Systems Support Specialist

University of Hawaii Federal Credit Union; Honolulu (HI); On-site; USD 65,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with employer match

35+ paid days off per year

Flexible spending accounts

Employee life, disability, and EAP

Professional development opportunities

Job summary

University of Hawaii Federal Credit Union is seeking a Systems Support Specialist in Hawai`i to provide endpoint support for staff, covering hardware, software, and security across IT systems. You will maintain procedures and documentation, ensuring security and disaster recovery measures are in place.

This exempt role reports to the IT Manager and offers strong employee benefits. Responsibilities include daily monitoring, core system support, and cross‑location IT processes.

Qualifications

• Associate degree in IT or related field with 2 years of desktop support experience.
• Four years information systems experience; knowledge of financial institutions is a plus.
• Proficient in MS Office Suite.
• Excellent written and verbal communication; ability to train staff.
• Ability to prioritize workload and meet deadlines.

Responsibilities

• Provide end-user hardware, software, and network troubleshooting support.
• Install and maintain hardware, software, and network equipment.
• Perform OS and software updates; monitor IT systems daily.
• Maintain IT security, access control, and documentation.
• Create and update technical procedures; assist IT Manager with planning.

Skills

Budgeting

Communication

Analytical thinking

Coaching & mentoring

Prioritization

Independent decision making

Education

Associate degree in Information Technology or closely related field

Tools

MS Office Suite

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‑shooting 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.