Technical Support Specialist

2 months ago

Lansing, United States CASE Credit Union Full time
POSITION PURPOSE

Responsible for completing routine daily, weekly, and monthly tasks associated with the Credit Union’s systems and information technology.  Responsible for providing basic tier one support to end users, ensuring a smooth operating environment, and monitoring systems.
This position is hybrid, with in person duties in Lansing, MI.
 
ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.           Assumes responsibility for the effective and efficient operation of systems.

a.            Ability to complete assigned tasks with a moderate amount of supervision.

b.           Ability to deliver superior internal customer service.

c.            Ability to recognize problems, perform basic analysis of data, and provide recommended solutions.

d.           Ability to follow complex written procedures to perform tasks.

e.            Ensures that on-line data communications are maintained, both local and remote. 

f.            Provides technical assistance to resolve operational problems as required. 

2.           Assumes responsibility for the effective maintenance and repair of computer hardware.

a.            Assists in ordering and installing equipment.

b.           Ensures that necessary repairs are promptly performed and that downtime is minimized.

3.           Assumes responsibility for establishing and maintaining good communication and coordination with information system users.

a.            Responds to users’ requests and problems and follows through promptly.  Keeps users informed of the status of their requests.

b.           Ensures that interactions with users are courteous, clear, and understandable.

c.            Communicates complete information to users, including deadlines, reasons for problems, etc.

d.           Provides positive feedback to users and builds confidence with employees using the computer system.

4.           Assumes responsibility for establishing and maintaining effective communication and coordination with management and area personnel.

a.            Keeps management informed of problems and of progress attained in reaching established
objectives.

b.           Ensures that all reports and related paperwork are complete and promptly submitted.

c.            Provides technical assistance to staff as required.

e.            Ensures that established deadlines and departmental goals are met.

5.           Assumes responsibility for related duties as required or assigned.

a.            Stays informed regarding current information technologies.

b.           Performs assigned recurring tasks.

              c.            Completes special projects as assigned.

              d.           Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

              e.            Logs and tracks calls using problem management database, and maintain history records with related problem documentation.

              f.            Provide backup to all IS staff and functions to the best of ones ability.  This includes cross-training and assignment to the morning and evening mainframe operator shifts.

              g.           Assignment to the weekend and after-hours support on-call rotation.

              h.           Ability to work flexible hours to meet scheduling needs, special projects, and occasional late night upgrades or maintenance to limit system disruptions.
PERFORMANCE MEASUREMENTS

1.           Good business relations exist with users.  Users’ concerns are promptly addressed and any problems effectively resolved.  Credit Union personnel are supported and assisted as needed.

2.           Required tasks are completed accurately and timely.

3.           All operations run efficiently, at optimal utilization and with minimal downtime.

4.           Computer equipment is well maintained.

5.           Computer operations are conducted in accordance with established policies and procedures.

6.           Management is appropriately informed of activities.

7.            Help Desk support functions are performed in a timely and accurate manner, with superior service provided.

8.           After hours on-call support functions are performed in a timely and accurate manner.
QUALIFICATIONS

Education/Certification:       An acceptable combination of education, training, and experience.
                                          
Required Knowledge:Knowledge of business software applications and all related computer hardware.
                                                          Strong understanding of Credit Union operations and information output needs.

Experience Required:Six month to two years of related experience.

Skills/Abilities:Good interpersonal skills.
                                                          Ability to train others.
                                                          Strong problem-solving skills.
                                                          Solid organizational abilities and attention to detail.
                                                          Ability to operate computer, printer, tape drive and other business equipment.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FingerDexterity:                      Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking:Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion:                    Movements frequently and regularly required using the wrists, hands, and fingers.

Average Visual Abilities:Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength:Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally.  (Almost all office jobs.)
WORKING CONDITIONS

NONE:                                           No hazardous or significantly unpleasant conditions.  (Such as in a typical office.)
Position requires shift work:           Occasional morning, swing, and graveyard shifts required
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:                    Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
                                                          Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability:               Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
Able to perform very simple algebra.

Language Ability:                     Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
                                                          Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
                                                          Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent) and variation in word order; using present, perfect, and future tenses.
 

CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.

CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we’re committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That’s why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.

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