Technical Support Specialist II

We are Growing!  Do you have IT and Technical Support Experience? Are you committed to excellent service, and would you thrive in an environment where the focus is truly centered on meeting the needs of the Credit Union employees and members? We invite you to consider a career at American 1 Credit Union! Read on for more information!

• Position: Technical Support Specialist II   
• Location: On-site in, Jackson, MI
• Wage: $26.25/hour (Competitive)
• Benefits start on day one:  Health, Dental, Vision, and Time Off
• All offers of employment are contingent upon background screens.

The Technical Support Specialist II’s role is responsible for providing all areas of computer-related support, including Help Desk ticket management, installation, maintenance, and troubleshooting of personal computers, peripherals, and applications software. This position will also analyze and resolve end-user hardware, software, program, and connectivity issues promptly and accurately and provide end-user training where required.

Essential Job Functions

• Focus on Purpose: Focused on the credit union's purpose of creating financial wellness in our community through everyday banking. 
• Help Desk Ticket Management: Managed ticket queues, delegated, and maintained average turnaround times for IT Help Desk tickets.
• Equipment and Hardware Inventory Management: 
• Collaboration: Collaborate with the VP of Risk & IT, IT Manager, IT, Risk, and other necessary teams in all discussions relevant to project management pertinent to IT.
• Mobile Device Management: Responsible for maintaining mobile device equipment, VPNs, and equipment inventory. 
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all. 
• Cross training: Serves as the backup for the Network Administrator or performs other duties as required.
• Policy: Follow all credit union policies and procedures, including policies and procedures for customer identification and all BSA requirements
• Event Support: Serves as a credit union representative within the community and is actively visible at credit union events and credit union-sponsored events. 

Competencies Required:

• People-focused and Strong Communication: Empathetically seek understanding of what employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Engaged and Collaborative: Engaging and collaborating with the IT Operations Manager and all employees to foresee longer-term developments, envision options (and their probable consequences), select sound courses of action, rise above the day-to-day detail, and to challenge the status quo.
• Achiever, Initiative, and Goal Driven: The employee drives for results and success, is committed to their job, sets high-performance standards, pursues aggressive goals, works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carry out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems. Strong analytical capabilities and exceptional communication/presentation skills will be essential.
• Focused, Decision-making and Problem-Solving: Has a strong sense of urgency about proactively solving problems and getting work done; gains support by collaborating effectively for ideas, proposals, projects, and solutions; takes initiative; makes and facilitates decisions considering the impact on others and the credit union; reach sound conclusions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.
• Trustworthy, Reliability, and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential, including member, employee, and credit union information. Ensures core processes, policies, and procedures are followed.

 Key Accountability Items:

• Help Desk Ticket management.
• Equipment and Hardware inventory management
• Mobile Device management
• Project Management
• Event Support

Requirements:

• A minimum education of high school diploma or GED.
• Preferred 4-year degree in Information Technology, Networking, and Security
• Proficiency in Windows, Microsoft Office Applications, Windows NT, Internet Applications, and system structure analysis and development for security and related issues.
• Excellent analytical, customer support, and interpersonal skills required.
• Must maintain a valid driver’s license and ability to travel from location to location.
• Must be flexible with working hours. Work schedules occasionally change on short notice to cover unexpected business needs.
•  Available to respond to network issues/problems on a 24/7 basis.
• Frequent standing, walking, telephone, and computer use, lifting to 50 lbs.

The Ideal Candidate:

• Must have a general working knowledge of the credit union. 
• Must have working technical knowledge of network, PC, and operating systems.
• Must have a working technical knowledge of current systems software, protocols, and standards. 
• Must have strong knowledge of local and comprehensive area network administration. Must have hands-on software and hardware troubleshooting experience. 
• Must have the ability to repair computer hardware. 
• Must have experience with data management. Must read, write, and interpret technical documentation and procedure manuals. 
• Must have the ability to present ideas and solutions in user-friendly language. 
• Must have proven analytical and problem-solving abilities. 
• Must prioritize and execute tasks in a high-pressure environment effectively.
• Work effectively with all levels of the American 1 organization
• Strong problem-solving and decision-making skills
• Proven ability to work independently and as part of a team.
• Is detail-oriented and curious and will leverage research to resolve issues
• Possesses attention to detail and organizational skills.
• Ability to maintain a strict standard of confidentiality

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their everyday responsibilities occasionally, as needed.