DESCRIPTION

JOB FUNCTIONS

• Provide first and second-level technical support to end-users experiencing issues with software applications. 
• Troubleshoot and diagnose software problems, identifying root causes and implementing solutions. 
• Collaborate with third party support and IT teams to resolve complex technical issues.  
• Participates in on call rotation to provide support for critical issues after hours and weekends. 
• Act as subject matter expert for Loan Origination Software (LOS) support: MeridianLink Consumer (Loans) and MeridianLink Opening (Deposits).  
• Assist in creating user guides, FAQs, and other documentation to help end-users understand and to utilize software applications effectively.
• Conduct training sessions or workshops to educate end-users on best practices and functionalities of software applications. 
• Monitor software applications for performance issues, errors, and potential vulnerabilities.
• Perform routine maintenance tasks, updates, and patches to ensure software applications are up-to-date and secure. 
• Manage and prioritize support tickets, ensuring timely resolution and effective communication with end-users. 
• Escalate complex or unresolved issues to appropriate teams or vendors, tracking and following up until resolution. 
• Participate in quality assurance testing of new software releases, identifying bugs, and providing feedback to supporting teams. 
• Coordinate with supporting teams to reproduce and resolve identified issues before software deployment. 
• Work closely with the cross-functional Application Support team, the larger IT(DCIT) department, and business units, to facilitate effective communication and collaboration. 
• Provide timely updates and reports on support activities, issues, and resolutions to management and stakeholders. 

QUALIFICATIONS

KNOWLEDGE  

• Proficiency in office software such as Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and other relevant software tied to the role.  
• Proficiency in project management tools (e.g., JIRA, Asana, Trello, Planner) is preferred.  
• Familiarity with Information Technology terminology and concepts.  
• Understanding of administrative procedures and best practices in a fast-paced IT environment.  

SKILLS

• Experience with specific software applications or platforms relevant to the financial services industry, particularly within a credit union, is advantageous. 
• Certification in ITIL, CompTIA A , or other relevant certifications. 
• Familiarity with ticketing systems, remote support tools, modern project management tools and monitoring software. 
• Strong technical aptitude and problem-solving skills. 
• Knowledge of software development lifecycle, databases, and programming languages. 
• Ability to work independently and as part of a team in a fast-paced environment. 
• Attention to detail and commitment to providing high-quality support to end-users. 
• Excellent organizational and time management skills, with the ability to prioritize tasks effectively and meet established deadlines.
• Effective communication skills, both written and verbal, with attention to detail, and the ability to interact effectively with individuals at all levels.  
• Problem-solving skills and the capacity to handle multiple tasks simultaneously under pressure.  
• Adaptability and flexibility to accommodate changing priorities and exercise judgement in a fast-paced environment to ensure deadlines are met.

EDUCATION AND EXPERIENCE 

• Associate’s degree in information technology, Computer Science, or related field. A Bachelor’s degree is preferred.
• Previous experience in application support, IT support, or a similar role. 
• Experience in the Information Technology or financial services industry, particularly within a credit union, is advantageous.

PHYSICAL REQUIREMENTS 

The position requires the following physical activities within varying environmental conditions: 

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period. 
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building. 
• Occasional lifting, moving, or adjusting objects up to 20 pounds. 
• Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device. 
• Work will be in a commercially reasonable temperature-controlled environment.
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.