Universal IT Support Specialist

NorthCountry Federal Credit Union seeks motivated employees interested in long-term professional development and advancement. We are repeat winners of Vermont Business Magazine’s “Best Places to Work” award, and we support our employees with paid training as well as competitive compensation and a generous benefit plan.
NorthCountry believes everyone has the right to be their true selves at work, at home, and in the community.  Our goal is to ensure an inclusive environment with access to financial services where our employees and community members feel respected, valued, safe, and secure.

Role:

Support the credit union's vision of being the community's most loved financial institution, and its mission to make people's financial dreams come true. Contribute to a world class experience for all members and staff, by building rapport, determining needs, and offering creative solutions to best serve their needs. Demonstrate professionalism and integrity and represent the credit union's core values in all interactions.

Provide end user support, training, and problem resolution for all credit union staff. Perform periodic data processing, core system upgrades, and produce reports as needed. Set up and maintain credit union employee profiles and security access in core system and various other databases as needed. Collaborate with the Training Specialist in the development of technology related training materials and programs and delivery of same to credit union staff.

Essential Functions & Responsibilities:

1. Act as first point of contact by triaging internal end user requests for support. Provide aid, training, and problem resolution for all credit union staff. Manage and organize issues according to priority. Log issues into helpdesk ticketing software. Escalate issues to appropriate IT staff or third-party vendor if unable to solve on own.

2. Complete and supervise all periodic data processing and reporting accurately and on time. Produce notice and statement files for distribution to members. Ensure all system processes and job aids are properly documented and updated as needed. Schedule and perform periodic core system patches and upgrades when released by the vendor.

3. Provide general support (initial setup/configuration, relocation, etc.) and problem resolution for other technology or data processing issues as needed. Assist with software/hardware/network updates, conversions, and upgrades as well as any failures or technical problems that occur.

4. Set up and maintain credit union employee profiles and security access in core system and various other databases as needed (including Active Directory, staff directory, etc.).

5. Collaborate with the Training Specialist in the development of technology related job aids, training materials, and programs. Assist in training new and current employees in trending issues to help decrease support calls.

6. Develop and maintain effective and productive working relationships with fellow IT staff, end users, senior management, and vendors.

7. Develop an understanding and working knowledge of the credit union history, philosophy, organization, bylaws, policies, procedures, and appropriate software systems. Perform all other job-related duties as assigned.

Performance Measurements:

1.

Problem Solving-The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.

2.

Teamwork and Cooperation-The degree to which individuals promote a collaborative, cooperative, and productive working environment. The level of demonstrated sensitivity, team building, support, and respect. The degree of synergy promoted.

3.

Attention to Detail-The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules.

4.

Job Knowledge-The depth and breadth of know-how to perform essential duties and functions of the job. The level of compliance with degree, certification, and training requirements. Understanding of how individual job performance furthers organizational objectives. Willingness to update and expand skills, knowledge, and training.

5.

Dependability-The degree of follow-through on assignments. The degree to which the employee can be counted on to complete assignments in a timely and competent manner. The degree to which the employee is self-directed, takes initiative, and is proactive.

6.

Professionalism - The degree to which the employee demonstrates and conveys a favorable image when representing the company. The level of honesty, integrity, and confidentiality along with proper standards of professional dress.

Knowledge and Skills:

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

Education: (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program or (4) Completion of a specialized certificate program such as Comp TIA A+ or CompTIA Network+ 

Interpersonal Skills:  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. 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:  Effective personal organization and time management skills.
Ability to work independently and efficiently.
Effective communication skills including oral and written expression and comprehension.
Problem solving skills utilizing deductive and inductive reasoning.
Basic knowledge of PCs, Microsoft Windows Microsoft Office Suite, Apple macOS, and various internet browsers ie: Mozilla Firefox and Microsoft Edge.
Familiarity with general office equipment. 

Physical Requirements