IT Support Specialist II

Texans Credit Union • Richardson, TX

335d

About The Position

We’re Texans Credit Union. We are a $2.4 billion financial institution making our members’ financial dreams come true for 70 years. We are member-owned and operated in the Dallas metro area and are looking for people to join our team who love a challenge and enjoy helping others to truly make a difference! We’re currently seeking a IT Support Specialist II to join Team Texans at our headquarters in Richardson, TX. If you thrive on helping people and have a passion for IT, this may be the right fit for you – after all, credit unions were built on the principle of people helping people. As an IT Support Specialist II, you will play a crucial role in ensuring the smooth operation of Texans’ technological infrastructure. You will be responsible for providing technical assistance and support to Texans Staff Members, troubleshooting hardware and software issues, and implementing effective solutions to enhance our overall IT efficiency. All requests that are submitted by phone, email, or delegation by management must be logged and updated in the IT Ticketing System, KACE. Your expertise will contribute directly to the productivity and success of our organization by ensuring that our systems are running optimally at all times for Texans staff and our credit union members.

Requirements

• Windows Desktop OS
• Internet Explorer
• Apple OS
• Dameware
• MS Office 365
• RDP
• OneNote
• DNS
• OraEdit
• Trend AV Office Scan
• MoveIT
• Symantec Endpoint Protection
• OSI Batch Process
• Smart Deploy / Ghost Imaging
• OSI Administration
• Cisco Agent
• PSCU Evolve/Member Connect
• Cisco Call Manager
• VM Ware
• Cisco Unity
• Laserfiche Administrator
• Exchange Administrator
• Active Directory Administrator
• KACE Administrator
• Demonstrated passion for excellence and impeccability while interacting with Staff Members and Senior Leadership.
• Ability to involve internal and external resources to lead the Staff Member through measurable and attainable goals/resolutions.
• Ability to effectively prioritize and execute tasks in a high volume environment.
• Exceptional customer service orientation, with strong interpersonal skills.
• Experience working in a team-oriented, collaborative environment.
• Experience or knowledge of the use of IT in financial institutions.

Nice To Haves

• A+, MCP, and/or MCSE Certifications is highly desired.

Responsibilities

• Respond to incoming Service Desk inquiries promptly, politely and professionally.
• Quickly prioritize and respond to all Staff Member calls and emails, identifying problems and providing expedient technical assistance and solutions for all computer related issues.
• Support video/IP conferencing and audio/visual systems.
• Monitor progress with the Staff Member to ensure all issues are addressed and resolved.
• Escalate issues to Subject Matter Experts (SMEs) and supervisors based on established procedures.
• Follow up with SMEs to ensure resolution of issues.
• Accurately follow and maintain operational checklist, procedural and technical documentation.
• Execute, monitor, and adjust production jobs as needed to meet daily and nightly processing requirements.
• Act as the lead for all User Account administration in various systems.
• Support all office technology and equipment by troubleshooting issues, installing required applications and software updates, and configuring and deploying workstations.
• Monitor and maintain computer workstation updates, anti-virus definitions, and any necessary application maintenance.
• Suggest improvements, upgrades or other appropriate service offerings to the benefit of the Staff Member.
• Replace hardware parts as required.
• Continually monitor production computer systems during your shift using a variety of tools, procedures, and checklists.
• Maintain a high level of customer service and meet the requirements of all service level agreements established by management.
• Influence a positive work environment that fosters team performance through own work and behavior.
• Assist in the tracking of issues and their resolutions, while adhering to prescribed Service Level Agreements and escalation procedures.
• Work non-standard work hours and other shifts as needs dictate.

Benefits

• 401k
• health_insurance
• dental_insurance
• vision_insurance
• paid_holidays
• flexible_scheduling

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree