Technical Support Specialist

Purpose

The primary purpose of this position is to assist Community Choice Credit Union to live out our purpose, “We believe in helping our neighbors achieve the life they desire”. A key component of this mission is to provide five-star service to our members and team members.

Position Summary

This position is responsible to complete end user help-desk tickets to troubleshoot software /hardware issues minimizing downtime and deploying new hardware including servers, PCs, printers, signature pads, and telecommunication devices in order to meet and/or exceed organizational needs, which includes but is not limited to prioritized projects and merger related activities. In addition, this position works directly with end-users and requires excellent communication and follow up skills to ensure end-user satisfaction. This role serves as an individual contributor to the organization and partners with the Technology team as well as serves team members of all levels of the organization.

Core Competencies - Title and Definition

• Core Values

o Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.

o Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.

o Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.

o United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

• Adaptability/Initiative

Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Position Competencies

Attention to Detail

Follows detailed procedures; ensures accuracy in documentation and details; and all components/details. Remains focused during routine work; is organized and maintains a system of records.

Troubleshooting

Effectively uses a systematic approach to problem solving in an effort to find and correct issues. Troubleshoot processes related to system production issues to ensure timely resolution with all applicable internal and external parties to minimize member impact. Consistently seeks the most effective and efficient way to solve problems.

Role Mastery of Essential Duties

Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

• Communicate status of project and merger work in order to ensure all stakeholders are informed of progress and/or delays in assigned tasks on a consistent basis.
• Assist with ensuring all hardware equipment is maintained to promote lasting functionality and trouble shoot system issues to reduce downtime. This includes maintaining functioning inventory and placing applicable orders for replacements when needed.
• Provide/administrate all system upgrades, replacements and additions to credit union desktops, hardware, and software to ensure team members have the proper tools to perform their job responsibilities.
• Provide assistance for contractor work involving hardware reallocation and reinstallations to ensure accurate completion of projects and soundness of equipment is maintained.
• Enter ticket information into Help Desk database to maintain appropriate problem tracking and resolution.
• Offer technical support for other area/department/branches within the Credit Union in order to ensure efficient operations of credit union functions.
• Maintain and verify software and vendor licenses for legal use and compliance in order to avoid interruptions to team member usage of software/hardware.
• Recycle outdated and nonfunctional hardware following proper procedure ensuring all sensitive information is properly removed.
• Occasional travel to existing and new member center locations to deliver functioning and/or remove outdated hardware to ensure hardware needs and timelines for projects and mergers are met.
• Assist team members in trouble shooting remote access delivery systems to ensure member access is granted. This includes but is not limited to; mobile banking, eBanking, ePay, RDC and telebanking.

Position Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential.

Education

Education Program of Study/Concentration Required/Preferred

High School Diploma Required

Experience Requirements

Years of Experience Type of Experience

2 Years Related experience

Skills & Abilities

Strong customer service skills and willingness to assist others

Ability to communicate complex information clearly

Attentive to detail

Strong organizational and analytical skills

Strong problem-solving skills

Ability to operate cross functional teams to promote and move projects forward and stay on schedule

Excellent collaborative skills to work cross functionally with various departments/branches and

operational areas

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decision and to resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

Physical Demands

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

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.