Technical Support Specialist I

Position Summary

The position of Technical Support Specialist I is established to provide front line service desk support for credit union. Maintain service levels set by the department.

Minimum Qualifications (Education, Experience, Skills):

• Associates degree or equivalent work experience. 
• A+ certification or 2 additional years of relevant work experience; or 2 years of internal SDCCU member facing experience may be considered.
• 2 years of experience supporting PC systems, hardware and software, in a professional capacity.
• Enterprise level competency with Microsoft Windows, Office and Outlook.
• Basic knowledge of Networking, Desktop and/or Laptop imaging.
• Working knowledge of Active Directory.
• Professional and effective interaction, verbal and written communication skills.
• Demonstrated ability to coordinate concurrent projects and tasks, self-organize and prioritize meeting deadlines. 
• Track record of applying critical thinking and effective problem-solving skills.
• Prior experience with service desk ticketing systems preferred.
• Win10, Win11, and virtual desktop familiarity preferred.
• Office 2016, 2019, O365 familiarity preferred.
• Zoom and MS Teams familiarity preferred.

Essential Duties and Responsibilities

• Receive, process, and resolve IT service desk requests 
• Provide technical support to all departments and branches
• Provide excellent Customer Service and support for trouble desk issues.
• Escalate service desk requests and provide status updates to users
• Install and Support PC’s, phones, and other equipment
• Install and configure software applications
• Adds/moves/changes to user accounts in Active Directory and other applications
• Troubleshoot computer hardware and software
• Troubleshoot Email and Mobile Devices
• Basic printer configuration and support
• Assist with initial configuration of new equipment & software
• Install and configure software applications utilizing endpoint management solution.  
• Active Directory triage/troubleshooting.
• Telecom duties include system administration tasks such as activating phones, setting up users and agents, configuring queues and extensions, and monitoring performance.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures

Other Duties & Responsibilities

• Perform other duties as assigned.
• Occasional travel.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.