What are the responsibilities and job description for the Senior System Support Technician position at ROBINS FINANCIAL CREDIT UNION?
What You’ll Do:
- Team Leadership
- Supervise daily activities of the support team to ensure consistent performance and accountability.
- Lead the onboarding of new hires and facilitate ongoing cross-training to strengthen team capability.
- Advanced Technical Support
- Serve as the primary escalation point for complex technical issues, ensuring timely and effective resolution.
- Collaborate with other IT teams to troubleshoot and resolve system-wide or advanced technical challenges.
- Customer Service Excellence
- Ensure helpdesk services are delivered with a customer-first mindset, focusing on responsiveness and professionalism.
- Manage and resolve escalated user concerns with tact and urgency.
- Monitor performance metrics (e.g., ticket resolution times, call volumes) to drive service improvement.
- Helpdesk Operations Management
- Oversee the day-to-day operations of the helpdesk, including staff scheduling and workload distribution.
- Lead technical support-related projects that align with departmental and organizational goals.
- Maintain accurate documentation for support processes, procedures, and knowledge sharing.
- Continuous Improvement
- Identify gaps in service delivery and implement enhancements to improve efficiency and support quality.
- Stay current on industry trends, best practices, and emerging technologies to keep the team informed and prepared.
- Cross Department Collaboration
- Partner with the IT Operations Manager and other IT teams to align helpdesk strategy with organizational initiatives.
- Serve as a liaison between technical support and other business units to ensure a consistent and high-quality user experience.
- Comply with all applicable policies, procedures, laws and regulations including but not limited to the Bank Secrecy Act
What You Can Expect:
- We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Benefits and Perks
Employer-Paid Benefits:
- Health Insurance (only employee premium paid)
- Short and Long Term Disability
- Life Insurance and AD&D
Benefits:
- Dental & Vision Insurance
- Health Care and Dependent Care Flex Spending Accounts
- 401K Plan with 100% match (based on length of employment)
Perks:
- Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
- Holidays- 11 observed holidays in addition to paid time off
- Tuition reimbursement- Up to $5000 per year
- Performance based Incentive program
Salary : $5,000
