PRIMARY PURPOSE: Help IT maintain its key role of being a valued and trusted technology partner to the business by providing outstanding customer service to the business via the Help Desk.

ESSENTIAL FUNCTIONS include the following. Other duties may be assigned.

• Serves as a primary point of contact for all requests involving Information Systems support.
• Provides first level support for our customers in all areas of Information Systems.
• Understands the business needs of our customers and takes ownership of assigned tasks.
• Performs daily tasks with an eye on security and protecting member data.
• Makes suggestions to management for process improvements that will help drive efficiencies.
• Maintains support call database for Information Systems.
• Assists with the management of employee security for varies applications used by the business units.
• Creates and maintains Help Desk technical documentation.
• Tracks and documents employee movement within the credit union.
• Understands the relationship between all applications managed by Information Systems.
• Works with internal IS employees and/or vendors to resolve issues.
• Escalates issues to the appropriate staff member if unable to resolve the issue in a timely manner.
• Maintains and builds a positive working relationship with our customers by providing technical support in a timely and professional manner.
• Has a good overall knowledge of credit union products and services.

EDUCATION and EXPERIENCE:

• College course work or other specialized information system training preferred.
• Two to three years enterprise level application support preferred.
• Very strong customer focus and relationship skills.
• Ability and aptitude to learn new technology quickly
• Ability to work flexible schedule.
• Knowledge of financial services.
• Ability to work with all levels of employees.
• Organization and prioritization skills.
• Ability to work alone or with little supervision.
• Willingness to pursue further education in meeting business needs with IS.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)