• Job Description

  Req#: INFOR002231

  Position Summary

  Responsible for providing tier-1 technical assistance and support for TTCU computer systems, hardware, and software. Interacts with internal customers to provide positive issue resolution and escalates unresolved issues in a timely manner. Monitors and executes system reports for morning or evening shift. Supports future planning needs of business continuity planning, system upgrades, and documentation. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

  Supervises: None

  Essential Job Functions and Responsibilities

  35% - Respond promptly to user and member requests for assistance in efforts to get information systems to operate in a manner that supports the achievement of TTCU business goals. Follow documented instructions for the monitoring and completion of daily morning or evening operations, including comparison of totals, and other audit and security parameters to ensure proper member statement and report processing. Report information systems problems to IT management including: hardware and software issues, system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.

  30% - Perform daily backup maintenance, file retrievals, and transmissions from or to third party providers. Unlock and reset user access control privileges including, user administration, and e-mail mailbox\public folder management, in response to management instructions. Work with the Information Technology management to ensure that all information security and business continuity requirements are met.

  25% - Assist with the movement of new software into the production environment to ensure that only authorized software is used to process production information. Conduct equipment hardware maintenance including initialization, and disposition of obsolete items, so that systems remain stable and working effectively and efficiently. Follow troubleshooting steps to isolate, diagnose, and resolve problems dealing with systems hardware. Provide server and networking support as requested by management.

  10% - Log and track support cases for third party systems and project implementation; utilize troubleshooting skills to resolve issues.

  Minimum Qualifications Educational Requirements

  Associates degree in Computer Sciences, Information Systems or other related discipline required.

  Certificates/Licenses

  Must have and maintain a valid driver's license

  Experience/Years of Experience/Level of Experience

  Experience in helpdesk user support and hardware/software break fix: 2 Years, Basic.

  Position Competencies

  17% - Collaborates: Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

  17% -Decision Making: Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment; most solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

  17% - Effective Communication: Utilizes a variety of communication modalities effectively and appropriately across multiple channels.

  17% - Functional Expertise: Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

  16% - Manage Complexity: Gathers and analyzes diverse sources of data; separates what is relevant from what is not; determines root causes; defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

  16% - Member Focus: Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.

  Additional Requirements

  Job Knowledge

  Basic computer skills in MS Office products (Office, Exchange, Active Directory, etc.) and remote desktop support Ability to independently manage the details of multiple programs and projects, to track activities and meet deadlines

  Interpersonal Skills

  Intermediate written and verbal communication skills required to facilitate sharing of information with members, staff and external contacts.

  Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

  Working Conditions

  Routinely perform work indoors in climate controlled shared workspace with moderate noise

  Must be able to perform job functions either independently or under supervision and work effectively on own. Must be able to plan their own work activities as well as take direction. Must be able to read and carry out various complicated written and 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 both internal and external confidential matters.

  Physical Demands

  Capable of regular, reliable and timely attendance, regularly.

  Perform primarily sedentary work with limited physical exertion and lifting of up to 30 lbs., regularly.

  Must be able to operate office equipment including telephone, copier, facsimile, and calculator, regularly.

  Must be able to routinely perform work on computer for an average of 6-8 hours per day, regularly.

  Capable of working on call rotation schedule including nights and weekends, frequently.

  Must be able to work extended hours whenever required or requested by management, occasionally.

  Must be capable of climbing / descending stairs in emergency situation, occasionally.

  Travel by automobile, occasionally.

  Employee Statement of Understanding

  I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.

  I am able to perform all of the essential functions of this position.

  I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

  As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.

• About the company

  TTCU is a Tulsa credit union providing banking & loans locally. Also find us in Broken Arrow, Miami and other Oklahoma locations.

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