Description:
The IT Support Specialist l provides front-line technical support to Credit Union staff by diagnosing and resolving hardware, software, and access-related issues. Ensures timely ticket resolution and consistent communication while escalating complex issues as needed.
Major Responsibilities
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Serve as first-line support for all initial calls from FMCU end-users.
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Works to resolve issues at first contact whenever possible and maintains accurate ticket documentation
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Prioritize support requests based on business impact and urgency in accordance with established guidelines.
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Utilize call tracking system to log, track, research, and close tickets from end-users.
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Own assigned tickets from intake through resolution, including follow-up and user communication
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Diagnose, research, and resolve hardware, software, and access issues using supported tools and processes.
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Setup PCs, monitors, and peripherals for all departments. Each department requires a unique set of applications and associated hardware.
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Must be able to lift and move PC related equipment between 1 – 50 lbs.
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Image PCs based on department needs, working closely with FMCU System Admins on needed changes or issue resolution.
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Perform Active Directory/Entra/Intune updates related to user access and device changes in accordance with established policies.
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Develop working knowledge of FMCU core applications and related operational processes to support issue resolution and cross-functional collaboration.
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Demonstrates strong communication, organization, and customer service skills while managing multiple priorities in a team environment.
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Operate in a high-volume support environment with competing priorities.
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Create and maintain clear, accurate documentation for support processes and recurring issues.
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All other duties as assigned. Functions and responsibilities may change, or new ones may be assigned at any time with or without notice.
Requirements:
- Associate degree in a related technology field and 2+ years of technology work experience
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Excellent written, verbal, customer relations, and organizational skills.
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Ability to handle stress in a high volume, fast-paced environment.
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May be required to work in outdoor environments.
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Ability to solve difficult problems with practical and effective solutions.
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Shift adaptability, including standby work on a rotational basis.
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Strong troubleshooting skills.
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Working knowledge of existing industry standards, technologies, and operational norms.
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Sense of urgency, organizational skills, professional presence, and work in team environment.
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All Firstmark team members must mirror our shared values: happy, helpful, honest, humble, and hungry (driven).
Other Information
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May be required to lift and move equipment (up to ~ 50 lbs.).
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May be required to work early mornings, late nights, and weekends as needed.
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May be required to travel to Branches as needed.
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May be required to travel to Conferences and Training facilities as needed.
Building tomorrow starts with you!
At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities.
Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.
