IT Support

POSITION DESCRIPTION

POSITION TITLE:

IT Support

DEPARTMENT:

Information Technology

CLASSIFICATION:

Non-Exempt

POSITIONS SUPERVISED:

None

POSITION PURPOSE

The IT Support person monitors and maintains Credit Union computer systems, software, hardware, and networking across all locations. In this role you must demonstrate technical problem solving and strong communication and interpersonal skills to support your fellow team members. Knowledge and practice of our Corporate Values is required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

·        Network and Server integrity and continuous operation, including ensuring all operational policies and procedures are followed.

·        Ticket tracking and completion to ensure service levels are met.

·        Communications links between all branches utilizing various IT architecture and equipment such as routers, switches, modems, firewalls, phone system, and MPLS network.

·        Working with vendors to implement fixes, changes, patches, and updates.  

·        Working in Active Directory to perform tasks as necessary.

·        Documenting new processes and maintaining existing documentation. 

·        Supporting our core Symitar software and connectivity to it by multiple vendors.

·        Recommend changes to workflow, efficiencies, and quality processes.

·        Collaborate with IT and other team members to support and enhance daily operations.

·        Hardware purchase, configuration, installation, service, and support.

·        Other duties as assigned.

PERFORMANCE MEASUREMENTS

·        Work independently, pay attention to detail, show strong initiative, and be a team player.

·        Be part of an on-call rotation for evening and weekend support.

·        Timely responses to technological problems reported by Credit Union personnel.

·        Self-starter, highly motivated to learn technical and professional skills.

·        Ability to analyze problems and select proper corrective action.

·        Ability to maintain highly confidential information.

·        Working knowledge of Credit Union processes, rules, and regulations, or willingness to learn them.

·        Strong skill in communication, organization, and time management.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

Degree or significant work towards a degree in Information Technology or a related field, or equivalent experience

REQUIRED KNOWLEDGE:

·        Knowledge of computer technology, including servers, desktops, printers, scanners, and communications equipment.

·        Significant knowledge of computer software including M365, Windows OS, and applications like Active Directory, Adobe Acrobat, web browsers, etc.

EXPERIENCE PREFERRED:

·        Project management and vendor management

·        Certifications such as A and Net or similar

·        Network experience using Cisco switches

SKILLS/ABILITIES:

·        Excellent written and verbal communication skills

·        Excellent organizational, analytical, and problem-solving abilities

·        Dedicated work ethic with personal and professional integrity

·        Ability to undertake, prioritize, and complete multiple tasks

·        Proven time management skills and ability to meet deadlines

·        Desire to improve the lives and financial wellbeing of our diverse membership

·        Willingness to commit to the credit union philosophy of “People Helping People”

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING:

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.

AVERAGE HEARING:

Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES:

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH:

Sedentary work: sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (a typical office environment)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

·        Critical thinking, problem solving, and collaboration skills

MATHEMATICS ABILITY:

·        Ability to perform basic mathematical calculations

LANGUAGE ABILITY:

·        Able to effectively communicate with all levels of the organization in a clear and concise manner

·        Ability to explain IT issues in a way the business partner can understand