Technical Support Specialist II

American 1 Credit Union•Jackson, MI

1d•$0 - $26•Onsite

About The Position

The Technical Support Specialist II’s role is responsible for providing all areas of computer-related support, including Help Desk ticket management, installation, maintenance, and troubleshooting of personal computers, peripherals, and applications software. This position will also analyze and resolve end-user hardware, software, program, and connectivity issues promptly and accurately and provide end-user training where required.

Requirements

A minimum education of high school diploma or GED.
Proficiency in Windows, Microsoft Office Applications, Windows NT, Internet Applications, and system structure analysis and development for security and related issues.
Excellent analytical, customer support, and interpersonal skills required.
Must maintain a valid driver’s license and ability to travel from location to location.
Must be flexible with working hours. Work schedules occasionally change on short notice to cover unexpected business needs.
Available to respond to network issues/problems on a 24/7 basis.
Frequent standing, walking, telephone, and computer use, lifting to 50 lbs.
Must have a general working knowledge of the credit union.
Must have working technical knowledge of network, PC, and operating systems.
Must have a working technical knowledge of current systems software, protocols, and standards.
Must have strong knowledge of local and comprehensive area network administration.
Must have hands-on software and hardware troubleshooting experience.
Must have the ability to repair computer hardware.
Must have experience with data management.
Must read, write, and interpret technical documentation and procedure manuals.
Must have the ability to present ideas and solutions in user-friendly language.
Must have proven analytical and problem-solving abilities.
Must prioritize and execute tasks in a high-pressure environment effectively.
Work effectively with all levels of the American 1 organization
Strong problem-solving and decision-making skills
Proven ability to work independently and as part of a team.
Is detail-oriented and curious and will leverage research to resolve issues
Possesses attention to detail and organizational skills.
Ability to maintain a strict standard of confidentiality

Nice To Haves

Preferred 4-year degree in Information Technology, Networking, and Security

Responsibilities

Focus on Purpose: Focused on the credit union's purpose of creating financial wellness in our community through everyday banking.
Help Desk Ticket Management: Managed ticket queues, delegated, and maintained average turnaround times for IT Help Desk tickets.
Equipment and Hardware Inventory Management:
Collaboration: Collaborate with the VP of Risk & IT, IT Manager, IT, Risk, and other necessary teams in all discussions relevant to project management pertinent to IT.
Mobile Device Management: Responsible for maintaining mobile device equipment, VPNs, and equipment inventory.
Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
Cross training: Serves as the backup for the Network Administrator or performs other duties as required.
Policy: Follow all credit union policies and procedures, including policies and procedures for customer identification and all BSA requirements
Event Support: Serves as a credit union representative within the community and is actively visible at credit union events and credit union-sponsored events.