Technical Support (80%)

• Receives, responds to and monitors the status of support requests for technical assistance and updates case notes to reflect activities performed and status of requests to ensure timely completion of work orders.
• Troubleshoots hardware, software or auxiliary devices, peripherals, and network problems by performing a variety of diagnostic procedures to identify implement appropriate corrective measures.
• Installs, maintains and/or replaces hardware, software, auxiliary devices, peripherals, and network equipment.
• Perform operating system and software updates in a timely manner.
• Conducts daily monitoring/management of credit union information technology systems.
• Responsible for maintaining all information technology and security systems including hardware and software systems, mobile and digital systems, electronic and key access systems, alarm and camera systems, A/V, and voice/phone systems.

Core System Support (20%)

• Accurately and efficiently performs data processing.
• Performs core system configurations
• Provides support for all core systems applications.
• Maintains and follows all regulatory compliance

IT Processes

• Monitors and maintains inventory of all laptops, desktop, mobile and peripheral equipment, and accessories including any device documentation.
• Responsible for creating, updating, and maintaining technical documentation of department’s operating procedures and best practices.
• Assists IT Manager in the support and maintenance of strategic short- and long-range plans for the department.
• Contributes and assist is in achieving the strategic objectives of the credit union.
• Adaptable in supporting multiple support areas and locations with varying technology needs.

Performs other duties as assigned.

• Timely response to system and user issues.
• Accurately perform data processing functions.
• Ensure departmental accuracy and efficiency is maximized.
• Complete all tasks and assignments as required.
• Maintain efficient production levels to meet department and strategic goals.
• Minimize downtime in information systems.
• Maintain member data privacy and security.
• Minimize procedural/processing errors.

Education/Certification:

• Associate degree in Information Technology or closely related field and two (2) years’ experience providing first level desktop diagnostic and trouble-shooting support, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Required Knowledge:

• Must be proficient in MS Office Suite.
• Working knowledge of all information system programs:  Core system, e-mail, telephone system, security, facilities, and records management

Experience Required:

• Four (4) years information systems experience.
• Financial institution systems knowledge considered to be a strong plus

Skills/Abilities:

• Requires the development, preparation, and monitoring of budgets.
• Excellent verbal and written communication skills.
• Excellent analytical, creative, and problem-solving skills.
• Excellent coaching and mentoring skills.
• Able to prioritize workload and meet deadlines.
• Able to work independently and make sound decisions.

Repetitive Motion:

• Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills:

• Must frequently convey detailed or important instructions or ideas accurately and quickly

Visual Abilities:

• Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing:

• Able to hear average or normal conversations and receive information.

Physical Strength:

• Sedentary work (sitting most of the time).  Must be able to lift, push and pull up to a minimum of 70 lbs.

Reasoning Ability:

• Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability:

• Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability:

• Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Air-conditioned, smoke-free office setting. Must be able to travel to branch sites.

Please note that scheduled attendance requirements may change due to business needs.

Monday through Saturday, as scheduled. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.