Job Description

Jeanne D'Arc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and career growth and advancement opportunities. We count on our valued workforce to be professional, provide exceptional member service, and help our members make smart financial choices.

Come join our team as a Senior Technical Support Specialist, where under the direction of the Technology Operations Operation, you will maintain the efficiency and functionality of computer systems. Supports users, internal departments, and branch locations by analyzing requirements and installing and configuring hardware and software. Serves as an escalation point for technical support team and as a liaison to the infrastructure and system applications team.

Essential Functions & Responsibilities:
-    Creates and tests application packages and deployments to maximize system functionality
     including patch coverage. Collaborates with cybersecurity to perform scans to accurately report
     on patch compliance to satisfy audit deliverables.
-    Act as a point of escalation for complex technical issues that cannot be resolved by Tier 1
     support teams.
-    Diagnose and troubleshoot complex technical issues related to hardware, software, and
     network systems.
-    Create and maintain technical documentation and knowledge base articles for internal and
     external use.
-    Train and mentor junior technical support specialist to develop their technical and customer
     service skills.
-    Participates in on-call rotation for after-hours support. May require extended work hours
     supporting key initiatives and responding to use issues.
-    Coordinates with third-party vendors for maintenance and escalation of systems issues.
-    Maintains IT asset tracking, both physical and software.
-    Performs other job-related duties as assigned.

Qualifications

KNOWLEDGE AND SKILLS
Experience:
One year to three years of similar or related experience.

Education:
Associate's Degree in Information Technology or related field required or an equivalent combination of education and experience.

Interpersonal Skills:
-    Work involves extensive personal contact with others and is of a personal or sensitive nature.
-    Motivating, influencing, and/or training others is key at this level.
-    Outside contacts become important and fostering sound relationships with other entities
     (companies and/or individuals) becomes necessary and often requires the ability to influence
    and/or sell ideas or services to others.

Other Skills:
-    Proficiency in the use and troubleshooting of Microsoft Windows and Office suite, Wi-Fi, Active
     Directory, VoIP, PowerShell, Group Policy, ticketing systems, and OS imaging automation.
-    Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work
     independently and as part of a collaborative team. Must be highly motivated, detail-oriented,
     organized, and skillful with time management.
-    Efficient with multitasking, problem-solving, and practical application.
-    This position requires standing, sitting, walking, reaching, driving, and lifting to 30 lbs.
     regularly.
-    Frequent local travel between Credit Union branch locations is required.