Manager Technical Assistance Center

Blaze Credit Union•St. Paul, MN

1d•Onsite

About The Position

This position is responsible for managing the technical assistance team who resolves end-user computer hardware/software problems, installing, and maintaining end-user workstation hardware and software to ensure high levels of efficiency for end-users. Position is the "Face of IT" requiring excellent interpersonal skills, positive attitude, and genuine willingness to help end users and may be called upon to work off-hours as needed. This position must be able to be available to staff during core business hours with rotating Saturday shifts and occasional after-hours work.

Requirements

Minimum High School degree or equivalent
Minimum 3 to 4 years technical system experience
Demonstrated Knowledge of Windows products, services, policies and procedures.
Knowledge of the functions and purposes of hardware and software in a networked computer environment, e.g. basic knowledge of DNS, DHCP, OS and Windows environment, IP phones
Ability to use personal computers and related software
Ability to prioritize tasks and organize workflow to accomplish production schedules
Ability to communicate effectively with people within and outside of the organization
Ability to adapt to changing technology
Ability to maintain confidentiality
Ability to determine the nature of a computer malfunction (hardware vs. software), pinpoint the cause and use appropriate resources to resolve the problem
Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified

Responsibilities

Coordinates work schedules of the technical assistance team to provide IT support services during Blaze business hours.
Responsible for procuring basic technology hardware and productivity software.
Participates in the annual IT budgeting process.
Reviews and approves technology expenses and invoices.
Troubleshoots, documents, tracks, and monitors technology issues to ensure SLAs for resolution are met.
Provides support to end users on a variety of information technology issues.
Provides team oversight for calls, emails, and service request tickets as the 1st level of IT support.
Communicates to staff outages or issues that affect service or system availability.
Provides 2nd level IT support and escalates to 3rd level IT support as needed.
Administers the Blaze Jira Service Management system.
Responds to and assigns open tickets within defined SLA timeframes.
Provides hardware/software support for information technology equipment used by Blaze staff.
Responsible for the installation and deployment of computer workstations, printers, phones, software, peripherals, and maintains a technology asset inventory.
Ensures software revisions and licensing requirements are met.
Troubleshoots and repairs technology issues, including PC/laptops, printers, phones, and related peripherals.
Coordinates vendor service and support for equipment maintenance and upgrades.
After-hours and weekend work as needed.
Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Exhibit Blaze’s Core Value’s: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back
Regular and predictable attendance
Perform other duties as assigned to support effective department operation