IT Support Specialist

Description

Purpose

Assist with managing Information Technology (IT) and Core System functionality duties and maintain the network infrastructure of the credit union. Performs all other duties as assigned by supervisor and credit union management.

Organizational Standards

At DFCU we always strive to do our best by our community. That community includes the members we serve, potential members, and the teammates we work with. Our environment is fun and energetic, while maintaining appropriate accountability and productivity standards.

Primary Duties & Responsibilities

1. Acts as a steward for DFCU’s IT and Core Systems (Jack Henry Symitar) support services for staff, and works hands-on with all credit union staff.
2. Manage and maintain workstations, applications, networks, hardware & software, that are essential to the credit union members and staff.
3. Helps lead credit union efforts in the area of cybersecurity and tracks emerging security best practices.
4. Assist in maintaining servers with Active Directory, Networking, Firewall, etc., including working with any vendors that provide support in these areas.
5. Assist with patch management for all workstations and servers.
6. Ensures that systems, PCs, servers and all peripherals are operational.
7. Troubleshoot, diagnose problems, implement corrective action procedures for user problems, and/or escalate to other technical resources as appropriate.
8. Work closely with data processing vendors to ensure all system products are functioning as needed.
9. Assist with maintaining internal and external systems, including, but not limited to e-mail, VoIP phones, OLB (Alkami), and Core Systems.
10. Play a major role in helping establish documentation for IT procedures.
11. Responsible for certain End of Day, End of Month, and End of Year reporting and processing duties, including working with our statements vendor to ensure timely delivery of member statements.
12. Help troubleshoot day-to-day IT related issues, network and Core Systems, while also being a part of larger strategic projects. This includes working closely with Core Systems Analyst to help improve the core experience for staff.
13. Help with other select IT related projects or functions as needed or asked by management.

Requirements

Role Requirements

1. Ability to work in a service-driven environment that is member-focused.
2. Strong interpersonal, training and communication skills.
3. Ability to work independently and meet deadlines.
4. Bachelor’s degree in Computer Science or Information Technology from a four-year college – equivalent work experience may substitute for stated qualifications.
5. 2 to 4 years’ experience in an IT support role.
6. Must be able to work extended hours, including nights and weekends, if/when needed.
7. Ability to lift equipment up to 30 pounds when necessary.

Employment Requirements

1. Ability to be bonded.
2. Understand basic banking principles.
3. Strong written and oral communication skills.