Technology Support

SHELL FEDERAL CREDIT UNION•Deer Park, TX

About The Position

Technology Support I provides advanced technology support for Shell Federal Credit Union’s infrastructure. The role delivers complex desktop support and problem resolution for data-processing equipment and software, and installs, implements, deploys, supports, and maintains hardware, software, and cloud technologies for end users. It also manages corporate laptops and cell phones using image deployment and mobile device management technologies, and helps maintain security across corporate devices. The position manages Microsoft and network technologies across LAN and WAN environments, including network printers, DNS, DHCP, users, Microsoft 365 administration, and Active Directory permissions. It supports branch issues and branch runs, works with vendors and internal staff on installations and technical issues, and uses a ticketing system to keep end-user equipment and networks operational while meeting service-level agreements. The role researches emerging technologies and participates in an on-call rotation, which may include nights and weekends. Travel between branch locations is required. The position is based in Deer Park, Texas, and is full-time. The regular schedule is Monday through Wednesday and Friday, 8:30 a.m.–5:15 p.m.; Thursday, 8:30 a.m.–5:45 p.m.; with an on-call rotation. Some travel may be required. The work may involve an open-concept workspace and exposure to potential robbery hazards; employees receive instructions and procedures intended to minimize risk.

Requirements

Two to five years of similar or related experience is preferred.
A college degree or completion of a specialized course of study at a business or trade school is preferred, or more than four years of work-related experience.
Advanced computer skills.
High-level knowledge of Microsoft end-user products, including Windows 10/11 and Microsoft 365 solutions.
Entry- to mid-level knowledge of telephony environments and products, such as cell phones and desktop IP phones.
Knowledge of credit union products and services.
Welcoming and helpful demeanor, with a desire to accept additional responsibilities within branch operations.
Well-developed communication skills, using tact and persuasiveness to reach objectives and maintain goodwill.
Positive, member-service-oriented attitude and ability to anticipate member needs and initiate assistance beyond assigned duties.
Accuracy with numbers and attention to detail.
Professional verbal and written communication skills.
Ability to participate in on-call rotations as needed or assigned and, at times, perform after-hours or weekend work.
Ability to multitask in a fast-paced environment and handle workloads during emergencies or stressful, time-sensitive situations.
Ability to work in an open-concept workspace or environment.
Ability to bend and stand regularly; may at times need to lift, carry, or move up to 15 pounds.
Ability to travel between branch locations.

Nice To Haves

A+ certification.
Network+ certification.

Responsibilities

Meet Shell FCU service commitments, employee creed, and service distinctions.
Maintain knowledge of and comply with applicable rules and regulations, including the Bank Secrecy Act, and attend required annual training.
Perform duties in compliance with Shell FCU policies, procedures, philosophy, and performance standards.
Provide complex or advanced desktop support and resolve problems involving data-processing equipment and software applications throughout the credit union.
Install, implement, deploy, support, and maintain hardware, software, and cloud-based technologies for end users.
Use image deployment technology to deploy PC and laptop images.
Deploy and manage corporate cell phones and laptops using mobile device management technology.
Ensure security is properly managed and maintained on corporate devices.
Manage Microsoft and network technologies across LAN and WAN, including network printers, DNS, DHCP, users, Microsoft 365 administration, and Active Directory permissions.
Support branch issues and branch runs while minimizing travel time and end-user downtime through effective use of available tools.
Work with vendors or internal staff on installations, upgrades, and hardware performance issues.
Use the ticketing system to keep end-user network and equipment operational.
Meet service-level agreements and prioritize internal customers.
Research emerging technologies for potential implementation, upgrades, and deployment.
Participate in on-call rotations as needed, including potential nights and weekends.
Be prepared to participate in disaster recovery, business continuity, or incident response scenarios.
Perform additional duties as assigned.