Technology Support Technician

Under general supervision, performs application support activities for assigned software; participates in testing software releases and updates; participates in troubleshooting and resolving applications problems; performs a variety of technical tasks in support of assigned software operations; provides first level technical support for users of Technology-supported hardware, systems, applications and services.

Job Description

Essential Duties and Responsibilities

• Receives and responds to telephone and email requests for technical assistance from users on a variety of problems involving computer software and hardware, printers, other peripheral equipment, passwords, and voicemail; troubleshoots, diagnoses and provides solutions for first level hardware and software problems using applicable tools and references; informs users of system-wide issues and resolutions; documents work performed in helpdesk software.
• Answers user questions by telephone and email; troubleshoots and participates in resolving application problems and errors; responds to assigned helpdesk tickets; reports issue resolutions to users.
• For problems that cannot be resolved at first contact, opens and assigns helpdesk tickets to appropriate Technology division staff for further troubleshooting and resolution, based on the nature of the problem involved.
• Performs application support duties for assigned software packages, to include user access reviews and audits.
• Performs routine application maintenance activities; may install and configure software processes; may install and configure software releases and upgrades in the test environment; configures and supports application subsystems and modules; coordinates and participates in testing new releases, upgrades and fixes; tracks problems identified in testing and their resolution by software vendors until complete; with approval, moves approved releases into the production environment; administers application account passwords; adds employees to user groups.
• Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to areas of responsibility.
• Documents and processes departmental work, including but not limited to, verifying for accuracy and completeness, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records.
• Provides backup support to other Technology Operations Support staff as assigned.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

2 Year / Associate Degree MIS, IT, Computer Science or a closely related field - Required

Skills/Abilities

• Credit Union products and operational activities supported by software applications.
• Functions, capabilities, characteristics and limitations of standard computer platforms and devices.
• Methods and techniques for troubleshooting and determining the causes of application problems and errors.
• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Resolve problems utilizing knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in general office environment in a financial services facility.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.