What You’ll Do:

• Provide on-call after-hours support for all systems which may need attention. The rotation schedule will determine the 24 hours/7 day weekly coverage.
• Provide system management and monitoring for the Opcon Operations system.
  • Perform all daily operations timely and accurately.
  • Work with outside vendors to make sure that all data is transferred from the Credit Union safe, secure and accurate.
  • Assists with creating and maintaining operations policy and procedures to ensure current information.
• Providing first level diagnosis and troubleshooting to support end-users with technical, software, hardware and equipment issues for the credit union.
  • Demonstrate a desire to help other people with specific technical issues and be able to understand the support process from the customer point of view.
  • Accurately log incidents, service requests and repairs into IT Service Management tool.
  • Multi-task during calls to research technical issues while communicating with the customer clearly and concisely documenting the issue.
  • Redirects escalated problems to correct resources within Information Technology.
  • Monitors, tracks, and communicates status on incident and service requests to resolution and closure. Performs follow-up on outstanding tickets and previously reported issued to determine if the issues has been resolved or further action is needed.
• Set up and perform basic repairs to equipment for employee use: performing or ensuring proper installation of cables and equipment, modify configurations, utilities, and software default settings for the local workstations.
  • Organizes, deploys, and completes all computer, printer, mobile devices and desktop peripheral troubleshooting, support and replacement.
  • Project leader for all desktop and printer deployments.
• Onboarding and maintaining users of technology services: phones, network, email and computers.
  • Initial setup and movement of users on the phone and email system: phone name, extension, voicemail, email and associated groups.
  • Assign users and computers to proper groups in Active Directory.
• Assist with planning and development of Information Technology projects and provide support within the department.
  • Ability to work in a strong team environment and communicate effectively to provide unparalleled support to customers.
  • Ensures backup and disaster recovery of mainframes are operable.
  • Keep all areas of the Information Technology computer room organized and inventoried.
  • Order all Information Technology paper stock and supplies.
  • Assist with all Symitar releases and patches for backup and support.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Demonstrates teamwork by exhibiting the following: contributing to team effort, initiative, dependability, positive attitude, good attendance, tact, and diplomacy.

What You Can Expect:

We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Benefits and Perks

Employer-Paid Benefits:

• Health Insurance (only employee premium paid)
• Short and Long Term Disability
• Life Insurance and AD&D

Benefits:

• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with 100% match (based on length of employment)

Perks:

• Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
• Holidays- 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program

What You Need To Succeed: (qualifications/experience/certifications, etc.)

• High school diploma or equivalent
• 2 years progressive experience in information technology field

Preferred Education, Certifications & Experience (addition to above):

• BS/BA college degree in an information technology related discipline
• A+ certification
• MCITP: Enterprise Desktop Administrator certification

Knowledge and Job Performance Requirements:

• Skills: Excellent time management; ability to balance multiple workloads with successful results; excellent customer service skills, excellent communication and listening skills, organizational skills, problem analysis and problem solving, and ability to effectively convey information to people who possess varying levels of technical understanding.
• Technical: Broad knowledge of Microsoft Office, Windows operating systems, basic networking, coding and command prompts, Active Directory, VPN, Cisco systems, and the ability to learn user management functionality for financial services software.
• Flexibility to work non-traditional shifts such as evenings and Saturday rotations.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• Must be able to lift and carry up to 20 pounds.
• Vision requirements include close and classroom vision.
• Regularly required to travel by automobile.
• Occasionally required to work other than normal business hour