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Under general supervision, but following established policies and procedures, provides end-user technical software and hardware support. Provide front-line IT support via e-mail, phone, and face-to-face contacts. Troubleshoots and resolves system problems and assists with project management research, implementation, and system administrative duties. Responds to technical questions and/or provides information upon request from end users. Handle escalated IT support services request to staff and clients. Additionally, coordinates support for other branch technology hardware including cash dispensers/recyclers, and check image processing systems.
Respond to, diagnose, and resolve end-user support requests originating from calls, emails, and trouble tickets while meeting defined SLAs. Follow-up to ensure completion & customer satisfaction.
Maintain security and proper operations of company assets through testing, review, and installation of system updates such as patches, services packs, and firmware updates on a continual basis. Adhere to IT policy standards for use, operations, and security of network, personal computers, and data including coordination of network schedule, backups, and downtime with users.
Configure, test, and deploy business applications, tools, infrastructure, and office equipment following established procedures and practices. Assists the company and staff personnel with software and hardware deployments related to email, core processing systems, LAN/WAN, and other automated systems.
Maintain the inventory of computers, software and other Information Technology equipment.
Contribute and update knowledge base documentation for department.
Monitor and work department ticket on ticketing system.
Requirements
Experience
A minimum of three years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Experience and understanding of IT technologies and concepts including operating systems, data storage I backup, server virtualization, LAN/WAN network hardware and connectivity, email, SQL, telephony (Cisco VoIP, analog), web services, cloud technologies, security, and performance optimization. Ability to support & troubleshoot Microsoft Windows Desktop Operating Systems such as Windows 10. Ability to support & troubleshoot Microsoft Office Systems such as Office 365 Ability to support & troubleshoot various IT hardware (desktops, laptops, printers, etc.) Must be able to effectively problem solve with first-touch resolution Must be able to follow written and verbal instructions Proficient time management and organizational skills Ability to prioritize and manage working in multiple projects, activities, or tasks at one time Maintain knowledge of managed systems through self-study and other approved training opportunities.
ADA Requirements/Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Benefits
Smart Financial Credit Union offers a competitive salary, excellent top-tier benefits. In addition, Smart Financial Credit Union has a tuition reimbursement program. Full-time employees can receive up to $4,000 per year in tuition reimbursement.
Smart Financial Credit Union was ranked as Houston's Best Places to Work! Five consecutive years in a row!
Source: Houston Business Journal, 2011, 2012, 2013, 2014, and 2015.
Smart Financial Credit Union was ranked Top Workplaces!
Source: Houston Chronicle - 2016, 2019
Smart Financial Credit Union was also ranked as Best Companies to Work for in Texas! Four consecutive years in a row!
Source: Texas Association of Business (TAB) and Texas Monthly Magazine 2014, 2015, 2016, and 2017
*** Applicants must submit a resume in order to be considered for the position.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status
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Smart Financial
