IT Support Specialist Lead

Position Title: IT Support Specialist Lead                                                                                  

FLSA Status: Exempt

Department: Information Technology                                                                             

EEO Code: Technicians

Reports To: VP, Information Technology                                                                         

Grade: 10

Pay Range : $56,194.69 - $84,292.04

Summary:

The IT Support Specialist Lead role involves working closely with various departments and vendors to ensure seamless operations, implementing solutions that align with the HFCU’s strategic goals, and providing advanced helpdesk support to all users and systems. This includes but is not limited to supporting: user endpoints, physical and virtual servers, printers, IP phones, network equipment, and ATMs. Additionally, the role includes occasional travel to ATMs and branches for on-site support.

Schedule: Full time. 40 hours per week Monday - Friday.

We offer a wide variety of benefits to support the wellbeing of our employees including reasonable and steady work schedules with paid holidays. We are proud of our Values in Action Program, Wellness Initiatives, Growth/Learning Opportunities, 401k, Volunteerism Pay program. We offer a generous benefits package, including health, dental, vision and more, for employees who work 24 hours per week!

Benefits Include:

• Paid time off in addition to paid federal holidays
• Comprehensive medical, dental, and vision benefits starting first of the month following hire date for employees who regularly work 24 hours a week
• Health Savings Account with discretionary quarterly employer contributions
• 401k match & additional discretionary contribution
• Opportunities for growth and ongoing learning
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

Essential Functions:

·         Act as the primary contact for escalated technical issues, delivering advanced troubleshooting and resolution for end-users; maintain a comprehensive knowledge base for efficient issue resolution; collaborate to improve helpdesk effectiveness; and provide primary support for ATM and ITM integrations, installations, and related issues.

·         Monitor and ensure the high availability and performance of credit union systems; collaborate with vendors, departments, and IS&T team members to resolve complex system issues; and address Vulnerability Management tasks on assigned systems.

·         Implement and enforce best practices for information security to protect sensitive data while ensuring all technology decisions comply with industry regulations and credit union standards.

·          Lead projects involving the implementation of new systems or upgrades to existing ones, working outside regular business hours, including weekends, as needed to ensure successful execution.

·         Travel to ATM/ITM Locations and Branches: Periodically visit credit union ATM/ITM locations and branches to provide on-site support, troubleshoot issues, and collaborate with local staff.

·         Responsible for predictable and reliable attendance.

·         Other Duties as Assigned: Adapt to the evolving information technology landscape by taking on additional responsibilities as needed to meet the organization's changing requirements.

Qualifications:

Education:

·         High school diploma or equivalent required; bachelor’s degree in computer science, information technology or related field, or commensurate work experience required. 

Experience:

·         Minimum three  years of relevant Information Technology experience required.

·       IT Helpdesk experience required.

Skills:

·         Strong understanding of Microsoft Windows Desktop and Server operating systems, Microsoft 365 products, On-Premises and Azure Active Directory and Group Policy.

·         Experience with Helpdesk Ticket and IT Asset Management systems.

·         Experience with data security, compliance and risk management in the Information Technology field.

·         Must be a self-starter with the initiative to identify tasks which need to be completed beyond those assigned.

·         Strong problem-solving skills and the ability to work under pressure.

·         Experience with cloud computing platforms

·         Experience with core banking and financial systems a plus

·         Valid Driver’s License.

Physical Requirements:

·         This position requires sitting for long periods of time and working primarily at a workstation or desk in an office environment.

·          Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone.

·         Ability to lift and carry equipment (50 pounds) and other materials as needed

Work Environment:

·         Professional banking environment.

·         Travel to HFCU branches and properties may be required.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Salary : $56,195 - $84,292