It Support Specialist

Do you enjoy helping end users troubleshoot and solve technical issues?

Would you like to use your knowledge of emerging technology, trends, and best practices to improve IT support processes?

Afena Federal Credit Union in Marion, Indiana is seeking an IT Support Specialist to join our team. Throughout our history, Afena has been dedicated to serving our community; and today we remain committed to helping our members achieve their financial dreams. The IT Support Specialist will provide day-to-day support to Credit Union technology users. This individual will serve as the front-line support resource for all technology-related issues.  They will coordinate with outside vendors responsible for specific services or systems for the efficient resolution of issues or delivery of services.  Additionally, they will effectively manage multiple tasks based on priority and business impact and maintain documentation of activities.

IT Duties and Responsibilities:

• Support: Provide direct support to staff for all Technology systems.  Coordinate with other team members and outside vendors as necessary.  Manages workflow to resolve issues effectively in an accurate and timely manner.  Provides on-call and after-hours support as necessary.
• Documentation: Maintain accurate and timely documentation of personal work and time on each help desk issue. Assist in the creation and maintenance of documentation of all hardware and software assets owned and managed by the Credit Union. 
• Security:  Assist in the maintenance and management of security software, systems, backups, and other systems to protect the data integrity and prevent security breaches or data loss.  Assist in implementation and management of policies for data security, data retention, and data archiving and assist management with NCUA audits and compliance efforts as directed. 
• Implementation: Prepare and implement computers and peripherals for end-users.  Maintain a reasonable inventory of ready spare equipment along with inventory records.   
• Policy:  Assist in the development and maintenance of acceptable use policy and security policies as they relate to the Business Information Systems applications.
• Education: Continuing education on credit union best practices, software applications, and technologies.  Be able to report on educational opportunities to Credit Union Executive Management.
• Culture:  Represents the Credit Union as an ambassador within the organization and outside the organization.  Maintains good working relationships with Credit Union staff, management, and outside business contacts. 
• Application Support: Proactively install updated information system patches, and firmware and assist in vulnerability remediation efforts to ensure credit union security. Install and assist in testing all software upgrades for all credit union applications to maintain performance, and reliability to ensure a stress free and defect-free environment.

The Ideal Candidate Will Bring: 

• Five years of similar or related experience.
• A college degree, preferably in Information Technologies or Programming, completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.
• The ability to adequately communicate technical issues to those without technical backgrounds. A willingness to serve and support the organization. Courtesy, tact and diplomacy.
• Diagnostic and maintenance abilities with PC hardware, software and Local Area Network. Ability to write simple software applications and reports. Strong written and verbal skills.
• Desire to learn and expand skill set both technically and professionally.

This job Description is not a complete statement of all duties and responsibilities comprising this position. 

Salary commensurate with experience and/or education.

Equal Opportunity Employer

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