IT SUPPORT SPECIALIST

SANDIA AREA FEDERAL CREDIT UNION•Albuquerque, NM

23d•Onsite

About The Position

The IT Support Specialist provides day-to-day technology support and maintenance to help Sandia Area Federal Credit Union meet its operational goals. Reporting directly to the Lead Information Technology Support Specialist, this role serves as a first point of contact for users, assessing incidents, managing support tickets, resolving issues where possible, and engaging additional resources when needed. The position emphasizes courteous service, accountability, security, and support for the credit union’s employees and operations. The specialist installs and maintains computer hardware and software, supports software and patch deployments, performs VoIP phone user changes, maintains asset inventories and system images, and supports the Symitar core system and related applications. The role also assists with vendor support, licensing, documentation, Active Directory or Entra ID maintenance, and broader IT projects. The position participates in an on-call rotation and may require travel between worksites. It is an onsite role in Albuquerque, New Mexico, with a usual Monday–Friday schedule and occasional evening or weekend work based on business and event needs; the schedule may change as needed. Employees are expected to uphold the credit union’s mission, values, service standards, confidentiality, security, regulatory compliance, and ethical practices. This includes compliance with applicable policies and financial regulations, including BSA and OFAC requirements, and willingness to undergo required background and credit checks.

Requirements

High school diploma or GED.
At least one year of applicable experience.
Expertise in troubleshooting, ticket triage, and analysis of technology issues, with an understanding of financial institution operations.
Ability to write, maintain, and organize documentation for IT systems and related issues.
Ability to prioritize competing issues and tasks.
Strong oral and written communication skills, including the ability to explain complex issues to nontechnical users.
Ability to work with vendor support to reach resolutions while maintaining positive relationships.
Computer, network hardware/software, and telephone systems problem-solving and troubleshooting skills.
Ability to work safely with and near electrical devices, including UPS units and 220V power strips.
Willingness and ability to drive between worksites and maintain a valid driver’s license.
Willingness and ability to provide 24/7 on-call coverage for up to two weeks at a time.
Strong time-management and organizational skills, including the ability to manage multiple responsibilities and adapt to a fast-paced environment.
Collaborative, team-oriented approach and adaptability to new responsibilities.
Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Ability to perform essential functions, including lifting up to 50 pounds as needed.
Willingness to undergo background and credit checks as required by federal and state regulations.
Adherence to credit union regulations, compliance requirements, security and confidentiality requirements, and applicable legal guidelines, including BSA and OFAC.

Nice To Haves

Credit union and/or financial institution experience.
Demonstrated experience troubleshooting Microsoft software.
CompTIA A+ or TestOut PC Pro certification.

Responsibilities

Install personal computer hardware and software as needed.
Serve as the first point of contact for users, providing solutions, triaging incidents, managing tickets, and escalating issues as appropriate.
Support System Administration staff with software and patch deployments as directed by the IT Support Specialist Lead.
Perform routine VoIP phone maintenance, including adding, moving, and deleting users.
With guidance from the Lead, maintain an accurate inventory of network assets, printers, workstations, laptops, support agreements, warranties, and application software.
Keep the Lead informed about equipment status and help develop notifications for metrics such as low inventory and software end-of-life.
Maintain user system images for rapid deployment and stay informed about system-imaging methodologies.
Provide timely and courteous employee support for the Symitar core system and related applications.
Help maintain support contacts for supported vendors.
Update internal and departmental documentation as needed.
Serve as the first point of contact for vendors and engage additional IT resources when necessary.
Work with vendors on licensing adjustments, seeking assistance from other support specialists when required.
Assist with Active Directory and/or Entra ID maintenance as needed.
Communicate problems, delays, and unusual situations proactively to the Lead Support Specialist.
Collaborate with the broader IT team on projects involving servers, applications, the core system, and other areas as needed.
Participate in the on-call support rotation.
Uphold the organization’s mission, vision, and values; represent the credit union professionally and ethically; and comply with applicable policies, procedures, regulations, and quality standards.
Protect confidential information, records, and sensitive data, and adapt to additional duties and evolving responsibilities as assigned.
Maintain professional knowledge and skills through continuous learning and development.