Open Position: Technical Support Specialist
Work Location: Tradeport 400
Reports to: Information Services Manager
Department: Information Services
Position Status: Full Time (Hourly)
(Hourly) Pay Range: $35,000.00 to $56,000.00 ($16.8269 per hour to $26.9231 per hour)
Purpose: The primary purpose of this position is to assist Atlanta Postal Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” This position provides quality support with a high degree of customer satisfaction, accuracy, and timely completion.
The Support Services Specialist will provide technical support to internal credit union employees and support operational activities in the IS department.
Duties and Responsibilities
- Deliver outstanding service to both internal and external members that is in alignment with our Service Promises:
65% - Assisting customers with questions regarding supported software and computing platforms. This shall be handled in a professional and courteous manner and must resolve issues within a 50% completion ratio.
20% - Troubleshooting system operating problems and assist with determining causes in interruption of services. Coordinating problem resolutions within-house staff and vendors.
10% - Facilitate communication upward and across team including status, variance and technical information.
5% - Assist with developing and maintaining complete and accurate documentation for Instruction, Reference, and Support needs.
Maintain a working knowledge of new releases and computer operating systems across all platforms.
Operating and monitoring computer systems and supporting equipment.
Performing checks to verify system stability.
Administer user permissions for designated applications defined by credit union management. Perform Add/Change/Delete function. Ensure accurate documentation is on file to support all changes for auditing purposes.
Operating peripheral computer equipment and enforcing physical security for computer systems.
Manages a caseload of incoming service requests each day via telephone and/or email.
Record and resolve incoming requests for service and documents and maintains a detailed history of the case notes from start to finish.
Proactively suggest improvements to reduce incoming requests, and improve overall service while providing a high degree of customer satisfaction, technical expertise, and accuracy in a timely manner.
Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position.
Other duties as assigned.
Help Desk or Customer Service experience required.
Ability to maintain and troubleshoot operating systems, document operational problems, read and understand technical material, communicate with vendors and other IS staff, and a basic familiarization with the Episys system.
Intermediate skill level in PC hardware, World Wide Web, networking and the Microsoft Office product suite.
Attention to detail, exceptional organizational and decision-making skills.
Excellent interpersonal communication skills. Diplomacy
Physical Job Requirements:
Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc.
Must be able to lift and/or carry weights of 20 to 50 lbs., bend, stoop, and squat and provide reasonable transportation to all company owned locations and events.
Able to sit for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
The requirements for the job listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.
A credit report will be generated and reviewed for all applicants.