Senior Tech Specialist
About The Position
The Senior Technology Specialist is responsible as the first point of contact for effectively remediating user technical issues and minimizing downtime. Responsible for providing tier one hardware, software, and application technical support. Responsible for completing all work as assigned using provided support tools adhering to established procedures, processes, and standards. Maintains a high level of readiness and responsiveness ensuring users and business units are supported in a timely fashion. Performs daily tasks in a secure and compliant manner. Provides technical and professional mentorship to junior team members and drives positive change within the organization.
Requirements
- Five years of similar or related experience. Knowledge of Credit Union operations and technology stack. Previous financial institution and desktop technology experience preferred. Extensive knowledge of Microsoft Intune.
- (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
- Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
- Ability to discuss technical issues effectively with other technical professionals as well as non-technical users. Demonstrated strong analytical and problem-solving skills. Ability to read, write, comprehend, and speak English clearly. Normally expected to work between 8:00 a.m. and 5:00 p.m. but may be required to work nights and/or weekends. Must adhere to safety rules and regulations.
Nice To Haves
- Previous financial institution and desktop technology experience preferred.
Responsibilities
- Remediates technical issues submitted to the team and monitors the team ticket queue to ensure a timely response and adherence to established SLA’s. Technical issues include but are not limited to password resets, application errors, failed hardware, lost connectivity, audio-video functionality, and system performance degradation.
- Fulfills approved enhancement requests in accordance with established SLA’s and procedures. Enhancement requests include but are not limited to user moves/adds/changes, PC imaging, hardware deployment, software installation, audio video setup, and “remote hands” support.
- Writes and develops processes, end-user guides, and other documentation to support operational objectives and meet team needs. Maintains applicable CMDB inventory assignments.
- Maintains expertise in the areas of customer service, applications, and desktop systems support.
- Supports the Incident Management process as needed to help ensure initial response, notifications, and escalations are timely. Coordinates the resolution effort with internal support teams and external vendors as needed.
- Provide hands-on learning, mentorship, and guidance to junior team members. Documents workflows, dataflows, and break/fix resolutions.
- Performs other duties as assigned.
Benefits
- Open and transparent communication with your leaders
- Consistent coaching and opportunities to improve performance.
- Collaborative and team-focused environments
- Short and long-term professional development
- Opportunity to participate in cross-functional projects.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
