IT Support Specialist

Assist with Help Desk support calls/tickets in a timely and accurate manner by providing user support.

Assist with ancillary applications in the infrastructure. Gain an understanding of the applications including integrations, maintenance schedules, and upgrades as required. Respond and troubleshoot application failures. Work with multiple vendors/partners to determine root causes of issues and make recommendations for resolutions.

Responsible for accurately routing and following up on vendor emails/announcements regarding changes, upgrades, or enhancements to applications.

Assist with miscellaneous issues from staff prior to escalation to the IT Manager.

Follow policies and procedures to ensure adherence to IT Best practices.

Plan and complete assigned tasks within established deadlines. Maintain problem documentation and resolution procedures for reference purposes.

Perform other job-related duties as assigned.

Performance Measurements:

1. Keep management and operational area informed regarding data processing service and network interruptions, keeping interruptions to a minimum and scheduling down time during off-peak hours.

2. Assist with maintaining ancillary applications and ensure compliance and security measures are in place at all times.

3. Assist with troubleshooting and resolving member and internal inquiries in a timely, friendly and accurate manner.

4. Assist with properly testing core and third-party software updates as they relate to core and ancillary systems.

5. Assist and respond promptly to recovery from systems and network related production interruptions, across multiple hardware platforms, networks and operating systems.

One month to twelve months of credit union experience., 1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program is preferred.

Interpersonal Skills

Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills

PC hardware and software usage and troubleshooting required. PC processing in a client/server environment helpful. Ability to communicate effectively and work cooperatively with all user groups and have a good understanding of data processing control procedures. Work closely with third-party cloud vendors on tasks including SAAS, PAAS, and IAAS.

Comply with job related regulatory requirements including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending Regulations.

Physical Requirements

This job requires using hands and fingers to keyboard for data entry into a computer, which may include repetitive motions. Ordinary visual acuity is needed to prepare and revise documents. Average hearing ability is necessary to receive detailed information verbally. This job is mainly sedentary and may require the candidate to exert up to 30 lbs. of force occasionally.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance