IT Support Specialist

Published: 6/14/2022

Technology

Job Description

Summary: The IT Support Specialist provides responsive, technical support to employees and assists with the administration, security, maintenance, and support of Sun Federal Credit Union's technology environment. The position serves as a primary point of contact for technology support requests and supports end-user computing, Microsoft 365, identity and access management, business applications, network-connected devices, and technology used throughout Credit Union locations. The IT Support Specialist troubleshoots hardware and software issues, provisions and maintains technology assets, documents procedures and solutions, supports cybersecurity controls, and escalates complex or recurring issues as appropriate. The position is expected to provide extraordinary service to internal members while continually developing the technical knowledge necessary to resolve increasingly complex issues. This position advances Sun Federal Credit Union's mission of “People Caring About People” by delivering responsive internal support, maintaining secure and reliable technology, protecting confidential information, and improving processes that enable exceptional member service.

Essential Duties & Responsibilities: The employee must effectively carry out the following essential duties and responsibilities in a manner that consistently demonstrates Sun Federal's mission, values, and culture. Other duties may be assigned.

Helpdesk & Internal Member Support
1. Serve as a primary triage resource for employee technology support requests and coordinate Helpdesk coverage with other agents during business hours.
2. Monitor, prioritize, and respond to Helpdesk tickets in accordance with established service-level expectations and Sun Federal service standards.
3. Assess ticket urgency and business impact and ensure the appropriate priority, status, group, category, type, and other required ticket information are maintained.
4. Troubleshoot hardware, software, connectivity, authentication, printing, application, and other technology issues using available procedures, technical resources, research tools, and approved artificial intelligence resources.
5. Resolve issues within the scope of the position and escalate issues requiring additional expertise according to established escalation procedures.
6. Maintain clear and accurate ticket documentation, including troubleshooting performed, actions taken, priority changes, escalation information, vendor case numbers, and final resolution.
7. Provide effective warm handoffs when escalating issues by confirming ownership and communicating the assisting resource and next steps to the internal member.
8. Communicate expected resolution timeframes and provide appropriate status updates for unresolved issues, including periodic updates for matters awaiting a third party.
9. Confirm successful resolution when practical, address related concerns, and ensure tickets contain a conclusion note and are properly categorized before closure.
10. Identify recurring issues and recommend opportunities for permanent resolution, process improvement, user education, or additional documentation.
11. Provide hardware, software, and end-user support for ATMs, ITMs, and other Credit Union technology.
Endpoint & Device Management
1. Configure and deploy computers and other endpoint devices according to established configuration, administration, and security-hardening standards.
2. Install, troubleshoot, maintain, and update approved software and applications using available management and remote-deployment tools.
3. Support Microsoft Windows, Microsoft 365 applications and services, Microsoft Teams and other collaboration tools, and approved business applications.
4. Support computers, phones, mobile devices, headsets, printers, scanners, signature devices, audiovisual and video-conferencing equipment, and related peripherals.
5. Assist with deployment and verification of operating-system, security, and third-party application updates.
6. Verify that required endpoint-security software and controls are installed and operating as expected; report and escalate exceptions.
7. Diagnose hardware failures and coordinate repair, replacement, warranty service, and preventive maintenance when necessary.
8. Coordinate equipment installations and technology changes with appropriate employees to minimize disruptions to Credit Union operations and member service.
Identity & Access Management
1. Create, modify, disable, and periodically review user accounts and system access according to approved requests and procedures.
2. Support employee onboarding, transfers, and terminations from a technology-access and equipment perspective.
3. Grant access to technology resources based on approved business need and the principle of least privilege.
4. Troubleshoot authentication, password, account-lockout, and multifactor-authentication issues.
5. Assist with periodic access reviews and remediation of inappropriate, excessive, or unnecessary access.
6. Maintain appropriate records and evidence related to access-management activities.
Information Security
1. Support implementation and operation of established information-security controls.
2. Monitor endpoint-security status and escalate security alerts, anomalies, or suspected security incidents according to established procedures.
3. Assist with vulnerability remediation, security patching, endpoint hardening, and validation of security controls.
4. Support security-awareness training, phishing-simulation activities, retraining, and related reporting as assigned.
5. Assist employees with potentially malicious or quarantined email and website-access requests in accordance with established procedures.
6. Maintain security-related documentation and evidence as required.
7. Protect confidential member, employee, and Credit Union information in accordance with established policies, procedures, and applicable requirements.
Technology Asset Management
1. Maintain accurate hardware, software, and technology-asset inventory information.
2. Track equipment assignments, locations, condition, warranty information, and lifecycle status.
3. Coordinate deployment, replacement, return, secure reuse, and approved disposal of technology equipment.
4. Maintain standardized endpoint configurations and identify equipment requiring repair, replacement, or lifecycle planning.
5. Assist with software licensing, inventory, and compliance activities and report exceptions to Technology leadership.
Physical Security Technology
1. Provide technical support for building access-control systems, video-surveillance systems, burglar alarms, and related security technology.
2. Assist with installation, troubleshooting, administration, maintenance, and vendor coordination for physical-security technology as assigned.
Documentation, Training & Continuous improvement
1. Create and maintain technical procedures, troubleshooting guides, knowledge-base resources, configuration records, and other IT documentation.
2. Document repeatable solutions identified through Helpdesk tickets and escalated issues.
3. Actively develop technical knowledge by working with senior technology resources on escalated issues and applying that knowledge to future support requests.
4. Develop or assist with technology training for employees, including new-employee onboarding and training on software, phones, building access, and other supported technology.
5. Recommend process, technology, and documentation improvements that improve internal-member service, security, reliability, or IT efficiency.
6. Participate meaningfully in assigned projects and technology initiatives and assist in training less-experienced staff when appropriate.
Communication, Service & Professional Responsibilities
1. Provide professional, responsive, empathetic, and respectful service to internal and external members.
2. Communicate technical information clearly and in terms appropriate for non-technical employees.
3. Maintain effective working relationships with employees, technology vendors, and other business partners.
4. Escalate significant, recurring, security-related, or business-impacting technology issues to appropriate Technology leadership.
5. Preserve the confidentiality and security of Credit Union records and information.
6. Follow applicable Credit Union policies, procedures, service behaviors, and regulatory requirements.
7. Contribute positively to department and Credit Union business objectives and recommend improvements that enhance productivity and service.
8. Complete assigned daily, monthly, and periodic operational checks and reports.
9. Perform additional technology-related duties and projects as assigned

