IT Support Specialist

Information Technology Support Technician

Serves as an Information Technology Support Technician in the Credit Union administrative setting. The primary responsibility is to provide excellent service by demonstrating the principals of SouthPoint Financial Credit Union and adhering to the vision of "Empowering People to Enhance Lives". This position must also support and embody the core values of SouthPoint:

• Our Purpose is our Passion.
• We Champion Fearless Grit.
• It's not about me, it's about we.

The IT Support Technician serves as a primary helpdesk contact for the credit union regarding technology related areas. This includes providing professional service at all levels of operation and assisting and supporting personnel and promoting a team environment. Provides support to all areas of the credit union by recognizing opportunities to help in efficiencies, workflows, training, and education. Friendly, professional, and personal service toward all SouthPoint Financial Credit Union staff is required.

Essential Functions:

1. Provide assistance to all staff for routine helpdesk tickets, such as password resets, application support, and hardware issues. Research end user issues to provide resolution and work with outside vendors on issues related to their applications. Support digital workplace tools including Microsoft 365, Teams, mobile devices, and remote access solutions.
2. Receives and prioritizes calls and e-mails from users and provides first line support in answering technical questions or assigns tasks to appropriate resources and ensures that all problems are tracked, measured, resolved, and verified. Uses ticketing and service management tools to document, escalate, monitor, and communicate issue status and resolution.
3. Maintains, upgrades, and repairs PCs and peripheral equipment for all systems. Assists with device configuration, deployment, imaging, patching, and basic endpoint management.
4. Assist with hardware and software licensing functions and assist with inventory management. Supports digital asset tracking, software access management, and lifecycle coordination for technology equipment.
5. Assumes responsibility for establishing and maintaining professional working relationships with staff, members, vendors, and outside contacts.
6. Maintains accurate and up-to-date reports.
7. Ensures that work areas, including server rooms, are clean, secure, and well maintained.
8. Conducts staff training on new hardware/software applications. Supports digital adoption by creating user-friendly guidance and delivering training on technology tools, cybersecurity awareness, and best practices.
9. Aids and assists with documentation, knowledgebase, and procedures. Maintains accurate digital documentation and self-service knowledge resources to support consistent service delivery.
10. Provides emergency on-call support on a rotating schedule, or as needed.

Additional Functions:

1. Attend meetings, conferences, seminars, and training courses.
2. Assist as necessary with Credit Union exams/audits.
3. Abide by all Bank Secrecy Act responsibilities for this role.

Skills and Competencies:

1. Professional, well-developed interpersonal skills essential for serving and projecting a positive image as a representative of the Credit Union to employees, vendors, and members.
2. Highly organized, motivated, including setting and working to obtain professional and personal goals. Strong written and oral communication skills
3. Excellent analytical and decision-making skills, attention to detail, accuracy, and thoroughness.
4. Able to be flexible and adaptable to changing job requirements.
5. Able to work under pressure, to process multiple tasks concurrently with a high degree of accuracy, and able to interact and maintain a positive attitude under challenging circumstances.
6. Function as a team player with maturity, confidentiality, and adaptability, including willingness to adapt to changing job requirements.
7. Ability to present ideas in user-friendly language. Ability to translate technical concepts into clear guidance for users across digital platforms.
8. Ability to conduct research into a wide range of computing issues as required. Working knowledge of digital productivity tools, endpoint support practices, and cloud-based environments is preferred.

Job Specifications:

1. Requires completion of high school education. Requires completion of additional coursework (equivalent to two years of undergraduate study) in Computer Science, Information Technology or a related curriculum, or an equivalent combination of education and experience.
2. Certifications: CompTIA A+, Network+, MCP are preferred, but not required.
3. General troubleshooting skills. Knowledge and understanding of Windows, Microsoft O 365, Microsoft Teams. Familiarity with cloud-based productivity tools, account access support, and digital collaboration platforms.
4. Hands-on hardware troubleshooting experience.
5. Perform effectively in a complex changing environment with proven successes in collaboration, communication, & critical thinking.
6. Excellent verbal, presentation, written and interpersonal communication skills. Use influence and persuasion effectively. Ability to work collaboratively.
7. Knowledge of applicable data privacy as it relates to credit unions.
8. Understands and is familiar with the requirements and guidelines set forth in FFIEC and NIST framework. Demonstrates awareness of cybersecurity, access controls, and technology governance practices appropriate for a regulated financial environment.

Physical Requirements:

Never - Occasionally.25-2.5 hrs daily - Frequently2.5-5.5 hrs daily - Continuously5.5-8 hrs daily

Sit - Walk

Stand - Drive

Lift/Carry - Indicate Amount/Frequency Below - Reach Above

0-10 lbs - Bend/Stoop

10-20 lbs - Use Hands for - Indicate Amount/Frequency Below

20-50 lbs - Pushing/Pulling

50-100 lbs - Fine Manipulation

Over 100 lbs - Stress Level - Low:Moderate:High:Very High:

Working Conditions:

1. Works in a typical administrative setting with climate control and appropriate lighting.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Benefits:

At SouthPoint, we value our employees and strive to provide a comprehensive benefits package to support your well-being. Benefits include:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Health Savings Account / Flexible Spending Account
• 401k and 401k Matching
• Paid Time Off
• 13 Paid Holidays
• Student Loan Debt Assistance
• Pet Insurance
• Logo Wear Benefit
• Employee Assistance Program (EAP)