What are the responsibilities and job description for the Information Technology Specialist position at MD|DC Credit Union Association?

This position is responsible for providing day-to-day support and maintenance for the organization. Key areas of focus include, but are not limited to, installation of computer technology, setup of staff, and software / hardware updates. This person is the primary point of contact for helpdesk and ticketing system support that comes from the employees of the credit union.

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The ideal candidate for this role presents the technical IT skills needed for this position and strong customer service skills. This person is effective and motivated by providing support for all credit union systems over the phone, in email, and in person. They assist users by listening to issues, diagnosing system problems, effectively communicating their recommendations, taking action to implement appropriate solutions, and following up to ensure their solution was lasting. This person has a positive / can-do attitude.

Education & Experience

Ability to analyze technology-related issues, troubleshoot, and implement technology-based solutions.
Must be able to work under pressure and meet deadlines while maintaining a positive attitude.
Associates degree in computer information systems or 2 years of previous IT Help Desk experience.
Strong interpersonal communication skills with the ability to translate technical information to user-friendly terms.
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
Excellent customer service skills to work effectively and collaboratively with end users.
Credit union or other financial experience is desired.

Requirements

Proven ability to read, write, and communicate at a level consistent with the requirements of this position.

Must have a valid driver’s license as travel is required to support branches. Company vehicle is provided.

Familiar with Windows 10, 11, Server OSs, and Office products (Word, Excel, Teams, Outlook).

Basic knowledge of Microsoft Active Directory, Group Policy Objects, and VoIP phone systems.

Good, sound, and practical judgment – approach conflicts with diplomacy and tact.

Strong analytical and problem-solving skills – ability to think “outside the box.”

Knowledge of Symitar’s Episys and other Jack Henry products is a plus.

Strong attention to detail.

The ability to lift 60 pounds and install and move equipment, including reaching, climbing, balancing; stooping, kneeling, crouching, and / or crawling.

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and / or quantitative productivity standards.

Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Primary Duties and Responsibilities :

Hardware & Software Installations – Coordinate the installation, upgrade, or replacement of workstation software and hardware within established timeframes. Ensure installations are operable and train users as needed.

Maintain software and ensure appropriate safeguards are in place, including equipment and licensing agreements, ensuring that updates are completed timely to minimize latency or service interruption.

Project Management – Periodically, this position will be working on small projects simultaneously and will need to have strong organizational skills and the ability to multi-task.

Deliver excellent support services to staff and our internal members by providing assistance, accurate information, and sustainable problem resolution with courtesy and expedience.

Test, implement, deploy, maintain, review, and administer network and security service capabilities that are required to effectively manage computer network defense.

Initiate and produce accurate and timely routine daily job stream processes, running reports as needed or requested.

Other duties as assigned.

Democracy Federal Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

How to Apply

Applicants should submit resumes with contact information to Democracy FCU HR : Hire@tqcteam.com

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