IT Support Specialist

Universal 1 Credit Union; Dayton (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Universal 1 Credit Union in Dayton, OH is seeking an IT Support Specialist to serve as the frontline Tier 1 support for day-to-day employee IT requests. You will provide responsive, courteous help, triage issues, and guide users through troubleshooting steps to restore productivity.

Reporting to the MIS Manager, you will collaborate with the Senior IT Support Specialist for escalation and guidance, while helping maintain device security and adherence to IT policies.

Qualifications

• The IT Support Specialist provides responsive, courteous Tier 1 support, handles routine technical tasks, and manages the flow of support tickets.
• The position reports to the MIS Manager and works closely with the Senior IT Support Specialist for technical guidance and escalation.
• The specialist is Primary for the Member & Employee Experience value stream and supports related operations and security purposes.

Responsibilities

• Provides responsive, courteous Tier 1 IT support and manages the flow of support tickets.
• Responds to day-to-day IT requests from employees and resolves issues quickly.
• Reports to the MIS Manager and collaborates with the Senior IT Support Specialist for escalation.

Job description

Universal 1 Credit Union (U1) is a not-for-profit financial institution that exists to create personal, community, and financial well-being. Our way of life is centered on being Trustworthy, Friendly, and Reliable.

U1 Purpose: Working together on your journey to financial empowerment.

U1 Mission: Where U Come 1st!

U1 Vision: Beyond What You Expect

This role is the frontline tier of the two-level Member & Employee Experience support structure, serving as the primary point of contact for day-to-day IT support requests from employees. The IT Support Specialist provides responsive, courteous Tier 1 support, handles routine technical tasks, and manages the flow of support tickets. This ensures technology issues are resolved quickly and professionally, maintaining productivity and satisfaction for employees. The position reports to the MIS Manager and works closely with the Senior IT Support Specialist for technical guidance and escalation.

The IT Support Specialist is Primary for the Member & Employee Experience value stream, as this role's frontline support is crucial to daily user satisfaction and productivity. By resolving issues and ensuring a smooth technology experience, the IT Support Specialist delivers the day-to-day execution of your commitment to outstanding service. The role has Secondary alignment with Secure & Reliable Operations, since responsive support and diligent device management help maintain operational stability and security on a daily basis. This specialist also supports Business Process Enablement & Automation by assisting users with new tools and processes and provides support to Technology Strategy & Innovation by sharing frontline user feedback that can inform strategic decisions. Finally, they support Regulatory Compliance & Risk Management through proper account maintenance, device security enforcement, and adherence to IT policies and procedures.