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 principles 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.

Essential Functions

• 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.
• Support digital workplace tools including Microsoft 365, Teams, mobile devices, and remote access solutions.
• Receives and prioritizes calls and emails 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.
• Uses ticketing and service management tools to document, escalate, monitor, and communicate issue status and resolution.
• Maintains, upgrades, and repairs PCs and peripheral equipment for all systems.
• Affords assistance with device configuration, deployment, imaging, patching, and basic endpoint management.
• Affords support to hardware and software licensing functions and assists with inventory management.
• Supports digital asset tracking, software access management, and lifecycle coordination for technology equipment.
• 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.
• Supports digital adoption by creating user-friendly guidance and delivering training on technology tools, cybersecurity awareness, and best practices.
• Aids and assists with documentation, knowledgebase, and procedures.
• Maintains accurate digital documentation and self-service knowledge resources to support consistent service delivery.
• Provides emergency on-call support on a rotating schedule, or as needed.

Additional Functions

• Attends meetings, conferences, seminars, and training courses.
• Affords assistance as necessary with Credit Union exams/audits.
• Abides 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.
• Able to present ideas in user-friendly language. Able to translate technical concepts into clear guidance for users across digital platforms.
• Able to conduct research into a wide range of computing issues as required.
• Working knowledge of digital productivity tools, endpoint support practices, and cloud-based environments is preferred.

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.
• Familiarity with cloud-based productivity tools, account access support, and digital collaboration platforms.
• Hands-on hardware troubleshooting experience.
• Performs 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.
• Able 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.
• Demonstrates awareness of cybersecurity, access controls, and technology governance practices appropriate for a regulated financial environment.

Physical Requirements

• Sit: 25-2.5 hrs daily
• Walk: 2.5-5.5 hrs daily
• Stand: 5.5-8 hrs daily
• Lift/Carry: 0-10 lbs
• Bend/Stoop: 10-20 lbs
• Pushing/Pulling: 50-100 lbs
• Fine Manipulation: Over 100 lbs

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).