IT Support Specialist

Primary Function: Provide timely & comprehensive support to employees using Credit Union hardware and software.

Major Duties and Responsibilities

1. Identify and resolve hardware and software problems, both remotely and onsite.
2. Escalate issues internally as needed and contact vendors for service & support when appropriate.
3. Configure and maintain PCs and peripherals during their entire life cycle, from receipt of new hardware to deployment and finally disposal.
4. Assist with the inventory process for the IT Department.
5. Monitor IT ticketing system and IT Must Answer Line(s), respond within established guidelines, and maintain proper documentation throughout ticket lifecycle.
6. Add to IT department documentation and procedures.
7. Maintain neat and orderly IT areas.
8. Understand and describe the purpose of the Bank Secrecy Act (BSA), Anti Money Laundering, and Office of Foreign Asset Control policy (OFAC). Identify the BSA Administrator and responsibilities. Complete annual BSA training. Know where to find the BSA policies, procedures, and forms.
9. Responsible for understanding and complying with the iTHINK Financial Cybersecurity Phishing Standards and Guidelines for the safety and soundness of the Credit Union. Complete on-going training as assigned to stay current with new trends. Know where to find the Cybersecurity policies and procedures.

Skills, Knowledge, and Ability

• Know all features and benefits of the Credit Union's products and services.
• Working knowledge of organization's policies/procedures and Credit Union's service philosophy.
• Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion.
• Working knowledge and proficiency of Credit Union's computer systems, Microsoft Office, Web Browsers, and other operating system software and processes.
• Working knowledge of PC hardware installation, connectivity and software applications.
• Ability to understand and follow complex written and oral instructions.

• Ability to serve as backup to other IT representatives.

Behavioral Model; What activities are involved.

1. a) Communicate clearly and effectively in verbal and written format with members and employees.
2. b) Analyze system performance statistics, relevant facts and develop solutions.
3. d) Assess needs of multiple employees and prioritize requests ensuring highest quality service possible.
4. e) Processes member information and transactions consistent with BSA procedures.
5. f) Exercise judgment under minimal supervision to interpret, act upon and handle daily routine.

Outcomes; The expected results, goals, and objectives.

1. Individual goals for productivity and accuracy are achieved.

1. Ensure the confidentiality and security of credit union and member information being processed.
2. All work performed conforms to Credit Union guidelines and standards.
3. Assigned service tickets are completed accurately and timely.
4. Serve as backup to other IT representatives.
5. Perform other duties as may be assigned by IT Management.

Education and Experience

Job prefers a two-year college level of language, math and reasoning skills and one to two years’ experience, or an equivalent combination of education and/or work experience. Formal position training should be supplemented with continuing education. This is a non-exempt position.

Physical Requirements

iTHINK Financial Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: Ability to effectively read and interpret technical data.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Sitting, walking, standing, bending, and lifting required. Ability to lift or move 55 pounds. Requires the ability to work flexible hours and overtime as required.

Work Environment/Physical Activities

Job requires the ability to work in fast-paced environment and to handle multiple tasks simultaneously. Work creates normal fatigue daily. Work creates moderate stress during certain periods during daily routine. Job does not have specific volume and pace of work standards except that the job requires that end users be served in the timeliest manner possible. Job requires travel within your assigned region. Hours will vary (including early, late, and weekend hours plus periodic oncall shifts) and will not necessarily align with branch hours.

Notice: This job description is not intended to be, nor should it be construed as, a contract for employment. iTHINK Financial Credit Union makes no guarantee of permanent employment. This job description is to be used as a guideline to give you an understanding of what the Credit Union has defined this position to be. iTHINK Financial Credit Union is willing to accommodate handicaps to the extent a financial services organization can without impacting financial control or member service. iTHINK Financial Credit Union is an Equal Opportunity Employer.

This position is usually a combination of remote and onsite responsibilities. As such, candidates must reside with the Treasure Coast region.