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IT Support Specialist

2 months ago

Tampa, United States USF Federal Credit Union Full time

** IT Support Specialist**

**Job Category****:** Information Technology **Requisition Number****:** ITSUP001202 Showing 1 location **Job Details**

**Description**

**When joining USF Federal Credit Union, you can expect to work for a company that:**

* Strives to be the most influential partner in our members financial journey.

* Has been recognized with awards such as the Sterling Governors Award for Excellence and League of Southern Credit Unions & Affiliates Credit Union of the Year.

* Has a culture of engagement, growth, process improvement and community volunteerism.

**Whats in it for you:**

* Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts

* 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.

* Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).

* 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance

* Employee Assistance Program

* Undergraduate and Graduate Tuition Reimbursement

* In-depth New Employee Orientation showcasing Credit Union Values and Vision

* A Think Big culture dedicated to performance excellence and continual growth

**Position Summary**

Provide 1st level hardware, software and networking technical support to employees, remote branches and third-party vendors while tracking all work via the ticket systems. Responsible for providing established troubleshooting techniques to resolve user requests. This position requires participation in the on-call rotations and will be required to work outside of scheduled hours to respond to technology issues.

**Essential Functions Include:**

* Perform on-site and remote analysis, diagnosis, and resolution to complex workstation problems. Recommends and implements corrective hardware/software solutions, including off-site repair as needed. Documents all calls into the IT Help Desk Tracking System. Generates reports as requested.

* Maintain, analyze, troubleshoot, and repair computer systems, hardware/software and computer peripherals and other network devices. Manage content updates to the credit union internal employee communication channels.

* Assists administrators with special projects, such as server patching, maintenance, or implementation.

* Prioritize incoming IT service requests and dispatch to appropriate IT workgroup or individual. Update tracking mechanisms throughout the request lifecycle.

* Write, review, and manage IT procedures and guidelines to ensure accuracy and consistency with applicable credit union policies, standards, and practices.

* Identify and analyze trends in support issues and recommend solutions to improve service and productivity.

* Perform initial setup of computer hardware/software and systems. Sets up new users and changes user authority as requested by management.

* Research, test, and install hardware and software additions or replacements and train users in the use of equipment, hardware/software, and systems.

* Ensures the security of Credit Union member data and account information. Performs other job-related duties as needed and assigned.

**Reports to:**

IT Operations Manager

**Manages**

This role does not have supervisory responsibilities

**Required Competencies:**

Excellent Time Management, Analytical and Organizational Skills, Collaboration, Passion, Innovation

**Required Education and Experience:**

* Bachelors Degree in Information Technology or equivalent experience.

* A+, Network+, MCP/MCSA preferred.

**Additional Skills**

* Minimum of three years experience in the field of Information Technology.

* Previous experience in IT Help Desk Support.

* Excellent verbal and written communication skills.

* Proficient in the MS Suite of desktop products.

* Proficient in MS Server Administration, Active Directory, and networking.

* Knowledgeable in VOIP technology.

* Ability to multitask.

* Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

**Work Environment:**

This job operates in an office setting and routinely uses standard office equipment. This position does include some remote work.

**Physical Requirements:**

Sitting frequently, walking occasionally, use of hands frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10lbs of force occasionally to life, carry, push, pull, or move objects.

**Position Type/Expected Hours of Work:**

Full-Time/40 hours per week

**Classification**

Non-Exempt

**Other Duties**

Please not this job description is not a comprehensive list of activities, duties or responsibilities that are required in this position. Duties, responsibilities, and activities may change at any time with or without notice.

For 60 years, USF FCU has experienced rapid growth and is dedicated to delivering financial solutions to improve our members lives. Our success is thrilling, but our core values of excellence, passion, innovation, community, and collaboration mean our relationships with our members and our employees will always be our top priority We have grown to over 60,000 members and $800+ million in assets, robust online and mobile banking, 6 branch locations and thousands of shared branches and fee-free ATMs nationwide.

Our **vision** is to be the most influential partner in each members financial journey.

Our **mission** is to deliver financial solutions to improve members lives.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**