Technology Services Support I

We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

When you join the Meritrust team, your benefits will include:

• Comprehensive medical insurance plan that has HRA, HSA, and FSA options
• Dental and vision insurance
• Generous paid-time-off
• Up to 11 paid holidays
• 401(k) plan with a 5% match
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

POSITION SUMMARY:

The Technology Services Support I plays a vital role in delivering exceptional service to internal credit union staff by providing first-level technical support and ensuring timely resolution of hardware, software, and network issues. Responsibilities include answering support calls, logging service requests, assisting with departmental projects, and collaborating with the Information Technology team. This position also encourages proactive learning and internal training to foster growth and meet evolving departmental needs. Success in this role requires strong communication skills, a problem-solving mindset, and a genuine enthusiasm for technology.

ESSENTIAL FUNCTIONS:

• Provide first-level technical support to credit union employees via phone, email, and ticketing system, including
• troubleshooting hardware, software, and network issues.
• Log, assign, and track support requests and projects using the designated help desk system for documentation
• and reporting.
• Assist with user account setup, password resets, access permissions, and general support for credit union and
• third-party software.
• Escalate unresolved or complex issues to senior IT staff or external vendors as needed.
• Participate in the opening of new branch locations and perform scheduled or on-demand branch visits to resolve
• technical issues.
• Monitor and support daily and nightly processing tasks, including after-hours troubleshooting and maintenance.
• Upgrade, replace, and maintain IT hardware and software, ensuring systems are current and secure.
• Maintain inventory of IT equipment and supplies, and suggest improvements or new technologies to enhance
• operations.
• Proactively seek internal and external training opportunities to enhance technical knowledge and departmental
• support capabilities.
• Collaborate with other IT team members, provide backup coverage during absences, and contribute to
• departmental efficiency.
• Maintain and develop procedures to improve consistency and service delivery across the credit union.
• Participate in assigned projects and assist in recreating and resolving reported issues, communicating progress to relevant staff.

EDUCATION/CERTIFICATION:

• College degree in Information Technology, Computer Science, Business Information Systems, or a related field preferred.
• Equivalent combination of education and experience may be considered.

REQUIRED KNOWLEDGE:

• Strong understanding of business systems in a financial services environment.
• Familiarity with core banking systems, loan origination platforms, and scheduling tools.
• Knowledge of data governance, reporting standards, and IT project lifecycle.

EXPERIENCE REQUIRED:

• Minimum of 3 years of experience in Information Technology or a related field.
• Experience working in a relational database and client-server environment.
• Prior experience in project planning and business systems implementation.

HARD/TECHNICAL SKILLS/ABILITIES:

• Technical Skills: Relevant certifications
• Analytical Skills: Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

WORKING CONDITIONS

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 25 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.