Technical Support Specialist II

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Full Time Technical Home Office/Resource Center Jackson, Jackson, MI, US

5 days ago Requisition

We are Growing! Do you have IT and Technical Support Experience? Are you committed to excellent service, and would you thrive in an environment where the focus is truly centered on meeting the needs of the Credit Union employees and members? We invite you to consider a career at American 1 Credit Union! Read on for more information!

• Position:
  Technical Support Specialist II
• Location:
  On-site in, Jackson, MI
• Wage: $26.25/hour (Competitive)
• Benefits start on day one:
  Health, Dental, Vision, and Time Off
• All offers of employment are contingent upon background screens.

The Technical Support Specialist II’s role is responsible for providing all areas of computer-related support, including Help Desk ticket management, installation, maintenance, and troubleshooting of personal computers, peripherals, and application software. This position will also analyze and resolve end‑user hardware, software, program, and connectivity issues promptly and accurately and provide end‑user training where required.

Essential Job Functions

• Focus on
  
  Purpose:
  
  Focused on the credit union's purpose of creating financial wellness in our community through everyday banking.
• Help Desk Ticket Management: Managed ticket queues, delegated, and maintained average turnaround times for IT Help Desk tickets.
• Equipment and Hardware Inventory Management:
• Collaboration: Collaborate with the VP of Risk & IT, IT Manager, IT, Risk, and other necessary teams in all discussions relevant to project management pertinent to IT.
• Mobile Device Management
  :
  Responsible for maintaining mobile device equipment, VPNs, and equipment inventory.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Cross training: Serves as the backup for the Network Administrator or performs other duties as required.
• Policy: Follow all credit union policies and procedures, including policies and procedures for customer identification and all BSA requirements.
• Event Support: Serves as a credit union representative within the community and is actively visible at credit union events and credit union‑supported events.
• People-focused and Strong Communication: Empathetically seek understanding of what employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Engaged and Collaborative: Engaging and collaborating with the IT Operations Manager and all employees to foresee longer‑term developments, envision options (and their probable consequences), select sound courses of action, rise above the day‑to‑day detail, and to challenge the status quo.
• Achiever, Initiative, and Goal Driven: The employee drives for results and success, is committed to their job, sets high‑performance standards, pursues aggressive goals, works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions;
  
  prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems. Strong analytical capabilities and exceptional communication/presentation skills will be essential.
• Focused, Decision‑making and Problem‑Solving: Has a strong sense of urgency about proactively solving problems and getting work done; gains support by collaborating effectively for ideas, proposals, projects, and solutions; takes initiative; makes and facilitates decisions considering the impact on others and the credit union; reach sound conclusions and exercises good judgement based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon timeframe;
  
  take initiative to identify and…