What are the responsibilities and job description for the Technical Support Associate position at EastRise Federal Credit Union?
Provide day to day operational support for staff computers and peripheral equipment. Responsible for running daily jobs and for their outputs. On call for computer down time and other IS related problems/upgrades. Ensures security measures are in place and follows policies and procedures. Completes processing of daily reports, performs any necessary system checks and monitors consoles. Responds to inquiries from various users on system problems or informational needs by making minor adjustments or timely repairs. Maintains employee account access, provisioning, changes and terminations.
Major Duties and Responsibilities
Description
Run and monitor batch processing transmissions to ensure all jobs and transmissions are run as scheduled. Ensure all issues are handled per procedures.
Monitor computer systems and peripheral equipment for alarms and error messages. Communicate equipment malfunctions to supervisor, appropriate IT personnel, and/or service vendor, as appropriate. Monitor vendor service calls to ensure timely repair.
Perform problem determination and create problem tickets for data center hardware and ATM units. Create hardware services calls with vendors and/or contact designated IT or branch personnel to assist in resolution of issues, as necessary. Monitor vendor service calls to ensure timely repair.
Create and maintain employee application security profiles as authorized. This includes new employee onboarding, terminations, and change of status requests.
Build, configure and deploy computer systems and peripherals for staff.
Assist and respond to helpdesk requests and participates in special projects. Create queries, reports, new database development and/or changes to existing ones.
Maintain employee permission tracking application to ensure changes are tracked according to regulatory requirements.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Knowledge and Skills
Three years to five years of similar or related experience, including preparatory experience.
Education/Certifications/LicensesA high school degree or equivalent.
Interpersonal SkillsA significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other SkillsCOMPETENCIES: Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. This role will be eligible to drive company owned vehicle for business purposes so favorable motor vehicle check is applicable. Travel to other branches or locations may be required depending on position. Ability to learn and understand the basic computer concepts in order to operate various computer equipment. Ability to work autonomously, often being the only person on a shift, and to complete work in a timely manner.
ADA Requirements
Physical RequirementsPerform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.
Working ConditionsMust be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
Mental and/or Emotional RequirementsMust be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.
