Digital Support Specialist

Job Description

Job Description

Digital Support Specialist — Information Technology Department; Home Office Branch

Banking • Full-Time • Information Technology

Scott Credit Union is hiring a Digital Support Specialist in Edwardsville, IL to help enhance our digital systems and ensure a seamless technology experience for our employees and members. If you’re passionate about innovative technology solutions, skilled at troubleshooting and improving IT infrastructure, and thrive in a collaborative, service-driven environment – we’d be excited to welcome you to our award-winning team. 

Schedule:  Full-time | Monday–Friday

Work Location Status:  Fully on-site for the first 30-90 days at the Edwardsville, IL Headquarters. After successful completion of probationary period, position may be eligible for hybrid or remote work. 

*Employees in hybrid or remote roles may be required to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.

About the Role

The Digital Support Specialist will be responsible for troubleshooting and resolving digital issues, assisting users with technical questions, and ensuring the optimal performance of our digital banking platform. This role requires a blend of technical expertise, customer service skills, and problem-solving abilities to support both members and internal stakeholders effectively.

Why Join Scott Credit Union?

Scott Credit Union has been designated a Top Workplace   by the St. Louis Post-Dispatch and USA Today for our people-first culture and strong employee engagement. We invest in our diverse team with competitive benefits, meaningful work, and clear paths for growth.

Benefits include:

• 11 paid holidays and competitive PTO
• 401(k) with employer match
• Medical, dental, vision, and life insurance
• Short-Term Disability, including maternity leave
• Tuition reimbursement program
• “Dress for your day” policy
• Career advancement opportunities
• Supportive, team-oriented culture

What You’ll Do

• Provide timely and effective technical support to users experiencing issues with digital platforms, applications, and tools.
• Diagnose and resolve issues related to software, hardware, and digital systems. Escalate complex problems to higher-level technical teams as needed.
• Assist users with onboarding, training, and navigating digital tools and platforms. Create and maintain user guides and FAQs.
• Monitor the performance of digital systems, identify potential issues, and perform regular maintenance tasks to ensure system stability and reliability.
• Document support cases, resolutions, and knowledge base articles to improve future support efforts and facilitate knowledge sharing.
• Work closely with all departments to address and resolve technical issues and to enhance digital tools and systems.
• Gather and analyze user feedback to identify areas for improvement in digital tools and services, and propose enhancements as needed.
• Conduct training sessions and create educational materials to empower users to make the most of digital resources. Conduct regular user testing and analysis to gather feedback and make data-driven decisions to improve the product.
• Collaborate with internal stakeholders to ensure seamless integration of digital products and services with other credit union offerings.

What You Bring

• High School diploma or equivalent AND Minimum two years’ experience in a customer/member facing retail financial institution role with advanced use of the core system, experience in researching and resolving digital banking platform issues, and consultation with internal departments.
• OR Minimum two years’ experience in an information technology or digital support role at a financial institution.
• OR Minimum four years’ experience in an information technology or digital support role.

Is This You?

• You’re energized by creating meaningful connections and delivering strategic solutions
• You stay focused under pressure and prioritize precision in your work
• You take initiative, own your projects, and consistently aim for high-quality results
• You’re looking to build a long-term career where your skills can grow and evolve

Our Commitment

At Scott Credit Union, our purpose is to support members through every phase of their financial journey. We believe in accountability, integrity, diversity, service excellence, and continuous growth—for both our members and our employees.

Apply today  to join a trusted organization that values your contribution and invests in your future. If selected, next steps may include a phone or in-person interview.

Relevant titles: 

digital banking, digital products, financial institution, information technology, leadership,