Technical Support Specialist I

About the Role

This position provides front-line service desk support for the credit union and maintains service levels set by the department.

Qualifications

• Associate’s degree or equivalent work experience
• A+ certification or 2 additional years of relevant work experience; or 2 years of internal SDCCU member-facing experience may be considered
• 2 years of experience supporting PC systems, hardware, and software in a professional capacity
• Enterprise-level competency with Microsoft Windows, Office, and Outlook
• Basic knowledge of networking, desktop, and/or laptop imaging
• Working knowledge of Active Directory
• Professional and effective interaction, verbal and written communication skills
• Demonstrated ability to coordinate concurrent projects and tasks, self-organize, and prioritize meeting deadlines
• Track record of applying critical thinking and effective problem-solving skills
• Prior experience with service desk ticketing systems preferred
• Familiarity with Win10, Win11, and virtual desktop preferred
• Familiarity with Office 2016, 2019, and O365 preferred
• Familiarity with Zoom and MS Teams preferred

Responsibilities

• Receive, process, and resolve IT service desk requests
• Provide technical support to all departments and branches
• Deliver excellent customer service and support for trouble desk issues
• Escalate service desk requests and provide status updates to users
• Install and support PCs, phones, and other equipment
• Install and configure software applications
• Perform adds/moves/changes to user accounts in Active Directory and other applications
• Troubleshoot computer hardware and software
• Troubleshoot email and mobile devices
• Basic printer configuration and support
• Assist with initial configuration of new equipment and software
• Install and configure software applications utilizing endpoint management solution
• Active Directory triage and troubleshooting
• Telecom duties including system administration tasks such as activating phones, setting up users and agents, configuring queues and extensions, and monitoring performance
• Participate in AML/BSA compliance training as assigned
• Adhere to credit union AML/BSA policy and procedures, including CTR rules and form preparation, identifying and referring suspicious activity to the Compliance Department, performing OFAC comparisons, and properly identifying individuals in accordance with Branch Operations procedures
• Perform other duties as assigned
• Occasional travel

Physical Demands and Work Environment

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.

• Regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear
• Frequently required to stand and reach with hands and arms
• Occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl
• Must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
• The noise level in the work environment is usually moderate

Schedule

• Monday–Friday: 8:00 AM–6:00 PM
• Saturday: Rotating 8:00 AM–4:30 PM
• Sunday: Off
• Full-time: 40 hours per week