IT Support Specialist II (Finance)

Our Information Technology team is Hiring!

Work onsite at our Latham, NY office, 1187 Troy Schenectady Road. Must be able to travel to all financial centers and vendor locations when necessary.

Staff are scheduled between the hours of 7:30 am through 5:00 pm. Will include on call after hours support requiring logging in from home. Mostly sedentary work, with some bending and lifting of computer equipment up to 30 pounds.

Starting pay: $33-35/hr based on experience

As an IT Support Specialist, you'll be responsible for managing the IT endpoint environment and providing technical support to end users. This role serves as both the initial and advanced point of contact within the Service Desk team for IT issues, ensuring efficient and effective resolution.

End User and Hardware/Software Support

• Provides technical support for day-to-day IT issues. Support may include answering questions, troubleshooting IT support requests, or instructing Sunmark Staff related to software and/or hardware concerns as well as traveling to financial center sites.
• Responsible for answering ServiceDesk phones, documenting required customer information, and troubleshooting information in our internal ticketing system - JIRA. Updates tickets with the appropriate details related to troubleshooting and enters resolution details upon completion of the ticket. Keeps supervisors updated of ticket progress.
• Actively monitors applications and processes related to Sunmark's Core systems and Branch Automation technology utilizing daily checklists, and written procedures to ensure successful daily operations. Serves as Level 2 escalation for Level 1 Support Staff. Notifies the appropriate department of any trending issues or items that require escalation.
• Responsible for imaging and deploying desktop and laptop computer systems. Also responsible for installing software, validating installation of Windows updates, including security patches, and supporting end user issues post software installation.
• Tests new upgrades as assigned and supports the live upgrades to various computer systems according to procedures; recommends new procedures/software/hardware to enhance the IT department's operational efficiency.
• Supports all employees to resolve system generated error messages from the network and/or enterprise applications, providing excellent customer service in each interaction.

Documentation

• Assists in documentation of all IT practices and assigned projects. Works with the IT team and management to produce end user documentation, service catalog definitions, service level agreements and other related items.
• Write and edit content stored in the Confluence Knowledgebase, or JIRA ticketing system, working closely with others on the team to verify accuracy and understanding.

Project Management

• May work independently or as part of a project team as assigned.
• Works on long-term projects as assigned. Keeps supervisors and others informed of progress to meet completion dates.

Communication

• Participates in new employee onboarding and provides a basic orientation of Sunmark IT procedures & services.
• Streamlines onboarding documentation to best suit and adapt to changing processes and Credit Union procedures as needed.
• Acts as a mentor to junior staff to help establish good technical skills and promote team building.
• Translate complex technical information into clear and concise documentation tailored to the intended audience.

Candidates should have a college degree plus a minimum of 3 years Helpdesk/Servicedesk experience, with at least 1 year with data processing systems and associated software. In lieu of a degree, a minimum of 5 years in a related role will be considered. Strong knowledge of Endpoint Hardware and Software, Desktop Imaging, Computer Peripherals, ServiceDesk Support, and Windows OS is required.