End User Services Supervisor
Company: Heritage Bank
Location: Burlington
Posted on: May 28, 2023
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Job Description:
Base Salary Range:$31.55 - $39.44 - $47.32per hourAt Heritage
Bank, we work hard, but also know how important it is to take time
off to stay healthy, relax, and spend time doing what makes your
heart happy!As part of our team you'll enjoy a total rewards
package, which includes base salary based on the role, experience,
and skill set, along with an exceptional benefits package (medical,
dental, vision, life insurance, 401(k), community volunteer time),
and generous time off policy. Full-time team members receive a
minimum of 10 paid vacation days annually* and eight hours of paid
sick leave per month*, while also enjoying 11 paid holidays each
calendar year, and an annual float day.*pro-rated from start date
and/or hours worked.To view Benefits Summary: Apply > Current
Openings > position > attachment.Position Overview:Heritage
Bank has an exciting opportunity to join our organization! We are
seeking a End User Services Supervisor to join our growing IT team!
TheEnd User ServicesSupervisor is responsible for overseeing the
day-to-day operations of support staff, providing support to end
user requests related to desktop configurations, applications,
email, internet access, VPN, and peripherals. Additionally, this
position is responsible for troubleshooting hardware and software
issues, workstation builds/repairs, configurations/imaging while
maintaining and meeting service level standards. The Business
Systems Analyst Supervisor position plans, directs, oversees and
coordinates all activities and workflows of assigned systems
analyst project teams, and is the lead liaison between technology,
operations, and various business units to lead and facilitate the
creation and specification of business requirements for processes
and solutions. Preferred geographical location is Tacoma, WA.
Depending on experience, Burlington or Lynnwood, WA may be
considered.The successful candidate: Plans, directs and schedules
workflow of team to ensure assignments and tasks are allocated
appropriately and required deadlines/commitments are met on a
consistent basis.Provides direct reports with proper tools and
authority to execute their assigned functions. Develops skills of
team through goal setting, coaching, problem resolution,
delegation, training, counseling, and performance
management.Oversees tracking issues and solutions, including proper
updating of internal knowledge base, using current help desk
platform. Acts as primary escalation point for team members and
researches non-routine and complex or escalated issues.Ensures
accurate inventory records of hardware, software, peripheral
network devices and licensing, as well as records on repair,
installation, and removal of equipment. Provides appropriate
logging and tracking of hardware malfunctions. Provides upgrade
and/or enhancement recommendations to management.Directs creation
of training materials from an end-user perspective, announcements,
and knowledge-based articles for management review, including
updates and maintenance of materials.Assists management in leading
projects and the development of long-range planning for new
projects, computer hardware and peripheral needs.Oversees
development and maintenance of images and packages for deployment,
ensuring policy requirements are met.Documents and implements
policies and procedures for equipment/service requests.Collaborates
with internal IT/IS departments and team members to resolve
escalated end user issues according to published service level
agreements.Maintains proficient knowledge of, and ensures bank
activities are performed in compliance with, all state and federal
banking laws and regulations applicable to areas of
responsibilityOversees purchasing process to ensure procedures are
followed and requests are filled in a timely and accurate
manner.Requests service and maintenance due from outside vendors
and consultants; verify and ensure service has been completed in a
timely manner per agreement.Oversees the management of contracts
related to fleet of copiers and printers. Work with department and
branch managers to assess needs. Provide sizing and feature
recommendations to management. Assists manager and works
collaboratively with Human Resources to recommend staffing levels
and participates in the approval process for personnel actions such
as hiring, terminations, promotions, transfers, training and
development of staff, timely performance reviews and salary
increases, in accordance with legal and acceptable Bank personnel
practices.Requirements: High School Diploma or equivalent -
required. Associate's Degree in Computer Sciences or Certificate
from an IT Vocational program - preferred.5 years recent
progressively responsible experience in IT network administration,
which includes a minimum of 1 - 2 years in a lead and/or
supervisory role, for a mid-to large size company, demonstrating
proficiency in multiple IT disciplines, i.e., local and wide area
network administration, including system configuration, setup,
troubleshooting, planning, implementation, and user support -
required.Equivalent combination of education and comparable work
experience may be considered.ITIL, Cisco, and MS certifications -
preferredProvide an exceptional level of service for internal and
external customers, with the ability to build and maintain
positive, professional relationships, to successfully interact with
all levels and functional areas of the organization.Effective
leadership skills are required to motivate and develop a
high-performance work team and monitor workflow and schedules;
employee development, performance management, training, and
employee counseling skills are required.Strong listening, verbal,
written, and telephone etiquette business/technical communication
skills, including effective presentation skills; with the ability
to read, write, speak, and understand English well.Demonstrated
ability to quickly focus on key issues and make decisions under
pressure of time constraints.Strong project management experience
including requirements gathering and specifications
development.Strong analytical reasoning, problem-solving, attention
to detail, organizational, data review and time management skills,
with the ability to accurately manage multiple assignments, goals,
reporting requests and staffing schedules, ensuring priorities are
set and commitments and deadlines are met, with moderate direction
and supervision.Process oriented, with ability to evaluate and
improve practices and procedures.Strong sense of urgency and
ability to execute quickly, timely, accurately, and
efficiently.Thorough understanding of technical, analytical and
practical proficiencies in applicable IT disciplines and related
business knowledge; with demonstrated ability to initiate and
implement improvements in assigned areas of
oversight.Unquestionable integrity in handling sensitive and
confidential information required.Proficient use of MS Office
products (Word, Excel, Outlook), and retrieval of data, with the
ability to adapt to, support and learn new technologies quickly;
with a strong aptitude to quickly learn complex technical concepts.
VMware, KACE, and PowerShell experience - desired.Work Environment:
Climate controlled office environment.Work involves being able to
concentrate on the matter at hand, under sometimes distracting work
conditions and frequent employee and/or customer contacts and
interruptions during the day.Work requires regular attendance,
punctuality and adherence to agreed-upon schedule with willingness
to work a flexible and/or rotating schedule and or extended hours,
and assist at other locations or remotely, as needed. Physical
Demands: Work may involve the constant use of computer screens,
reading of reports, and sitting throughout the day.Ability to
operate a computer keyboard, multi-line telephone, photocopier,
scanner and facsimile which often requires dexterity of hands and
fingers with repetitive wrist and hand motion.Specific vision
abilities required include close vision, color vision, distance
vision, peripheral vision, depth perception and ability to adjust
focus.Typically sitting at a desk or table; intermittently
standing, stooping, bending at the waist, walking, kneeling or
crouching to file materials, install equipment or wiring in
confined spaces.Occasional lifting and/or moving up to 75 lbs.
(files, boxes, etc.). The above statements are intended to describe
the general nature and level of work being performed and are not an
exclusive list of all qualifications for this position. Heritage
Bank is an Equal Opportunity Employer Salary Range DisclaimerThe
base salary range represents the min, mid and max of Heritage
Bank's salary range for this position. Actual salaries will vary
depending on factors including, but not limited to, qualifications,
experience, and job performance. The range listed is just one
component of Heritage Bank's total compensation package for full
time and part time employees. Depending on position, other total
compensation rewards may include, monthly, quarterly or annual
incentive, and/or
bonuses.PDN-993757ac-aa43-4165-902f-b164615bcd35
Keywords: Heritage Bank, Bellingham , End User Services Supervisor, Other , Burlington, Washington
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