Support the effective operation of the IT systems and devices, providing daily Tier 1 support: diagnose, identify, and resolves problems; consult with outsourced technology providers and escalate high level technical issues. Assist with technology and operational projects. Provide end user training as requested. Backup the monitoring of the security systems and alerts. Help provide information for regulatory examinations, audits, vendor due diligence and risk management processes. All responsibilities are to be performed in compliance with standard operating procedures, policies, applicable state and Federal regulations and applicable state and federal law, as well as according to Core Values and Performance Standards.
Essential Responsibilities
Implement industry best practices and policies based on expert knowledge and organizational needs.
Identify, research, and seek resolve a variety of complex end user technical problems; provide user training as needed or requested.
Deliver high-quality customer service by addressing inquiries, concerns, and complaints in a professional and courteous manner.
Develop documentation/instructions for standard operating procedures.
Collaborate with users and IT staff to determine and develop specific information systems requirements and processes.
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, patches, and repairs.
Perform installation, setup, configuration, and troubleshooting for PCs, mobile devices, and various peripherals.
Assist in the implementation of systems which may include applications, databases, networks, and related systems.
Assist in developing long-term strategies and capacity planning to meet future needs.
Implement and support Microsoft related technologies: Windows Server & Desktop, SQL, Office 365, Intune, Duo, etc.
Interact with vendors to support customer's specific line of practice management applications, copiers/printers, internet service providers, etc.
Remote access solution implementation and support: VPN, Remote Desktop, and other remote access packages.
Review remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Backup the monitoring of the security systems and alerts.
Help provide information for regulatory examinations, audits, vendor due diligence and risk management processes.
Learn continuously by attending industry seminars, webinars and other training programs. Ensure licenses are properly maintained.
Timely completion of own performance evaluation.
Other duties related to TCU's operations or mission as assigned.
Required Experience & Skills
At least 2 years' experience as an IT Help Desk Specialist or a similar role.
Strong knowledge of computer hardware, operating systems, and software applications.
Proficient in troubleshooting hardware and software issues on desktops, laptops, printers, and peripherals.
Basic understanding of networking principles and protocols.
Familiarity with remote support tools and techniques.
Excellent communication and interpersonal skills, with the ability to provide technical assistance in a clear and concise manner.
Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
Ability to work timely and independently and prioritize multiple and possibly conflicting tasks.
Customer service-oriented mindset with a focus on providing a positive user experience.
Detail-orientation with strong documentation and record-keeping abilities.
Ability to manage and resolve conflicts or difficult situations with end-users.
Knowledge of mobile devices, such as smartphones and tablets preferred.
Ability to adapt to changing technologies and learn new software applications quickly.
Ability to work flexible and weekend hours as needed.
Previous experience in a financial institution preferred.
Required Education, Training, Certifications or Licensing
High School diploma, GED, or foreign country equivalent.
Post-secondary coursework in Computer Information Systems, management information systems, information technology or a related field preferred.