What are the responsibilities and job description for the IT Support Specialist II position at Texans Credit Union?
Description
We’re Texans Credit Union. We are a $2.4 billion financial institution making our members’ financial dreams come true for 70 years. We are member-owned and operated in the Dallas metro area and are looking for people to join our team who love a challenge and enjoy helping others to truly make a difference!
We’re currently seeking a IT Support Specialist II to join Team Texans at our headquarters in Richardson, TX. If you thrive on helping people and have a passion for IT, this may be the right fit for you – after all, credit unions were built on the principle of people helping people.
Position Purpose and Objectives
As an IT Support Specialist II, you will play a crucial role in ensuring the smooth operation of Texans’ technological infrastructure. You will be responsible for providing technical assistance and support to Texans Staff Members, troubleshooting hardware and software issues, and implementing effective solutions to enhance our overall IT efficiency. All requests that are submitted by phone, email, or delegation by management must be logged and updated in the IT Ticketing System, KACE. Your expertise will contribute directly to the productivity and success of our organization by ensuring that our systems are running optimally at all times for Texans staff and our credit union members.
Level II:
These applications include but not limited to MS365 administration, OSI, Active Directory, AD Manager, Microsoft Exchange, Cisco Call Manager, Cisco Unity, Trend, Velocity, Laserfiche, TTS, KACE, Card Wizard, Card Wiz, AMEX, PSCU Evolve/Member Connect, and Digital Insight.
Major Duties and Essential Functions
Support Specialist ll day-to-day job responsibilities include:
- Respond to incoming Service Desk inquiries promptly, politely and professionally.
- Quickly prioritizing and responding to all Staff Member calls and emails, identifying problems and providing expedient technical assistance and solutions for all computer related issues, including service workstations and other equipment for Staff Members through remote support techniques.
- Quickly obtain an accurate understanding of customer’s request, and consistently log into help desk ticketing system within SLA’s. Perform pre-defined support procedures on limited first level issues.
- Support video/IP conferencing and audio/visual systems.
- Monitoring progress with the Staff Member to ensure all issues are addressed and resolved.
- Escalate issues to Subject Matter Experts (SMEs) and supervisors based on established procedures.
- Follow up with SMEs to ensure resolution of issues.
- Accurately follow and maintain operational checklist, procedural and technical documentation by submitting errors and omissions for discussion.
- Execute, monitor, and adjust production jobs as needed to meet our daily and nightly processing requirements.
- Act as the lead for all User Account administration in OSI, Exchange, Cisco Call Manager, Cisco Unity, Velocity, Card Wizard, Card Wiz, AMEX, Laserfiche, TTS, KACE, PSCU Evolve/Member Connect, and Intuit.
- Support all office technology and equipment by troubleshooting issues, installing required applications and software updates, and configuring and deploying workstations and/or related peripherals.
- Monitoring and maintaining computer workstation updates, anti-virus definitions, and any necessary application maintenance.
- Suggest improvements, upgrades or other appropriate service offerings to the benefit of the Staff Member.
- Talking staff/clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
- Replacing hardware parts as required.
- Constantly monitor for and receive telephone, email, and in-person requests from user community for assistance with PCs, applications, and phone systems supported by Network Services.
- Continually monitor production computer systems during your shift using a variety of tools, procedures, and checklists to ensure systems are operating as expected.
- Maintain a high level of customer service and meet the requirements of all service level agreements established by management.
- Influencing a positive work environment that fosters team performance through own work and behavior.
- Assist in the tracking of issues and their resolutions, while adhering to prescribed Service Level Agreements and escalation procedures.
- Work non-standard work hours and other shifts as needs dictate. Continually build knowledge and skills, and share expertise and experience with others.
Positions directly supervised: None
Requirements
Specific knowledge, skills, and abilities required for this position:
- Windows Desktop OS
- Internet Explorer
- Apple OS
- Dameware
- MS Office 365
- RDP
- OneNote
- DNS
- OraEdit
- Trend AV Office Scan
- MoveIT
- Symantec Endpoint Protection
- OSI Batch Process
- Smart Deploy / Ghost Imaging
- OSI Administration
- Cisco Agent
- PSCU Evolve/Member Connect
- Cisco Call Manager
- VM Ware
- Cisco Unity
- Laserfiche Administrator
- Exchange Administrator
- Active Directory Administrator
- KACE Administrator
- Demonstrated passion for excellence and impeccability while interacting with Staff Members and Senior Leadership, and delivering solutions to meet their needs.
- Ability to involve internal and external resources to lead the Staff Member through measurable and attainable goals/resolutions.
- Ability to effectively prioritize and execute tasks in a high volume environment.
- Ability to work flexible schedule as well as some Saturday and Sunday work may be required.
- Exceptional customer service orientation, with strong interpersonal skills.
- Experience working in a team-oriented, collaborative environment
- Experience or knowledge of the use of IT in financial institutions and the positive impact of technology in business.
Level II:
Education: Associates Degree or equivalent minimum 4 to 5 years IT Help Desk / IT Call Center Support experience. Previous experience with implementation and administration of MS365 is a must. Core Operations. A , MCP, and/or MCSE Certifications is highly desired.
Experience: Minimum of four (4) years of experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals. Experience in providing remote technical support for medium to large technical environments is required.
