IT Support Technician

How to apply:

Complete an Online Application at our website  for the specific job opportunity that interests you. Resumes are not accepted in lieu of an application.

Role:
The IT Support Technician provides financial services of superior quality and convenience through assisting Cap Ed employees with setting up workstations, answering questions, resolving technical problems and maintaining the company's network, software and computer equipment. This position collaborates with internal team members and other technical staff to identify support trends and resolve underlying issues.

Essential Functions & Responsibilities:

Assists employees as the first point of contact for technical assistance in person, over the phone, via email, IM and through helpdesk software. Assists with troubleshooting, maintenance, and repair of PCs, printers, terminals, etc. while actively listening to and inquiring about employee’s needs with the objective of providing the ultimate service experience and value-added solutions..Resolves employee inquires by utilizing company policies.

Researches and explores potential solutions to provide alternatives and coordinates with other IT staff and vendors to resolve issues with hardware, computer software and network problems. Follows escalation processes to direct employees to appropriate team member as needed

Maintains the Credit Unions CORE systems and operating system software to provide a reliable and efficient computing environment.

Identifies recurring issues and work with other IT staff members to resolve underlying issues. Recommends proactive solutions for any potential issues identified.

Installs Credit Union's hardware and software; ensures employees know how to care for and maintain their workstations, printers, and PCs and understand procedures for data backup, network access, etc.

Repairs hardware as necessary and work closely with service vendors to ensure continuity of service. Recommends changes in software and hardware to improve computer capabilities.

Sets up workstations with computers and necessary peripheral devices (routers, printers etc.) Installs and configures appropriate software and functions according to specifications. Ensures security and privacy of networks and computer systems

Contributes to efficient Credit Union operations by performing other job related duties as assigned.

Maintains knowledge of all Credit Union products, services, and promotions.

Knowledge and

Skills:

Experience:

One year to three years of similar or related experience.

Education:

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Critical Job

Competencies:

Brand Promise and Values:
To make a difference - every member experience matters. Employees of Cap Ed carry out our promise and values of EP!

C by being Empowered - We are knowledgeable and trusted to make decisions. Professional - We are respectful in creating outstanding experiences. Innovative - We seek new ideas for positive change. Collaborative - We connect with each other to implement solutions.

Decision Making:
Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

Follow-Up:
Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.

Managing Work:
Effectively managing ones time and resources to ensure that work is completed efficiently.

Quality Orientation:
Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Work Standards:
Setting high standards of performance for self and others;…