IT Support Technician I

Who We Are

First Fed is a local community bank on an exciting growth trajectory with 18 locations including 12 full-service branches in Western Washington. First Fed was recognized by the Puget Sound Business Journal as a Best Workplace for the last 3 years and a Top Corporate Philanthropist in 2023. By popular vote, First Fed received 2023 awards for Best Bank in The Best of the Northwest, Best Banker in Readers’ Choice by Cascadia Daily News, and Peninsula Daily News named us Best Bank on the Olympic Peninsula. We also received a Best-In-State bank award from Forbes in 2021.  

 For over 100 years First Fed has served our customers and communities throughout the PNW. We’ve donated over $9 million to non-profit organizations in the past 8 years through our foundations, sponsorships, direct donations, and matched employee donations. Our amazing team has volunteered over 25,000 hours in the past 5 years – many by using our benefit of 3 paid volunteer days per year!  

We welcome applicants from all backgrounds – our diversity makes us stronger. Join our award-winning team!  

Our Values

Optimism:  We are positive and decisive. We believe the future will be better than the past. Our attitude demonstrates persistence which leads to success.

Initiative:  We are self-starters and find innovative solutions. We are courageous, entrepreneurial, and passionate. We take action for good.

Respect:  We include individuals from diverse backgrounds and with different perspectives. We are committed to honoring and serving others.

Growth:  We learn and adapt so we can continually improve. We believe in personal growth through grit and determination.

Ownership:  We are invested in our endeavors. We are accountable and take responsibility for our actions and decisions.

Position Purpose:

The IT Support Technician is the front-line technical support representative to our employees. The Technician works to ensure that First Fed’s internal technology assets (desktop, laptop, printer, copier, and thin/zero clients) are running optimally, are secure, and are maintained to our desired level of quality. You will be expected to provide Support Desk Level  support to employees, assist in other IT areas, and participate in rotating weekend and periodic after-hours support. Above all, the Technician is focused on providing exemplary service to our internal customers.

Essential Functions:

• Provide technical support on all IT-related hardware, such as desktops, laptops, VDI clients, printers, phones, mobile devices, projectors, audio/video, UPS/PDUs, etc.
• Assist with Support  Desk duties, including phone coverage, support for systems/apps, employee onboarding/offboarding processes, etc.
• Ensure accurate and timely documentation of issues and solutions.

• Provide “remote hands” at all First Fed sites for department -provide onsite support for remote IT team.

• Organize and maintain department hardware storage areas and inventories.
• Pull, terminate, patch, and test Ethernet cabling. 
• Provide outstanding customer service to our staff and ensure that bank information is maintained in a safe and secure manner in accordance with company policies, missions, and goals.
• Ensure compliance with Bank Secrecy Act (BSA) regulations and other federal and state regulations and complete annual BSA training on time in accordance with BSA regs and internal policies and procedures.

• Attend classroom, online training, seminars, and conferences as needed.
• Maintain regular and predictable attendance and perform related duties and responsibilities as required.

• Develop and maintain a working knowledge of First Fed policies, procedures, and systems.

• Other duties as assigned.

Qualifications/Requirements:

• Typically requires higher education in Information Technology and/or 2 years of verifiable experience in desktop and general IT support.

• Ability to grasp complex technical concepts, diagnose, problem solve, and communicate concepts appropriately for the audience.
• Ability to communicate well with customers, peers, and management and follow detailed instructions.
• Familiarity with VMware Horizon virtual desktop environment desired.
• Familiar with supporting Microsoft Windows desktop operating system in a Microsoft domain environment.
• Familiarity with T568A/B CAT wiring and termination desired.
• Familiar with using and supporting business apps such as Microsoft Office and Jira Service Management.
• Familiar with Windows Active Directory and with networked printers in a Windows environment.
• Ability to assist and monitor technology vendors
• Valid Washington State Driver’s License and reliable transportation.  Local travel to sites approximately 20% of working days with visits to each branch and business center at least once / month.
• Occasional overnight travel out of area may be required.  Mileage reimbursement may be provided.
• High School Diploma required.

Physical Requirements: 

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

Pay Range

• The pay range for this position is $24.94-$42.40
• The typical hiring range for this position is $24.94 – $28.62
  
• The incentive plan for this position is the Staff Support Incentive plan. It is paid out quarterly with a 5% target payout.
• Employees will be eligible for our benefits package including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on our banking products, and more!  Additional information on our benefits package can be viewed at https://www.ourfirstfed.com/careers 

Salary : $25 - $42