JOB TITLE: IT Systems Support Specialist

REPORTS TO: Director of Information Systems

CLASSIFICATION: Non-Exempt

WORK ARRANGEMENT: Hybrid (minimum 2 days a week in office)

SALARY RANGE: $21 hour - $27 hour

SUMMARY/OBJECTIVE:

Provides first line and single point-of-contact technical support to employees on a variety of issues over the phone, e-mail, or on-site. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, peripherals, telephony, and network connectivity.

DUTIES & RESPONSIBILITIES:

• Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices. Ensure network connectivity of all network end points and administer all equipment, hardware, and software upgrades.
• Responsible for providing technical support and assistance. Will be the first contact for the Credit Union staff and will interact with team members either by phone or in-person to resolve their computer problems related to software and hardware issues.
• Be able to keep track of tickets assigned and document resolutions in the helpdesk ticketing system.
• Administer, maintain, and audit end user accounts, permissions, and access rights.
• Train computer users on various systems. Including but not limited to O365 products or operating systems.

SKILLS & COMPETENCIES:

• Ability to prioritize and execute in a time sensitive environment.
• Working knowledge and understanding of financial institution operation and business processes including technology solutions.
• Proven ability to partner effectively across all levels of the organization and develop positive working relationships.
• Demonstrated conceptual thinking, analytical and problem-solving skills.
• Stays current with emerging technology trends and continues to build knowledge on software applications.
• Form solutions and make recommendations for possible changes or enhancements.

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Scope of work will include access to sensitive data and financial perspectives requiring extreme confidentiality.

PREFERRED SKILLS:

Retail/Lending Operations

• Experience with Jack Henry technologies, specifically:
  • Symitar
  • Synergy
  • ProfitStars
• Experience with MeridianLink
  • OpeningAct Xpress Apps
  • LoansPQ
• Experience with Q2 Solutions

General Applications

• Experience with Microsoft O365/M365

QUALIFICATIONS/EDUCATION:

• A 2-year college degree or completion of a specialized course or equivalent.
• Demonstrated technical competence with PC hardware and accessories.
• Must possess a current driver’s license with no restrictions and reliable transportation.

OTHER DUTIES:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• Must comply with applicable policies, laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Employees of On Tap Credit Union are responsible for maintaining the trust of our members, partners, and regulators through the safekeeping of members, Credit Union, and employee information assets. To this end, each employee is responsible for understanding and adhering to On Tap Credit Union’s Information Security Policy and Program as the same relates to their role and work. These duties vary by position and additional duties related to information security and/or participation in committees related to information security may be assigned from time to time.

EMPLOYEE RELATIONS – K.E.G. OF EXCELLENCE:

For us to create and maintain a world-class culture, every employee is asked to live the principles embodied below:

• Kindness: a behavior marked by ethical characteristics, a pleasant disposition, and concern for others.
• Elegance: a synonym for beauty that has come to acquire the additional connotation of unusual effectiveness and simplicity.
• Genuineness: the attribute of being true to yourself; authentic and truthful in your expression which leads to trusting relationships and empathy for others.

This is what it looks like:

• Promote a culture of teamwork throughout the entire organization.
• Demonstrate strong communication skills with members, peers, other departments, branches, and vendors.
• Utilize the Chain of Responsibility
• Assist others within and outside the department.
• Support our culture of continuous improvement and good stewardship of our members’ money by seeking opportunities for process efficiencies and savings.
• Support the credit union's advocacy strategy by being an advocate for our members and employees alike.
• Respond to all emails, phone calls and employee surveys within their stated deadline, and if no deadline is requested in an otherwise timely manner.