It Support Specialist

Location:

Albuquerque, NM 87109

Schedule of Work: (not a remote or hybrid position)- Monday to Friday: 8:30 AM to 5:30 PM
- Occasional evening and weekend work (including Saturdays and Sundays) may be required based on business and event needs.

Please note that this schedule is subject to change as needed.

As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

Comprehensive Medical, Dental, and Vision Insurance Paid Short-Term Disability, Life Insurance, and AD&DHoliday Pay, Vacation, Birthday, Floating Holiday & Sick Leave Tuition Reimbursement for Professional Development
401(k) Plan with Employer Match Pension Plan for Long-term Security Exciting Opportunities for Career Advancement Overall Job Purpose At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking.

While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization.

As an Information Technology Support Specialist at Sandia Area, you are responsible for delivering excellent service while maintaining personal accountability in your actions and behaviors. By prioritizing member satisfaction and operational efficiency, you directly contribute to the organization’s mission of strengthening financial well-being for our members and community. You are entrusted to uphold our values in every interaction, ensuring trust, accuracy, and a focus on service excellence.

Reporting directly to the Lead Information Technology Support Specialist, the IT Support Specialist is responsible for providing day-to-day support and maintenance for the organization to reach operational goals. The IT support specialist acts as a first point of contact to assess user incidents, manage ticketing, resolve issues when possible, and engage further resources as needed.

Duties and responsibilities

Technical Oversight & Review Responsible for installing personal computer hardware and/or software as needed.

Function as the first point of contact for users; offering solutions, triaging, and escalating issues as needed.

Provide additional support as needed for System Administration staff in deployment of software and patches as directed by the IT Support Specialist Lead.

Regularly perform VoIP phone maintenance responsibilities: add/move/delete users.

With guidance from the Lead, keep a complete and updated inventory of network assets, printers, workstations, laptops, support agreements, warranties, and application software.

While keeping the Lead informed of equipment status, assists in developing notifications of key metrics such as low inventory, software end of life, etc.

Maintain user system images for rapid deployment and stays informed of latest methodologies for system imaging.

Provide timely and courteous support to employees through support of the core Symitar system and related applications.

Vendor Support Assist in maintaining support contacts for supported vendors. Updates internal documentation as needed.

Act as the first point of contact for vendors and engages additional IT resources as needed.

Actively work with respective vendors to adjust licensing as needed seeking assistance from other support specialists when required.

Department Operational Support Assist with Active Directory and/or Entra e as needed.

Create and updates documentation for the department while keeping abreast of new and changing technologies and methodologies for implementation.

Proactively communicate problems, delays, and unusual situations to the lead support specialist.

Work with the larger IT team as needed on projects such as servers, applications, core system, etc.

Participate in the on-call support rotation.

Expectations of all Sandia Area employees

Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.

Represent the credit union with professionalism, integrity, and ethical conduct at all times.

Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational…