Summary/Objective
Analyze and provide support for credit union technology systems. Resolve or assign support tickets to appropriate IT staff members and notify IT management of problems that are urgent or require special attention. Assist with hardware, software and operating system updates and deployment.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Provide prompt, help desk technical support to staff by phone, email, chat, in person and using other communication methods.
2. Assist with deployment, documentation, management, and maintenance of various First Credit Union IT systems, including but not limited to Workstations, Servers, Imaging, Automation, Antivirus, Cyber Security, Financial and Backup systems.
3. Facilitate support with existing vendors using established support channels, keep others on the IT solutions team and credit union team aware of status.
4. Assist in executing and updating disaster recovery procedures and work instructions.
5. Maintain and monitor the distribution of server and workstation security patches and updates.
6. Respond and support Cybersecurity Team, in the prevention of, and response to, Cybersecurity events.
7. Perform all other duties or responsibilities as required by the position or as instructed by the IT Department Manager.
8. Understand and follow Credit Union policies and procedures.
9. Ability to handle confidential/sensitive information in a professional manner.
10. Provide periodic status updates as needed or directed by Management. Participate in IT staff meetings and attend other meetings, seminars, or training.
11. Comply with the Bank Secrecy Act (BSA) and complete all annual training required by assigned due dates.

Competencies
1. Superb customer service orientation.
2. Strong project management skills.
3. Accuracy and attention to detail.
4. Stress management/composure.
5. Good listening and communication skills.
6. Honesty and integrity.
7. Teamwork.
8. Excellent written and verbal communication skills.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical presence in an office setting is required.
Physical Demands
This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping, or standing as necessary.
Position Type/Expected Hours of Work
Ability to work flexible schedule Monday through Friday to include weekends/holidays or special occasions.
Travel
Periodic travel to other FCU locations is required.
Required Education and Experience
1. A minimum of two years of experience and/or education. Relevant experience on a year for year basis can be substituted for education. A related trade degree or bachelor’s degree is preferred.
2. Proficiency in Microsoft Office including Outlook, Teams, Word, Excel and PowerPoint.
3. Phone support experience.
4. Ability to adapt and learn new technologies as the need arises.
Preferred Education and Experience
1. Technical phone support experience.
2. Proficiency in managing the Windows Operating System.
3. Certifications, such as but not limited to, CompTIA (A+, Security+, ITF+, Network+) Cisco CCNA, Microsoft Fundamentals certification.
4. Working knowledge of antivirus/malware, cybersecurity or firewalls.
5. Working knowledge of server and workstation patch management and updates.
6. Working knowledge of electronic imaging systems.
7. Experience with disaster recovery plans and procedures.
8. Knowledge and ability to configure and deploy servers and workstations.
9. Understanding of network security, design and troubleshooting techniques.
10. Experience working with VMWare, Citrix or other virtualized environments.
11. Previous experience with a credit union is highly desirable.

Additional Eligibility Qualifications
1. Multi-lingual capabilities to include Spanish are a plus.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.