IT Services Coordinator

Provide a first point of contact for end-users to receive support and maintenance within the organization's computing environment. Collect information by listening and asking questions of team members to determine the types of calls, assign priority levels and dispatch criteria. Ensure efficient coordination, prioritization, and scheduling. Provide end-user assistance and technical troubleshooting where required. Provide Service Desk administrative and clerical functions to facilitate the department's day-to-day operations. Proactively seek ways to share knowledge and reduce service requests from internal end-users. Effectively communicate urgent issues with escalation priority to appropriate internal specialist and external vendors.

ESSENTIAL FUNCTIONS

• Receive and respond to incoming calls, tickets, and emails related to IT inquiries or technical related issues. Provide a first line of defense for all inquiries. Prioritize and escalate all urgent requests to technical specialists and / or vendors.
• Perform initial troubleshooting duties such as password resets, hardware failure and network troubleshooting before dispatching requests utilizing internal tools such as internal procedures and knowledge-based articles.
• Initiate and maintain all boarding and offboarding projects.
• Perform on-site and remote-control analysis, diagnosis, and resolution of technical issues for end-users. Recommend and implement corrective solutions, including off-site repair for remote users at branch locations, as needed.
• Participate in generalist queue providing installation, configuration, testing, maintenance and troubleshooting of end-user workstations upon request.
• Prioritize issues dependent on severity and business impact.
• Assign service requests or tickets to specialist based on severity and specialist queue requirements.
• Communicate with team members at all levels of the company as required : keeping them informed of incident progress, notifying them of impending changes or system outages.
• Proactively look for areas of improvement and reductions of requests with analysis. Participate in technical knowledge share and expertise exchange with peers.
• Monitor system performance alerts and notify appropriate IT resources when anomalies are found.
• Handle scheduling for all internal IT needs. Post system status alerts, develop user documentation, review reports, and perform additional clerical / administrative duties as required.
• Participate in implementation / deployment / documentation projects as assigned.
• Ensure confidentiality within all areas of responsibility.
• Act as an ambassador to the company and promote credit union products, including deposit and loan products, online and business services.
• Adherence with credit union policies that could be amended from time to time.
• Follow all procedures pertaining to the Credit Union's policies of BSA, USA Patriot Act, and OFAC. Attend trainings when available and to keep abreast of all information regarding changes and updates. Report to Management any acts of disregard to these policies. Successfully complete all company required and job specific training.
• Perform additional duties as required.

Qualifications, Education Requirements And Preferred Skills

Working Conditions

The work environment characteristics described here are representative of those the team member encounters while performing the essential functions of this job.

Physical Demands Efforts : This function requires moderate standing, walking and sitting. Will be sitting while performing computer data entry functions. Position does not involve climbing or crawling but may on occasion kneel / squat. Requires lifting and moderate carrying of items up to 25 pounds such as a banker's box. Ability to operate normal office equipment such as, telephone, copy machine, fax, scanner, and computer.

Mental & Visual Demands : Specific vision abilities required by this job include : close vision and ability to adjust focus.

Work Environment : This position typically works in an office environment. Noise is moderate and typical of conversations and office equipment.

First Citizens Federal Credit Union complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and / or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment. The company will provide reasonable accommodations that do not cause an undue hardship.

Additional Notes

J-18808-Ljbffr