The Technical Support Specialist I’s role is responsible for providing support for all areas of computer related areas including Help Desk tickets, installation, maintenance and troubleshooting of personal computers, peripherals, and applications software. This position will also assist on analyzing and resolving end user hardware, software, program, and connectivity issues in a timely and accurate fashion, as well as provide end user training where required.

Essential Job Functions

• Focus on Purpose: Focused on credit union purpose of creating financial wellness in our community through everyday banking.
• Help Desk Ticket Support: Supports help desk ticket queues, delegating, and focuses on efficient turnaround times for IT Help Desk tickets.
• Equipment and Hardware Inventory Maintenance and Support : Supports IT team on maintenance and inventory for IT equipment and hardware.
• Mobile Device Support : Supports IT team for mobile device equipment, VPNs, and inventory of equipment.
• Diversity, Equity, and Inclusion: Committed to building and supporting a culture that is inclusive for all.
• Cross training: Serves as the backup for the Network Administrator or performs other duties as required.
• Policy: Follow all credit union policies and procedures, including policies and procedures for customer identification and all BSA requirements
• Event Support: Serves as a representative of the credit union within the community and is actively visible at credit union events and credit union sponsored events.

Competencies Required

• People Focused and Strong Communication : Empathetically seek understanding of what employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Engaged, and Collaborative: Engaging and collaborating with the IT Operations Manager, and all employees, to foresee longer-term developments, to envision options (and their probable consequences), to select sound courses of action, to rise above the day-to-day detail, to challenge the status quo.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems. Strong analytical capabilities and exceptional communication/presentation skills will be essential.
• Focused, Decision Making and Problem Solving : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, takes initiative; make and/or facilitate decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.
• Trustworthy, Reliability and Confidentiality : Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed.

Key Accountability Items:

• IT Help Desk Tickets
• Equipment and Hardware maintenance and support
• Mobile Device Support
• Project Support
• Event Support

Requirements:

• A minimum education of high school diploma or GED.
• Preferred 4 year degree in Information Technology, Networking and Security
• Proficiency in: Windows, Microsoft Office Applications, Windows NT, Internet Applications, and system structure analysis and development for security and related issues.
• Excellent analytical, customer support, and interpersonal skills required.
• Must maintain a valid driver’s license, ability to travel from location to location

The Ideal Candidate:

• Must have a general working knowledge of the credit union.
• Must have working technical knowledge of network, PC, and operating systems.
• Must have a working technical knowledge of current systems software, protocols, and standards.
• Must have strong knowledge of local area network and wide area network administration. Must have hands-on software and hardware troubleshooting experience.
• Must have the ability to repair computer hardware.
• Must have experience with data management. Must be adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Must have the ability to present ideas and solutions in user-friendly language.
• Must have proven analytical and problem-solving abilities.
• Must have the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Work effectively with all levels of American 1 organization
• Strong problem solving and decision making skills
• Must be flexible with working hours. Work schedules occasionally change on short notice to cover unexpected business needs. Available to respond to network issues/problems on 24X7 basis
• Frequent standing, walking, use of telephone and computer, lifting up to 50 lbs
• Proven ability to work independently and as part of a team
• Is detail-oriented and curious, and will leverage research to resolve issues
• Possesses attention to detail and organizational skills.
• Ability to maintain a strict standard of confidentiality

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.