IT Service Technician/IT Service Specialist

IT Service Technician - Hourly Range: $25.43 - $31.78 IT Service Specialist - Hourly Range: $28.94 - $36.18 Exact compensation may vary based on skill, experience and location. Why SAFE? SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce! Professional Development Opportunities : Offering training programs, workshops, and mentorship. Recognition and Appreciation : Regularly acknowledging employee achievements and contributions. Flexible Work Arrangements : Providing options for remote work and flexible scheduling. Positive Company Culture : Fostering an inclusive, collaborative, and supportive work environment. Career Growth : Clear paths for career advancement and internal promotions. Work-Life Balance : Encouraging a healthy balance between professional and personal life. Employee Empowerment : Allowing employees to make decisions and have autonomy in their roles. Space of Belonging : ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging. Wellness Programs : Promoting physical and mental health through wellness initiatives and resources. Strong Leadership : Having leaders who inspire, support, and guide their teams effectively. Sense of Purpose : Creating a sense of mission and aligning company goals with employees' personal values. IT SERVICE TECHNICIAN: POSITION PURPOSE Provides technical support for all end user Tier 1 technology, including but not limited to software, workstations, laptops, tablets, mobile phones, desk phones, printers, and audio/visual equipment. Maintains ITSC phone, service/problem ticket, and email queues to ensure SLAs are met. Responsible for routing and escalating technical service/problem tickets to next-level technical support teams and/or management. Maintains enterprise communication regarding IT maintenance and outages. Monitors availability of applications and systems. Maintains core system operations job scheduler, including monitoring job execution, problem management, and escalation. ESSENTIAL FUNCTIONS AND BASIC DUTIES Provide technical support and customer service via ITSC phone, service/problem ticket, email, chat, screen-sharing, and in-person interaction. Troubleshoot and remediate end user Tier 1 technology issues, including but not limited to software, workstations, laptops, tablets, mobile phones, desk phones, printers, and audio/visual equipment. Analyze, prioritize, remediate, and/or escalate technical service/problem requests to ensure SLAs are met. Monitor availability of all network, application, system, and ATM nodes. Monitor and maintain core system operations job scheduler to ensure that all daily jobs execute accurately. Escalate identified application/system issues to appropriate business partners, IT teams/management, and/or vendor support through professional written and/or verbal communication. Maintain enterprise communication regarding IT maintenance and outages. Assist with operational planning and execution of special and scheduled monthly core system maintenance events. Assist with the onboarding and offboarding of employees and volunteers. Create, review, and update documentation and procedures for all team-related responsibilities. Complete other duties, as assigned. QUALIFICATIONS Education/Certification: One year of college or technical school; or one year of related experience and/or training. Certification: Two or more of the following certifications preferred: Help Desk Institute (HDI) Support Technician Information Technology Infrastructure Library (ITIL) Microsoft Windows 10 Administration Mac OS X Administration Apple iOS Administration CompTIA Network+ CompTIA Security+ Required Knowledge: General knowledge of core processing systems and associated business processes, networking concepts, and Windows domain administration. Experience with general PC and printer hardware and software troubleshooting. Experience Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Skills/Abilities: Excellent relationship management, time management, prioritization, customer service, planning, organizational, interpersonal, problem-solving, and written/verbal communication skills. Ability to manage multiple detailed tasks and assignments with frequently-changing priorities in a fast-paced work environment. Ability to execute work to goals and end dates, demonstrating a sense of urgency around problems. Ability to read, write, and interpret detailed technical operating procedures. Ability to demonstrate good judgment skills in escalating abnormal system issues to appropriate IT management. IT SERVICE SPECIALIST: POSITION PURPOSE Responsible for supporting and troubleshooting all end-user technology through first call resolution and diagnosing and escalating issues to appropriate IT resources when there is a problem, they are unable to support. Notify end-users of system status during an outage to avoid employee and member inconvenience. Responsible for core system computer operations including monitoring job scheduler, execution, initial triage, and escalation for all core batch processing. Responsible for monitoring and escalation of all network, systems, and application issues. ESSENTIAL FUNCTIONS AND BASIC DUTIES Provide customer service through the IT Service Desk contact queue, including open and address service requests through IT Service Desk software, phone and email for all SAFE Credit Union employees. Analyze service request to determine if first call resolution is possible or, if necessary, dispatch ticket to proper IT or Facilities resource for escalation. Provide diagnostic support to end-users through use of phone, chat and/or screen sharing to complete initial diagnosis and support of issue. Provide immediate escalation regarding any and all system issues to proper Information Technology Management. Contact hardware vendors to request service regarding defective IT related products. Assist with the on-boarding and off-boarding of new and terminated employees. Perform monitoring of all networking, systems and applications utilizing the SolarWinds suite of products. Monitor core system job scheduler to ensure that all daily work is completed efficiently and accurately. Assist with operational planning and execution of special and scheduled monthly system maintenance events. Monitor all ATMs and escalate issues to vendor for analysis and repair. Monitor all Credit Union ATM's and report abnormalities to ATM Specialists. Monitor FTP vendor file transmissions. Create, review, and update documentation and procedures for all team-related responsibilities. Complete other duties as assigned. QUALIFICATIONS Education/Certification: One-year certificate from college or technical school; or one year of related experience and/or training; or equivalent combination of education, experience and certifications is preferred but is not required. Required Knowledge: General PC troubleshooting skills. Basic knowledge of the core hardware, operating systems, and processes involved in a network such as that of SAFE. Basic understanding of data centers and high-level networking concepts. Experience Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Skills/Abilities: Ability to read and write detailed operating procedures. Demonstrate good judgment skills in escalating abnormal system issues to appropriate IT management. Ability to professionally and efficiently answer IT Service Center contact center extension. WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY LANGUAGE SKILLS Excellent communication skills (verbal, written, listening skills, and empathy). Expert ability to build relationships with other leaders, business partners, and stakeholders. MATHEMATICAL SKILLS AND REASONING ABILITY Ability to interpret a variety of instructions furnished in written, oral, or schedule form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The noise level in the work environment is usually moderate. INTENT AND FUNCTION OF JOB DESCRIPTIONS This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. #J-18808-Ljbffr

Created: 2025-02-14