Information Systems (IS) Specialist I

Description

Job Title: Information Systems (IS) Specialist I

FLSA: Non-Exempt
Function: Information Systems
Reports To: Director of Information Systems

Purpose: Under the direction and supervision of the Director of Information Systems, install, upgrade, and maintain the credit union’s information systems. Assist the IS department with research, planning, and implementation of new technologies. Provide end user support to staff through the credit unions IS Help Desk. Support staff in such a way that allows them to provide members with an extraordinary experience in accordance with the credit union’s core values and service promise.

Responsibilities:

• Provide timely technical assistance and support for queries related to computer systems, software, hardware, peripherals, printers, and telephone equipment
• Escalate work requests to second-level support
• Work closely and facilitate good relationships with vendor technical support teams, using their required channels to optimize efficient support for the organization
• Communicate effectively with staff in person, over the phone, and by email
• Respond to requests and resolve technical issues within agreed SLA time frames
• Perform user and profile maintenance related to proper operation and control of the core processing system
• Monitor computer network for virus and malware activity and promptly respond to any incidents
• Use desktop management tools to automate software installations, patching, and other alterations to the desktop environment as necessary
• Create and standardize the standard computer images for new equipment
• Assist and/or lead credit union technology projects as assigned
• Train computer users
• Monitor for patterns or repeated problems in the technical environment and strive to resolve them permanently
• Monitor and document scheduled jobs, reports, and other required daily, weekly, or monthly recurring tasks for proper operation and resolve any discrepancies
• Perform periodic report processing
• Assist with maintaining records of the credit union’s software, hardware, and technology equipment inventories
• Document department policies and procedures as necessary
• Use technical skills, soft skills, and abilities to promote a secure, reliable, and accurate computing environment
• Travel to credit union offices to troubleshoot and resolve hardware and software issues
• Work with end-users to set appointments, keep a flexible schedule to keep member and staff inconvenience to a minimum
• Support the credit union’s focus on member service and sales
• Follow all credit union policies, procedures, and requirements, in addition to all applicable state and federal laws and regulations
• Create and promote a positive professional image of one’s self and the credit union
• Exemplify the credit union’s core purpose and core vales
• Perform all other duties as assigned

Requirements

 Education and Experience:

• A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program
• One to three years of information systems experience required
• Financial institution and/or credit union experience desired

Skills, Abilities, and other Requirements: 

• Core processing system experience a plus
• Ability to work in a Help Desk environment
• Necessary verbal and written communication and grammar skills
• Ability to be bonded required
• Ability to successfully organize, prioritize, and manage multiple responsibilities
• Ability to ensure timely completion of assigned tasks and/or projects
• Ability to keep up with a busy work flow
• Ability to research and comprehend industry trends
• Team player with a positive attitude and flexibility
• Professional demeanor and personal accountability
• Ability to sit/stand for long periods of time
• Lifting (up to 50lbs) and the ability to reach, climb, and/or stoop/bend required
• Occasional travel to offsite locations required
• Occasional on-call status and month, quarter, and year-end after hours work required