IT Support Technician I at Red Canoe Credit Union in Longview, WA

IT SUPPORT TECHNICIAN I Full Time · Location: 15th Ave Branch, Longview, WA, US Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe in the value of people over profit. If you’re looking for a place to start a rewarding career you can be proud of, then Red Canoe might be the place for you. We’ve been a cooperative since 1937. That means any money we earn goes back to our members, not into the pockets of stockholders like a bank. For more than 80 years, we’ve held the traditions of credit unions near and dear to our hearts. We are not for profit, but for people. Red Canoe Credit Union has 10 branches spread across Washington and Oregon. We even have members living in all 50 states. But Red Canoe is still a local credit union at its core. For us, being local means an ongoing commitment to go beyond serving our members and giving back to the communities we call home. At Red Canoe, we strive to make a difference in the lives of our neighbors. IT Support Technician I   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.  CRITICAL JOB DUTIES  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. ESSENTIAL MENTAL, PHYSICAL & ENVIRONMENTAL DEMANDS • 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. Lunch/break area exposed to microwave; and is in the basement at main office. Facility is 100% free of tobacco smoke. • 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. Employee: Date: Manager: Date: CHRO: Date: REVISED July 2026 Red Canoe Credit Union provides the following benefits to all employees. • Medical, Dental & Vision Insurance • Employee Assistance Program • Life Insurance • 401K with employer match • Wellness Program • Flexible Spending Account • PTO leave • Paid Jury Duty Leave • Paid volunteer time A few more perks • Annual logo wear allowance • Gym Reimbursement • Tuition Reimbursement for full time employees • Employee loan discount EEO/AAEmployer/Vets/Disabled/Race/Ethnicity/Sex/Age