Job Details
Must Haves:
-Minimum of four (4) years of Network Services or comparable combined experience in front-line operations and Information Technology
- Minimum of four (4) years of experience and/or training in IT-related projects
- Experience with cloud services like SharePoint, MS Teams, One Drive etc.
- Working knowledge of Microsoft Windows, Apple macOS, Microsoft O365, Active Directory, and ITIL
- Knowledge of Incident Management and Change Management software and processes
- Intermediate knowledge of LAN/WAN network system environment
- Basic knowledge of financial products and services. Thorough understanding of mainstream computing operating systems, software, and related components/tools
Plusses:
- An ITIL Foundations Certification
- Able to read, understand and interpret complex technical documents and periodicals
- Understanding of financial products and services
Day to Day:
- Independently performs tasks necessary for the ongoing support of the credit union's internal/external users.
- Provides direction and guidance to Service Desk Specialist I in performing their daily tasks.
- Provides enthusiastic, professional, and courteous service to SSFCU members, non-members, and employees.
- Reviews the Service Desk ticket queue to ensure timely resolution of system questions/failures.
- Responds to escalated problems. Identifies and analyzes issues to provide effective solutions.
- Coordinates with Enterprise Technologies and Operational - Training to improve processes, procedures, and/or systems.
- Documents new or updated triage information, processes, and procedures in the internal Knowledge Base.
- Ability to utilize and understand various monitoring tools.
- Proactively assists to identify and rectify problems to increase the efficiency of the communications network
- Ability to collaborate with all IT support teams.
- On-call availability to respond to network alerts, production outages, and VIP requests.
- Responsible for initial triage of production issues, contact of necessary parties, opening and monitoring of the Conference Bridge, and final communication summary