Technology Support Specialist

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Technology Support Specialist

ACCOUNTABILITY STATEMENT
The incumbent will be a senior technical resource for the Client Technology Services team supporting a multi-location environment. Through the application of strong, technical knowledge and deep experience related to end-user technical support, this position will assure the quality, productivity, and service level commitments the IT has made to our end users. This position provides technical direction and work guidance to Technology Support Specialists employees through knowledge sharing, and technical mentoring. Evaluates and prioritizes assigned incident and problem tickets, and researches, identifies, resolves or escalates IT related problems within Service Level Agreement timeframes. The incumbent assists manager with ensuring that support efforts and tactical projects are properly coordinated, monitored and tracked with a high degree of quality. Finally, this position will be responsible for working directly with VyStar Senior Management Team and the Board Members to provide excellent hands-on technical support and guidance.

This position relies on extensive experience and judgment to plan and accomplish a wide variety of goals and tasks. A wide degree of creativity and latitude is expected. Travel to branch locations and on-site support at any VyStar location is required. Occasional after hours and weekend work may be required to support project work or break/fix issues.

ESSENTIAL FUNCTIONS
• Technical lead within the Client Technology & Service Desk team. Assists in supervision of resources to include setting common service delivery, communication and escalation as needed to support daily end user support. Ensure that effective communication and problem management occurs at and between all support tiers. Mentors Service Desk Technicians and Technology Support Specialists in problem solving and the nuances of the VyStar technical enterprise as needed.
• Provides technical support to all VyStar locations for the resolution of problems associated with client technology equipment, software and services.
• Leads tactical projects and creates and maintains project plans.
• Analyzes problems and recommends hardware and software solutions as needed to address an issue or to support projects and VyStar initiatives. Seeks appropriate authority and approval for purchases.
• Responsible for responding to and resolving trouble tickets, to include contacting the end user, ensuring resolution to meet the priority/due date, and documenting the resolution in the ticket for knowledge base access.
• Performs setup, configuration, installation, and maintenance/repair of desktop computers, notebook computers, tablets/mobile devices, mobile phones, desktop phones, printers, scanners and other related peripheral devices and software.
• Distributes, configures and maintains company-issued mobile devices (smartphones, tablets, etc).
• Provides in-field support to telecommunications team installing, replacing and maintaining desktop phone hardware and associated peripherals.
• Provides research and input for proposed product or service enhancements as well as recommendations for technical improvements to existing systems within the desktop environment.
• Adheres to asset tracking and reporting processes for hardware and software. Participates in annual asset inventories and reporting exercises.
• Serves as escalated level support for on-site desktop related issues in keeping with the organization's incident and problem management escalation procedures and service level agreements (SLAs).
• Troubleshoots client technology-related issues in coordination with other teams within IT and other departmental resources.
• Executes asset tracking processes and maintains accurate inventories of employee-issued technology. Maintains organized storeroom facilities, work spaces and spare parts inventory
• Support Desktop Engineering resources with the testing and deployment of desktop PC's and laptop software packages to ensure quality standards are met. Test software package creation and deployment process and verify the end-user experience where applicable.
• May be required to augment the IT phone support team as an additional resource in times of high call volume.
• Incumbent will be required to meet or exceed defined job performance metrics related to incident resolution, call throughput and quality to be eligible for advancement.
• Works directly with the members of VyStar Senior Management and the Board of Directors for technical support issues and hardware replacements which may require travel to personal residences for white-glove support services.
• Position may require work outside of normal business hours and weekends to facilitate upgrades or project execution with minimal business interruption.
• Performs other duties as assigned.

VYSTAR EXCELLENCE

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:
• Focus Focus your full attention by carefully listening to and observing client or member.
• Connect Consistently be friendly and approachable. Demonstrate your care.
• Understand Listen empathetically and ask questions (70%/30% rule).
• Counsel Recommend solutions based on your member's needs and objectives.
• Advance Ensure that member's expectations were exceeded.

Verify necessary follow-up actions.

JOB QUALIFICATIONS

Experience
• 5+ years of documented information technology experience with recent experience functioning as a senior or lead desk-side support technician at organizations with multiple locations and hundreds of client computing endpoints.
• Candidate must have recent and proven technical skills in the area of end-user technology support to include installing, maintaining, troubleshooting and repairing desktop PC's and peripherals. Candidate must possess in-depth knowledge of Microsoft operating systems including Windows 7 and Office applications.

Skills
• The successful candidate will be able to easily explain technology concepts to non-technical personnel and manage customer expectations with respect to problem resolution times and escalations.
• Strong problem solving, troubleshooting and analysis skills are required.
• The candidate must have good written and oral communication skills as well as personal interaction skills.
• High personal standards for quality in both services and products are a necessity to ensure that expected service levels are met.
• The incumbent must possess exemplary troubleshooting skills in order to manage the wide variety of technical support issues that arise and support the tactical and strategic projects that are wholly or in part the responsibility of the Client Technology Services Team.
• The candidate must be disciplined in the adherence to processes and procedure documentation to ensure a sustainable and consistent approach to quality technology services.
• Experience managing day-to-day, end-user support demands for break/fix, upgrades and enhancements to client devices.
• The incumbent must possess exemplary time management skills in order to manage tactical projects.
• Must be passionate about the creation and maintenance of process and procedure documentation to ensure a sustainable and consistent approach to team responsibilities.
• Must have a passion for technology, understand IT's role as a business enabler and possess the drive to deliver excellent customer service.
• The chosen candidate will have a clean driving record and a valid driver's license.

Technical Skills
• Candidate must have some experience working with server equipment and performing basic commands and troubleshooting on network routers and switches along with working with networking protocols such as TCP/IP, DHCP and DNS.
• Position requires sufficient hands-on PC Desktop, notebook and peripheral technology repair experience to install or replace components as needed.
• Experience configuring and supporting tablets/mobile devices is required. Must demonstrate ability to isolate and resolve hardware and software problems.
• Candidate will have experience in the implementation, configuration and day-to-day operation of software packaging and distribution systems, preferably Microsoft System Center Configuration Manager (SCCM).
• Experience installing or replacing network cards, install memory modules, and PC hard drives as required.
• Experienced in the implementation of standardized operating system images and best practices in this discipline.
• Required technical certifications are required or must be obtained within 180 days of employment with VyStar:
• CompTIA A+ certification
• CompTIA Net+ certification
• The Microsoft Certified Solution Associate (MCSA: Windows 7 or MCSA: Windows 8)

Education
• Bachelor's degree and/or equivalent work experience is required
• Incumbent will be expected to continue their education and training through self-study. The completion of various courses and certifications as well as the achievement of work performance and productivity goals is required to maintain the position as well as become eligible for further advancement.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.