Technical Support Specialist

Jeanne D Arc Credit Union•Lowell, MA

14d

About The Position

Come join our team as a Technical Support Specialist, where under the direction of the AVP - Technology Operations, you will be responsible for providing employee help desk support services and supporting branch and employee equipment needs. Quality of the work produced, and level of productivity is within acceptable range for the department and corresponds to level of experience; adhere to established policies and procedures. Support the Credit Union’s Core Values and Ultimate Goal and the department’s focus on service, quality, efficiency, and teamwork.

Requirements

Associate’s degree with preferably a focus in technology; specialized training in a technical field; two years of PC/Network support; or equivalent combination of education and experience.
Ability to read, analyze, and interpret complex technical journals.
Ability to respond to reasonable technical inquiries and instructions from management and staff.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to effectively present information and solutions to Technology Department management and other employees of the Credit Union.
Must be team-oriented and collaborative; be detailed and organized; and possess good interpersonal and communication skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and percent.
Ability to solve difficult problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several concrete variables.
Must have ability to troubleshoot technical problems.
This position requires standing, sitting, walking, reaching, driving, and lifting to 30 lbs. regularly.
Frequent local travel between Credit Union branch locations is required.

Responsibilities

Provide hardware, software, phone, and basic network support to all end users. Troubleshoot a variety of devices including but not limited to desktops, monitors, laptops, printers, scanners, cell phones, desk phones, signature and PIN pads, A/V equipment, and ATMs.
Create and maintain user accounts for network access; track access as needed and notify manager of any necessary changes.
Triage and assign help desk tickets, work assigned tickets, respond in a timely manner, document thoroughly as needed and follow up with end users to ensure resolution to satisfaction. Meet or exceed established Service Level Agreement standards and performance expectations; provide friendly, timely, and accurate response and resolution.
Build, configure and deploy workstations and printers; apply workstation patches as needed; assist with maintenance of employee desktop applications.
Provide instruction to users on the use of equipment while projecting a high level of customer satisfaction.
Assist with obtaining quotes for software, service, or equipment from vendors. Manage and maintain purchase order management system.
Manage and maintain technology department asset tracking system for both hardware and software.
Coordinate service calls with vendors timely to reduce system downtime. Escalate vendor issues when necessary.
Work as part of a collaborative team effort to achieve goals, response to needs, and find creative solutions.
Draft new or revised policies and procedures as needed to provide efficient support and/or understanding of solutions for both department staff and end users. Ensure current policies and procedures are up to date.
Demonstrate a special effort to say 'yes' to accommodate internal and external member needs.
Support the credit union’s community outreach efforts through community involvement
Participate in department and organization projects to meet corporate objectives.
Perform related and unrelated duties as assigned and therefore required.
Individual is self-motivated, will take initiative, and perform work with minimal direction; be able to manage, organize and prioritize work to ensure its completion in a timely manner, that deadlines are adhered to, and department productivity is maintained.