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. The individual must be able to successfully pass required background checks.

Education/Certification: Bachelors degree in information technology, computer science, cybersecurity, or a related field; relevant industry certifications; or an equivalent combination of education, training, and practical IT support experience. CompTIA A+, Network+, or Security+ certifications. A valid driver's license is required.

Required Knowledge: Working knowledge of Microsoft Windows operating systems, Microsoft 365 applications and services, computer hardware, and common peripherals. Familiarity with user-account and access administration, multifactor authentication, least privilege, and endpoint-security concepts. Basic knowledge of TCP/IP networking concepts, including DNS, DHCP, wired networking, and wireless networking. Familiarity with software deployment, patching, remote support, endpoint-management, and technical troubleshooting methodologies. Familiarity with IT service-management and ticketing platforms such as Freshdesk or a similar system. Experience supporting financial-institution or credit-union technology, ATM/ITM environments, Microsoft cloud technologies, endpoint-management platforms, or physical-security technology is preferred but not required.

Experience Required: One to three years of experience working in related position.

Skills/Abilities: Strong customer service skills and willingness to assist others. Strong troubleshooting, critical-thinking, and problem-solving skills. Ability to communicate technical concepts clearly to technical and non-technical audiences. Ability to prioritize multiple support requests based on urgency, business impact, and established service expectations. Strong attention to detail, follow-through, and documentation. Ability to independently research unfamiliar problems and appropriately use available technical resources. Ability and willingness to learn new technologies and apply lessons from escalated issues. Ability to recognize when an issue requires escalation and collaborate effectively with more senior technical resources.