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Location: Tempe, AZ
Responsible for delivering high value, technical support and solutions to credit union business units in accordance with service level agreements, quality expectations and design specifications. Develop an understanding of credit union business needs, current industry best practices and technology solution trends. Administer key technology systems such as Microsoft Active Directory and Exchange including necessary technology updates and business driven service requests. Troubleshoot and resolve technical problems identified by credit union staff. Execute project tasks at the direction of senior team members and management within established timeframes. Establish productive working relationships with credit union staff through exceptional customer service demonstrating TruWest's Mission, Vision and Values.
Bachelor's Degree in Information Technology or a related field of study with an emphasis in technology related disciplines, which may include specialized programs at a computer-training center (i.e. courses and/or certifications from Microsoft, Cisco or VMware).
A minimum of three years' experience managing and implementing technologies with experience troubleshooting environments across the technology stack. An equivalent combination of education and experience may be substituted in lieu of degree.
Knowledge and Skills
Requires the ability to independently analyze information, assess needed action and create appropriate procedures. This position requires an in-depth knowledge of the Windows operating systems (server and desktop), Exchange email server administration, Cisco IOS and common network communication methods and protocols. Further, the qualified candidate will have a working knowledge of computer software applications including: Microsoft Office, remote network management tools and anti-virus protection. This position also requires exceptional troubleshooting skills. This position requires strong written and verbal communication skills, strong organizational skills, the ability to prioritize workload, work independently as well as within a team environment, and the ability to maintain the integrity of confidential information.
Essential Duties and Responsibilities
1.Provide first and second level technical support to credit union staff for desktop, server, telephony and network technologies.
2.Communicate effectively with internal and external stakeholders to implement solutions consistent with business needs.
3.Complete operational service requests within established service levels.
4.Meet system and network availability service performance targets.
5.Schedule flexibility for support coverage, upgrades and project implementation.
6.Monitor and provide system statistics and project status as requested.
7.Provide after hours, on call support per established team schedule, approximately once every 8 to 12 weeks.
8.Travel to Austin, TX to support branch locations once or twice per year.
9.Follow credit union policies for compliance with all laws and regulations, specifically, but not limited to, the Bank Secrecy Act, Security Policies and Confidentiality Policies.
10.Perform other duties as assigned.