Position Summary

The position of Technical Support Specialist I is established to provide front line service desk support for credit union. Maintain service levels set by the department.

Essential Duties and Responsibilities

• Receive, process, and resolve IT service desk requests
• Provide technical support to all departments and branches
• Escalate service desk requests and provide status updates to users
• Install and Support PC’s, phones, and other equipment
• Install and configure software applications
• Adds/moves/changes to user accounts in Active Directory and other applications
• Troubleshoot computer hardware and software
• Basic printer configuration and support
• Assist with initial configuration of new equipment & software
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures

Other Duties & Responsibilities

• 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.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job 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.

Minimum Qualifications (Education, Experience, Skills):

• A certification or 1 year equivalent experience; or 1 year of internal SDCCU member facing experience.
• 1 year experience supporting PC systems, hardware and software, in a professional or personal capacity.
• College level competency with Microsoft Windows, Office and Outlook.
• Prior experience with service desk ticketing systems preferred.
• Effective verbal and written communication skills.
• Demonstrated ability to coordinate concurrent projects and tasks, self-organize and prioritize to meet deadlines.
• Demonstrated working knowledge of Active Directory.