IT Support

Position Summary:
The Information Technology Department provides technology tools and support to all employees of Alerus. As part of the IT team the Support and Applications Specialist's primary responsibility is to support the technology and applications used by Alerus. Collaborate with IT and the Business Unit in the development, testing, documentation, deployment, ongoing maintenance, and operational support of the technology and applications.

Essential Responsibilities:
Job Function 1: Manage Day to Day Application Maintenance and Support - 40%

• Demonstrate knowledge of the systems development lifecycle and business process.
• Provide support to internal clients and team members to help resolve any application issues.
• Provide on-call support for application issues.
• Create business reports as necessary to support business operations and infrastructure.
• Maintain databases for all assigned applications.
• Provide system analysis techniques and procedures including consulting with internal clients to determine software specifications.
• Serve as the resource for other application team members on technical and functional application analysis, defining system requirements, and developing logical data models.
• Work with cross functional teams by providing education on system functionality, and configuration of new tools to increase internal client productivity within the application.
  

Job Function 2: Provide Standard Technical Assistance- 50%

• Provide telephone and online support for the Technical Assistance Center. This includes being part of a rotation to provide continued technical support during Alerus customer support hours, seven days a week.
• Responsible for logging calls, identifying issues, researching, resolving and following up on incidents utilizing a problem ticket and service request tracking system. If unable to resolve, after exhausting all available resources, will escalate for resolution while maintaining ownership of the incident. Ownership includes responsibility for documenting, tracking, monitoring, communicating with the customer, and ensuring timely request resolution.
• Adherence to Assistance Center processes and Service Level Agreements.
• Prioritize customer's requests, follow-up and track through to resolution.
• Assist customers with basic need analysis and preparation of requests.
• Participate in testing technology tools.
  

Job Function 3: Documentation and Backup - 10%

• Maintains documentation of functions in R&R database, Cherwell Ticketing System, and GitLab.
• Act as back up for other IT Application Analyst functions.
• Assist team members during busy times.
  

Position Requirements:
Qualifications:

• Bachelor's degree or equivalent combination of education and/or related experience.
• 0-2 years of experience in application management experience preferred.
• Flexibility with schedule for backup coverage, system conversions, updates, and maintenance.
• Experience working in the financial services industry, preferred.
• Ability to adapt easily to change within a fast-paced environment.
• Ability to travel to any Alerus Financial location to provide training and/or technical support.
  

Personal Characteristics:

• Demonstrated critical thinking abilities.
• Ability to analyze issues to determine appropriate actions and meet deadlines.
• Excellent verbal and written communication skills with the ability to interact professionally with a diverse group including executives, managers, end users.
• Strong organizational and time management skills.
  

Physical Demands - Must be met with or without a reasonable accommodation:

• Extended periods of time sitting at a desk and using office equipment.
• Ability to operate a personal computer/laptop for approximately 8 hours per day.
• Extended time is spent reviewing physical and electronic documents.
• The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
• Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
• Will spend most of time in an indoor environment.
  

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.