Technical Support Specialist

5 days ago

Tampa Florida, United States Suncoast Credit Union Full time
Job Summary

Suncoast Credit Union is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to system users and the IT help desk team.

Key Responsibilities
  • Install, diagnose, repair, maintain, and optimize SCU equipment such as desktops, laptop systems, hardware peripherals, and software applications.
  • Collaborate with the network engineering team to install, maintenance, and upgrade network equipment such as routers, switches, and network interface cards.
  • Facilitate the set-up of new service centers and the relocation of current service centers.
  • Install and configure anti-virus to ensure security standards are met.
  • Troubleshoot ATM equipment failures by collaborating with vendors and internal team members to provide quick, efficient, and effective resolutions.
  • Perform ATM upgrades and coordinate new rollouts.
  • Troubleshoot remote users's VPN connections.
  • Maintain the inventory of PCs and other related hardware.
  • Automate processes such as corrections, implementations, and upgrades to obtain maximum time efficiency.
  • Manage technical documentation by ensuring all processes are documented and maintained in the knowledgebase.
  • Resolve support tickets for credit union staff while meeting adherence and SLA times.
  • Document tickets, track assignments and communication between credit union members and staff, and monitor progress through to completion.
  • Participate in the CU360 shadowing program.
  • Lead Suncoast Credit Union IT projects.
  • Facilitate projects such as service center setups, service center relocations, service center router upgrades, credit union pc upgrade projects, service center switch upgrade projects, and ATM upgrade assistance by acquiring the proper resources and overseeing the project through to completion.
  • Research and suggest new applications or solutions for business units throughout the credit union.
  • Maintain technical knowledge of Suncoast products and software to assist staff with troubleshooting.
Requirements
  • Bachelor's degree in computer science or related field preferred (A comparable combination of work experience, certifications, and training may be substituted for education requirements).
  • 3+ years of systems technician experience, including planning, administering, and implementing computer systems, switches, routers, and related software.
  • Comptia A+ or MCA Desktop Administrator certifications.
  • Ability to work a rotating schedule including non-business hours.
  • Excellent knowledge and understanding of all credit union computer systems and software programs, including laptops, desktops, Windows OS, Microsoft Office products, and remote connectivity software such as RDP or VPN.
  • Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines.
  • Accurate, detail-oriented, and organized with task management.
  • Ability to analyze and resolve complex problems.
  • Good written, verbal, and interpersonal communication skills to professionally interact effectively with members and staff.
  • Ability to communicate information requiring explanation or interpretation.
  • Must be able to maintain a high level of confidentiality.

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