Systems Support Specialist

Socket.dev; Hawaii; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance (employee + family)

Dental Insurance

401(k) plan with employer match

Paid time off 35+ days per year

Flexible Spending Accounts

Job summary

Socket.dev is seeking a Systems Support Specialist to provide endpoint support, troubleshoot hardware/software, and maintain IT systems. The role includes monitoring security, documenting procedures, and supporting disaster recovery plans.

The position emphasizes strong communication, problem-solving, and the ability to work independently in a dynamic environment with potential cross-location support.

Qualifications

• Two years’ experience providing first-level desktop diagnostic and troubleshooting support.
• Four years information systems experience.
• Proficient in MS Office Suite.
• Financial institution systems knowledge is a plus.

Responsibilities

• Provide technical support (80%) by responding to requests, updating case notes and ensuring timely completion of work orders.
• Troubleshoot hardware, software, peripherals and networks; install and maintain hardware/software and network equipment.
• Monitor and manage credit union information technology systems and ensure security procedures are followed.
• Support core systems configurations and applications; maintain regulatory compliance.

Skills

MS Office Suite

Verbal & written communications

Prioritization & deadlines

Independent decision making

Education

Associate degree in Information Technology

Tools

Core system software

Email system

Telephone system

Security systems

Facilities management

Records management

Job description

DO YOU WANT TO MAKE A DIFFERENCE?

Join a spirited, dynamic team with Hawai`i’s leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

Position Title: Systems Support Specialist

Department: Information Technology

FLSA Classification: Exempt

Reports to: Information Technology Manager

Employee Benefits

• Medical Insurance which Includes Drug and Vision; Company pays 100% of Employee's Self-Coverage; PLUS, a Company Paid Subsidy Towards Family-Coverage
• Dental Insurance; Company Pays 100% of Employee's Self-Coverage and Employee Pays for Low Cost Family-Coverage
• Medical and Dental Plan Premium Waiver Option
• 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
• Eligible to Earn Thirty-Five (35+) Paid Days Off a Year
• Vacation Cash-Out Program
• Flexible Spending Accounts: Healthcare and Dependent Care (Pre-Tax Benefit)
• Company Pays for Employee Group Basic Life With AD&D Insurance
• Company Pays for Employee Long Term Disability Insurance
• Voluntary Accident Recovery, Critical Illness + Cancer, and Hospital Insurance
• Employee Assistance Program (EAP)
• Employee Loan Discount
• Company Subsidizes 50% for Adult Monthly Bus Pass
• Cash Reward Employee Referral Program
• Workiversary Cash Reward and Gifts
• Internal and External Professional Development Opportunities
• And Many More!

Position Purpose:

This position is responsible for the primary duty of this position is to provide endpoint support to staff by utilizing hardware, software and troubleshooting expertise. This includes supporting and maintaining existing applications, hardware, and other technology initiatives. This position also supports and maintains the procedures and documentation for best practices of all information systems including device, data and network security, facilities security, and disaster recovery.

Essential Functions:

• Technical Support (80%)
  • Receives, responds to and monitors the status of support requests for technical assistance and updates case notes to reflect activities performed and status of requests to ensure timely completion of work orders.
  • Troubleshoots hardware, software or auxiliary devices, peripherals, and network problems by performing a variety of diagnostic procedures to identify implement appropriate corrective measures.
  • Installs, maintains and/or replaces hardware, software, auxiliary devices, peripherals, and network equipment.
  • Perform operating system and software updates in a timely manner.
  • Conducts daily monitoring/management of credit union information technology systems.
  • Responsible for maintaining all information technology and security systems including hardware and software systems, mobile and digital systems, electronic and key access systems, alarm and camera systems, A/V, and voice/phone systems.
• Core System Support (20%)
  • Accurately and efficiently performs data processing.
  • Performs core system configurations.
  • Provides support for all core systems applications.
  • Maintains and follows all regulatory compliance.
• IT Processes
  • Monitors and maintains inventory of all laptops, desktop, mobile and peripheral equipment, and accessories including any device documentation.
  • Responsible for creating, updating, and maintaining technical documentation of department’s operating procedures and best practices.
  • Assists IT Manager in the support and maintenance of strategic short- and long-range plans for the department.
  • Contributes and assist is in achieving the strategic objectives of the credit union.
  • Adaptable in supporting multiple support areas and locations with varying technology needs.
• Performs other duties as assigned.

Performance Standards:

• Timely response to system and user issues.
• Accurately perform data processing functions.
• Ensure departmental accuracy and efficiency is maximized.
• Complete all tasks and assignments as required.
• Maintain efficient production levels to meet department and strategic goals.
• Minimize downtime in information systems.
• Maintain member data privacy and security.
• Minimize procedural/processing errors.

Qualifications:

Education/Certification:

Associate degree in Information Technology or closely related field and two (2) years’ experience providing first level desktop diagnostic and trouble‑sh‑ooting support, OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Required Knowledge:

Must be proficient in MS Office Suite.

Working knowledge of all information system programs: Core system, e-mail, telephone system, security, facilities, and records management.

Experience Required:

Four (4) years information systems experience.

Financial institution systems knowledge considered to be a strong plus

Skills/Abilities:

Requires the development, preparation, and monitoring of budgets.

Excellent verbal and written communication skills.

Excellent analytical, creative, and problem‑solving skills.

Excellent coaching and mentoring skills.

Able to prioritize workload and meet deadlines.

Able to work independently and make sound decisions.

Physical Activities and Requirements of this Position:

Repetitive Motion:

Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills:

Must frequently convey detailed or important instructions or ideas accurately and quickly.

Visual Abilities:

Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing:

Able to hear average or normal conversations and receive information.

Physical Strength:

Sedentary work (sitting most of the time). Must be able to lift, push and pull up to a minimum of 70 lbs.

Reasoning Ability:

Able to apply common sense understanding to carry‑out detailed instructions and to deal with problems involving variables.

Mathematics Ability:

Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability:

Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Working Conditions:

Air‑conditioned, smoke‑free office setting. Must be able to travel to branch sites.

Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.

Business Hours:

Monday through Saturday, as scheduled. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.