IT Support Specialist
General Summary
Serves as an Information Technology Support Technician in the Credit Union administrative setting. The primary responsibility is to provide excellent service by demonstrating the principals of SouthPoint Financial Credit Union and adhering to the vision of “ Empowering People to Enhance Lives ”. This position must also support and embody the core values of SouthPoint:
• Our Purpose is our Passion.
• We Champion Fearless Grit.
• It’s not about me, it’s about we.
The IT Support Technician serves as a primary helpdesk contact for the credit union regarding technology related areas. This includes providing professional service at all levels of operation and assisting and supporting personnel and promoting a team environment. Provides support to all areas of the credit union by recognizing opportunities to help in efficiencies, workflows, training, and education. Friendly, professional, and personal service toward all SouthPoint Financial Credit Union staff is required.
Essential Functions
The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
• Provide assistance to all staff for routine helpdesk tickets, such as password resets, application support, and hardware issues. Research end user issues to provide resolution and work with outside vendors on issues related to their applications.
• Receives and prioritizes calls and e-mails from users and provides first line support in answering technical questions or assigns tasks to appropriate resources and ensures that all problems are tracked, measured, resolved, and verified.
• Maintains, upgrades, and repairs PCs and peripheral equipment for all systems.
• Assist with hardware and software licensing functions and assist with inventory management.
• Assumes responsibility for establishing and maintaining professional working relationships with staff, members, vendors, and outside contacts.
• Maintains accurate and up-to-date reports.
• Ensures that work areas, including server rooms, are clean, secure, and well maintained.
• Conducts staff training on new hardware/software applications.
• Aids and assists with documentation, knowledgebase, and procedures.
• Provides emergency on-call support on a rotating schedule, or as needed
Additional Functions
• Attend meetings, conferences, seminars, and training courses.
• Assist as necessary with Credit Union exams/audits.
• Abide by all Bank Secrecy Act responsibilities for this role.
Skills And Competencies
• Professional, well-developed interpersonal skills essential for serving and projecting a positive image as a representative of the Credit Union to employees, vendors, and members.
• Highly organized, motivated, including setting and working to obtain professional and personal goals. Strong written and oral communication skills
• Excellent analytical and decision-making skills, attention to detail, accuracy, and thoroughness.
• Able to be flexible and adaptable to changing job requirements.
• Able to work under pressure, to process multiple tasks concurrently with a high degree of accuracy, and able to interact and maintain a positive attitude under challenging circumstances.
• Function as a team player with maturity, confidentiality, and adaptability, including willingness to adapt to changing job requirements.
• Ability to present ideas in user-friendly language.
• Ability to conduct research into a wide range of computing issues as required.
JOB SPECIFICATIONS
• Requires completion of high school education. Requires completion of additional coursework (equivalent to two years of undergraduate study) in Computer Science, Information Technology or a related curriculum, or an equivalent combination of education and experience.
• Certifications: CompTIA A+, Network+, MCP are preferred, but not required.
• General troubleshooting skills. Knowledge and understanding of Windows, Microsoft O 365, Microsoft Teams.
• Hands-on hardware troubleshooting experience.
• Perform effectively in a complex changing environment with proven successes in collaboration, communication, & critical thinking.
• Excellent verbal, presentation, written and interpersonal communication skills. Use influence and persuasion effectively. Ability to work collaboratively.
• Knowledge of applicable data privacy as it relates to credit unions.
• Understands and is familiar with the requirements and guidelines set forth in FFIEC and NIST framework.
Physical Requirements
• Prolonged sitting throughout the workday performing the job.
• Working at a computer 98% of the day.
• Repetitive movements, including but not limited to typing, using a mouse, phones, etc.
• Occasional lifting, up to thirty pounds.
WORKING CONDITIONS
• Works in a typical administrative setting with climate control and appropriate lighting.
DISCLAIMER
The above information in this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Benefits
At SouthPoint, we value our employees and strive to provide a comprehensive benefits package to support your well-being. Benefits include:
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Health Savings Account / Flexible Spending Account
• 401k and 401k Matching
• Paid Time Off
• 13 Paid Holidays
• Student Loan Debt Assistance
• Pet Insurance
• Logo Wear Benefit
• Employee Assistance Program (EAP)
Financial Services
Information Technology
Full-time