Position Purpose
Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by becoming the “in-house” expert in Credit Union IT software and systems, with special emphasis on employee services and PC support. Works closely with the IT Network Analyst Supervisor and business units. Applies proven communication, analytical and problem-solving skills to help identify and resolve system and user issues in order to maximize the benefit of our software and systems.
Essential Responsibilities
Follows the Department’s Standards
- Steps out of the daily activities of the ITS Desktop Technician function to assist in the planning of the ITS Service Administration area.
- Identifies improvements and efficiency of business and ITS processes and systems.
- Provides support to the Business and Network Analysts during and after business hours.
Member Advocacy
- Treats all members and co-workers with dignity and respect.
- Resolves issues and completes requests to members’ satisfaction.
Projects
- Assists in the implementation of new services and products.
- Identifies options for potential solutions and assesses them for security, technical, and business suitability.
- Works closely with vendors and end users ensuring that all ITS projects and support work is completed in a timely manner.
Communications
- Uses excellent communication/listening skills to communicate highly technical information to non-technical users, including employees, technicians, and vendors. This includes frequent and timely updates for all work in progress or planned.
Technical Skills
- Adheres to the Information Security Policies at all times.
- Understands and has an in-depth knowledge in how Credit Union software and systems are used by our employees. Works closely with the business units to ensure systems, procedures, and process improvements are made.
- Helps to administer and audit system and user security on all Credit Union IT systems.
- Provides help desk support and resolves user, system and security issues in a timely manner.
- Performs PC setup and deployments, equipment moves, and sending out/receiving equipment
- Performs troubleshooting of equipment
- Responsible for keeping track of equipment inventory and requesting additional equipment as needed
- Maintains and troubleshoots print queues, print servers, printers and forms printing.
- Responsible for the smooth roll out of new branches, branch closures, or branch moves.
- Configures and performs periodic Disaster Recovery and Business Continuity to ensure recoverability and data integrity.
- Responsible for after hours support through an on-call rotation.
- Keeps up to date with regulatory, technical, industry, and other developments as they relate to Credit Union operations.
- Performs other duties as assigned by supervisor.
Necessary Experience and Qualifications
- Associate’s degree in information technology or related field preferred.
- Two years of experience in a technical support or IT support role, or equivalent education and training required.
- High level of interpersonal skills necessary to deal effectively and efficiently with a diverse group of employees, technicians, and vendors in sometimes stressful situations.
- Excellent verbal/written communication skills and listening skills. Ability to communicate highly technical information to non-technical users.
- Project management skills with an understanding of how to define, document and track goals, scope, resources, schedule, quality, testing, and communications. Must be self-motivated, meet deadlines, and manage changing priorities.
Knowledge and ability to manage:
- Server OS (i.e. Windows and Linux), PC OS, backup software, Exchange, MS Office, PC and server architecture, troubleshooting, concepts and design.
- Group Policy and Active Directory. Manage and maintain network users, computers, security, printers, drive mappings and other group policies.
- PC support and deployment technologies and processes.
- Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
- Ability to analyze, research, and resolve technical problems.
- Ability to exercise a high degree of independent judgement and decision making.
- Ability to work outside of normal business hours.
- CompTIA A+ certification or similar certification preferred.
Work Environment and Physical Requirements
- Office environment with moderate to high level of noise.
- Frequent use of telephone, copier, computer, fax machine, and other office machines.
- Prolonged sitting or standing, and ability to stay in one place or work in a confined area for extended periods.
- Frequent mental and visual concentration.
- Ability to concentrate and pay close attention to detail for over 90 percent of work time.
- Some work to be performed outside of normal business hours.
- Moderate lifting of up to 20 pounds. Also, ability to transport objects weighing between 5 and 20 pounds for 5 to 10 percent of work time.
The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.
Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.
Required
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
