Technology Support

Technology Support

The Technology Support I is responsible for advanced technology support of the credit union infrastructure.

Essential Job Duties and Responsibilities                                                                            

• Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Service Distinctions.
• Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act.
• Required to attend annual training sessions as instructed or scheduled.
• Perform job duties and responsibilities in compliance to SFCU policies, procedures, philosophy and standards of performance.
• Provide complex/advanced desktop support and problem resolution for all data processing equipment and software applications throughout the Credit Union.
• Complete installation, implementation, deployment, support and maintenance of new hardware, software and cloud-based technologies for end users.
• Use image deployment technology to push out PC and laptop images.
• Deploy and manage corporate cell phones and laptops leveraging MDM technology.
• Ensure proper security is managed and maintained on all corporate devices.
• Manage Microsoft and network technologies across LAN and WAN, to include network printers, DNS, DHCP, Users, M365 administration and AD permissions.
• Provide support for branch issues and branch runs, while minimizing travel time and downtime for end users by optimal use of current toolsets.
• Work with vendors or internal staff during installations, upgrades, or hardware performance issues.
• Use ticketing system to maintain front end user network and equipment remains in working order.
• Ensure SLAs are constantly being met and treat our internal customers as our top priority.
• Research new trending technologies for possible implementation, upgrades, and deployment.
• Participate in on-call rotation as needed which can include nights and weekends.
• Performs additional duties as assigned.

Shell Federal Credit Union is an equal opportunity and an affirmative action employer and committed to providing equal opportunity for all employees and applicants for employment, without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, age, citizenship status, marital status, protected veteran status, mental and/or physical disability, pregnancy, or any basis prohibited by State or Federal law.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Skills

Experience:

Two to five years of similar or related experience preferred.

Education / Training:

• A college degree or completion of a specialized course of study at a business or trade school preferred, or more than four years in work related experience
• A or Network Certification preferred

Job Requirements:

• Knowledge of credit union products and services
• Welcoming and helpful demeanor
• Possess the desire to accept additional responsibilities within branch operations
• Possess well-developed communication skills using tact and persuasiveness to reach an objective and maintain goodwill
• Possess a highly positive, member-service oriented attitude and the ability to anticipate member needs and initiate assistance beyond duties assigned
• Advanced computer skills
• Accuracy with numbers and attention to detail are needed.
• High-level knowledge of Microsoft end user products including Windows 10/11 and M365 solutions
• Entry to mid-level knowledge of telephony environment and products, such as cell phones, desktop IP phones
• Must possess professional verbal and written communication skills
• Position requires participation in on-call rotations as needed or assigned.
• Position will at times require participation in after-hours or weekend work.
• Must be prepared to participate in Disaster Recovery, Business Continuity, or Incident Response scenarios.
• Ability to multitask in a fast-paced environment.
• Ability to handle workloads during emergencies or stressful time-sensitive situations. 
• Ability to work in an open-concept workspace/environment.

Physical Demands:

While performing the duties of this job, the employee is regularly required to bend and stand. May at times be able to lift, carry and/or move up to 50 pounds.

Working Conditions

Exposure to potential hazardous conditions-robbery. Employees are to receive detailed instructions and procedures to be followed to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This organization uses E-Verify® in its hiring practices to achieve a lawful workforce.