IT Support Specialist

Employment Type: Full-Time, Hybrid #LI-HYBRID

 This IT Support Specialist position starts at $20.96 per hour with an annual award opportunity based off individual and credit union performance. We also offer the following benefits for all employees: 401k, Paid Holidays, Paid Time Off, Paid Volunteer Hours, and an Advia Sponsored Wellness Program. 

What you should know about the role

Extends entry level IT support services to internal members and vendors. Troubleshoots and resolves basic system problems and user issues to keep the network computing systems operating efficiently. Assures that computing standards are implemented and enforced while elevating advanced tickets to the Senior IT Support Specialist or other IT departmental groups as needed. This position aids in efforts to meet the strategic goals of the credit union, including providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

What you should know about Advia

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based, and fun infused. We certainly live by the saying "work hard, play hard." As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Answers basic internal inquiries through IT Help Desk phone calls, ticket assignment, queue management, and task execution while providing exceptional service, time management and demonstrating a sense of priorities.
• Install, configure, maintain, and troubleshoot PCs, peripherals, and all other computer related devices, and equipment.
• Ensure workstation functionality pertaining to proper peripheral, equipment and coordinating hardware\software integration for the end user following IT Support procedures. Identifying when placing and replacing workstations is needed.
• Record and inventory all assets through asset management procedures.
• Create and maintain all Employee Changes requests including but not limited to New Hire, Name Change, Status Change and Exited user accounts on the Advia domain. Verify user accounts are accurate and established within the correct user/distribution groups.
• Create and maintain updated documented resolutions and operating procedures for various tasks within the environment.
• Coordinates with fellow IT Support team to ensure helpdesk ticket and phone queue is maintained and covered through assigned shifts as well as work with various users in the organization to provide optimum internal customer service.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

Other Skills

Proficient in Microsoft Office products.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.