Responsible for accurately troubleshooting and performing computer related processes and providing excellent service to all members. Accurately performs functions and produces required reports and records. Installs computers and peripheral equipment and ensures that computer functions and peripheral equipment run smoothly. Notifies supervisor/manager of significant problems and recurring errors in operating programs. Assists credit union personnel as required by responding to email and help desk calls in a timely and professional manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned.

• Performs data entry correctly and in accordance with established procedures.
• Active Directory administration.
• Cisco Call Manager administration.
• Office 365 administration.
• Audio/Video support for conference and board rooms.
• Responds to email and help desk calls and documents requests/problems reported in help desk software.
• Performs and maintains new/terminated user documentation.
• Installs computers and peripheral equipment.
• Updates and distributes materials on updated processes/procedures.
• Supports users and keeps users informed of the status of their requests.
• Takes initiative to recognize/identify issues and/or areas where processes could be improved and uses problem solving skills to address said issues.
• Informs management of area activities. Notifies supervisor/manager of equipment/system malfunctions and problems that cannot be corrected by routine procedures.
• Coordinates activities with other Information Technology Department personnel.
• Keeps work area clean, secure, and well maintained.
• Completes special projects as assigned.
• Projects and maintains the credit union’s professional reputation.
• Preserves confidentiality of credit union records.
• Provides excellent service by demonstrating courtesy and personal concern for members and co-workers needs and follows-up to ensure those needs are met.
• Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as is applies to this position.

This position is considered “essential staff.” This will involve having to work during non-business hours (weekends, holidays, etc.). Must carry pager/cell phone for off-hours support and will have a non-traditional schedule.

EDUCATION AND EXPERIENCE

Associate degree (A.A.) or equivalent from two-year college or technical school, or six months related experience and/or training, or equivalent combination of education and experience.

OTHER SKILLS AND ABILITIES

Knowledge of computer hardware and software. Ability to think in terms of computer logic patterns. Ability to learn basic job control and the practices, principles and techniques of computer operations and data processing. Understanding of Credit Union operations and information output needs. Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. Exceptional customer/member service skills. Must obtain ITIL Foundation certification within one (1) year of hire.

Preferred computer and software platforms include:

• Microsoft Windows and Office 365
• Cisco Phone/Call Manager and Networking
• Enterprise Audio/Video support a plus
• PC/Laptop Hardware (Dell)
• Financial Core System Management - Symitar/JHA/ProfitStars a plus
• Recommended Certifications: A , Network , MSCA

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. [Limited travel required to visit CU locations as needed.]

MEMBER FOCUSED

Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists as a result of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members.

COOPERATION AND TEAMWORK

Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks.

DECISION QUALITY

Understands the member’s best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

PROBLEM SOLVING

Uses rigorous logic and methods to solve difficult problems creating effective solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

ACTION ORIENTED

Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it’s OK to make a mistake (fail forward).

ADAPTABLE

Learns on the fly; is a relentless, versatile and an active learner; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits.

INNOVATION

A cultural mindset that supports new ideas, fosters experimentation and drives continuous improvement to deliver member value.

Combines and brings forward ideas in unique ways to make connections between disparate ideas; willingness to explore different lines of thought and suggestions and try new ideas through experimentation, views situations from multiple perspectives; brainstorms multiple approaches/solutions to benefit members.

We are an Equal Opportunity Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity/Religion/National Origin.

Education

• High School or better
• GED or better