IT Support Specialist

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

Entry Salary Range: $20.48-$24.57 per hour with an annual award opportunity based on individual and credit union performance.

What you should know about the role

This position provides entry-level technical support services to internal team members and IT groups. This role is responsible for troubleshooting and resolving basic hardware, software, and system issues to ensure network and computing systems operate efficiently and effectively. IT also ensures established technology standards are implemented and followed, while escalating more complex issues to the Senior IT Support Specialist or other IT teams as appropriate. In addition to technical responsibilities, this position supports the credit union's strategic goals by delivering exceptional service to both internal and external members. Success in this role requires consistently demonstrating the credit union's core values: 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

• Respond to basic internal IT support requests received through Help Desk phone calls, ticketassignments, queue management, and task execution while delivering exceptional customerservice and demonstrating effective time management and prioritization skills.
• Install, configure, maintain, and troubleshoot personal computers, peripherals, software applications, and other technology-related devices and equipment.
• Ensure workstation functionality by verifying proper operation of hardware, peripherals, and software, while coordinating hardware and software integration for end users in accordance with established IT Support procedures.
• Assess workstation performance and life-cycle needs, identifying when equipment replacement or upgrades are necessary.
• Maintain accurate inventory records for all technology assets by following established asset management procedures.
• Create, modify, and maintain employee account changes within the Advia domain and verify that user accounts are accurately configured and assigned to the appropriate security groups, distribution groups, and system access levels.
• Develop, update, and maintain technical documentation, knowledge base articles, standard operating procedures, and documented solutions for recurring issues and processes.
• Coordinate with fellow IT Support team members to ensure Help Desk phone and ticket queues are appropriately monitored and covered during assigned shifts and coverage expectations.
• Collaborate with employees throughout the organization to provide optimal internal customer service and timely resolution of technology-related issues.
• Escalate advanced, complex, or unresolved issues to the Senior IT Support Specialist or other appropriate IT teams in accordance with established escalation procedures.
• Support the implementation, maintenance, and enforcement of IT standards, policies, procedures, and best practices.
• 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.