with current Microsoft operating system and software
Ability to work independently and to take initiative
Proficient oral and written communication skills
Proficient computer systems and problem-solving skills
High degree of accuracy
High degree of organization in personal workload and the ability to work unsupervised in the accomplishment of routine tasks and project deadlines
Demonstrated ability to consistently meet, schedule and deadline commitments
Proficient verbal and written communication abilities, including ability to teach and explain ideas and concepts to co-workers, clients with varying levels of technical knowledge
Willing to work irregular hours including weekends and nights
Ability to operate within a Windows environment

MINIMUM QUALIFICATIONS

Associates Degree desired - equivalent professional experience will be considered
Technical Experience – At least one (1) year-plus professional experience in telecommunications, PC, Network or help desk technical support; other equivalent work experience may be considered
Financial Services Experience – One (1) year-plus credit union/banking data processing experience preferred; equivalent work experience may be considered
Keyboard Proficiency.
Communication Skills - Ability to hear by telephone and in person; and ability to read English by sight; and both speak and write English

JOB RELATIONSHIPS

This position reports directly to the IT Ops Manager and may have daily contact with employees, management team, members, Board of Directors, and outside organizations.
General - The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
Physical - Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier, and telephone. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches.
Mental - Mental effort required involving considerable organization, planning and analytical efforts with superior communication. General demands include alertness, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory, objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.
Environmental - Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment.. The employee may be present over a period of approximately 5 months with training at baseline period. The employee may have the ability to travel or relocate to meet a level of job requirement.
Equipment - Essential equipment used includes but may not be limited to telephone, personal computer, other on-line computer terminal(s), calculator, and office security systems. Non-essential equipment generally includes paper shredder, photocopy machine, facsimile (fax) machine, etc.

APPROVALS

This is to acknowledge the undersigned have thoroughly reviewed the position description. It is understood that while this document attempts to provide a complete description of the position requirements, it does not include an exhaustive list of functions which may be delegated from time to time. It is understood Red Canoe CU reserves the right to revise, change or disregard certain or all position responsibilities when, in the opinion of management, circumstances warrant. The employee further acknowledges their understanding of each position responsibility for which they will be held accountable and agrees to carry each out to the best of their ability. This position does not constitute a written or implied contract of employment.

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Manager:

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CHRO:

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