Technical Support Specialist

Job Summary

Responsible for providing first level technical support to our end users, resolving IT related issues and ensuring a high level of customer satisfaction. This role is responsible for providing first level support for all our ATM / PTM / XTMs as well as performs user access management for various applications including granting / revoking user rights and user / application audits maintaining accurate and secure access controls.

Essential Functions

• Serves as a primary point of contact for all questions, incidents and service requests involving Digital and Technology support.
• Provide first level support to diagnose, troubleshoot, and resolve routine problems with hardware, software, AV, and connectivity issues both locally and remotely and escalates to the appropriate team when necessary.
• Grants, modifies and revokes access to software applications for all end users based on required access and approved requests maintaining accurate and secure access controls.
• Conduct regular audits of user access to and address any discrepancies or unauthorized access.
• Install, configure, and update approved software, drivers, tools, and systems.
• Performs first call support for all ATM / PTM / XTMs throughout all branches and headquarters. Engage and escalate to the vendor or other teams when necessary.
• Maintain accurate records of incidents, requests, and resolutions within the ITSM ticketing system.
• Creates and maintains technical documentation and procedures as well as knowledge base articles for our end users.
• Attends new hire and provides training on technology processes and systems.
• Works with other digital and technology teams and / or vendors to resolve issues.
• Understands the business needs of our customers and takes ownership of assigned tasks.
• Performs daily tasks with an eye on security and protecting member data.
• Makes suggestions to management for process improvements that will help drive efficiencies.
• Maintains and builds a positive working relationship with our customers by providing technical support in a timely and professional manner.
• Has a good overall knowledge of credit union products and services.
• Participates in an on-call rotation as required.
• Performs other duties as assigned.

Qualifications

Physical Demands / Work Environment

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk and sit. The employee needs to be able to stand for extended periods of time. Use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently or occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus. The noise level in the work environment is usually quiet.

Pay Range

Pay Range : $26 / hour - $31 / hour plus 10% annual target bonus. The estimated hiring range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Benefits

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