Summary:

Under the direction of the Application Support Lead, performs a full range of duties to maintain the information technology applications, systems, infrastructure for My Community Credit Union (MCCU).

The Applications Support Specialist role ensures proper application and endpoint operation and documentation so that staff and members can accomplish operational tasks supporting the core business of the Credit Union.

This person will troubleshoot problem areas and assist with the daily administration and support of core desktop and enterprise applications along with the peripheral devices, monitoring SFTP and basic scripting, and document imaging systems in a timely and accurate fashion.

Problem resolution may involve the use of monitoring, endpoint management and ticket request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This includes receiving, prioritizing, documenting, and actively resolving IT requests, as well as assisting users with application incident requests.

The Applications Support Specialist works with Operations, Operations Support, Lending, Collections, Finance, and other departments to coordinate cases, issues, project requirements, and other support responsibilities as needed to define and implement solutions that will meet business needs while determining how to streamline and improve current processes. This role includes installation, configuration, and maintenance of systems hardware and software and related to core and desktop applications.

This position is an integral part of the IT Department and My Community Credit Union (MCCU) that helps our members get the financial resources they need to achieve their goals. The Applications Support Specialist is a self-motivated problem solver who is responsible for desktop and application support, and process and procedure documentation. This includes Core Banking, Online Banking, Document Imaging Applications, teller peripherals, cash dispensers, desktops, laptops, printers, and software. The Applications Support Specialist must also provide excellent customer service to members and staff to communicate and resolve technical issues effectively.

Essential Functions & Responsibilities:

1. Technical Support:

• Provide timely and effective support to end-users experiencing application issues.
• Troubleshoot, diagnose, and resolve application problems and system errors.
• Providing application and desktop support to all employees including but not limited to the following areas:
  1. Core and Digital Banking Application Support
  2. Mortgage Application Support
  3. Desktop Business Applications Support and Install
  4. File transmission in SFTP and related tools
  5. Document Imaging Application support
  6. Peripheral Device Support and Maintenance related to Core and Business Applications
  7. Assist with M365 User Support
  8. Engage with 3rd Party Vendors for Troubleshooting and Issue Resolution
  9. Other duties as required
• Assist as needed with new employee setups for on-boarding, i.e. user and email setup, logins, printer setup, telephone setup etc...
• Responsible for responding, resolving, and escalating issues submitted via ticketing system or phone call. Responsible for providing Tier I problem identification, diagnosis, and resolution. This includes both remote and deskside support. Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Test fixes to ensure the problem has been adequately resolved.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician/engineer. Record, track, and document problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Perform post-resolution follow-ups to help requests.

1. Application Monitoring and Maintenance:

• Monitor application performance and ensure uptime and availability.
• Perform routine checks and maintenance tasks to prevent issues and optimize performance.
• Apply monitoring and diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Performing preventative maintenance, including checking and imaging of workstations, printers, and peripherals.
• Manage application updates, patches, and upgrades.

1. Documentation and Reporting:

• Maintain accurate records of support requests, incidents, and resolutions inside a ticketing System.
• Document knowledge base articles and frequently asked questions lists for end users. Maintain up-to-date knowledge of Credit Union environments, software and equipment.
• Exhibit and develop excellent verbal and written communication skills emphasizing communication of technical information to non-technical personnel.
• Maintain technical documentation, run-books, software installation procedures, and equipment inventory.
• Create and update user guides, FAQs, and other support documentation.
• Generate reports on application performance and issue trends for management review.

1. User Training and Support:

• Assist with the onboarding of new users, including account creation and support.
• Provide guidance on best practices for using the applications effectively.

1. Collaboration:

• Work closely with vendors to understand application functionality and resolve issues.
• Participate in application testing and quality assurance processes.
• Assist with information requests, IT and security audits, and projects as required.
• Work with our Third-Party IT Managed Services Provider to develop standard operating procedures for common technical issues. Maintain IT department technical documentation and support ticket system.
• Troubleshoot hardware and software issues in person, remotely and via phone, independently and with our vendor partners.
• Collaborate with other IT staff to integrate applications with existing systems.

1. Continuous Improvement:

• Identify opportunities for process improvements and recommend solutions.
• Consistently demonstrates organizational acumen in providing management and operational areas with timely information regarding MCCU System and Infrastructure service needs and interruptions.
• Stay current with industry trends and advancements in application support technologies.

Knowledge and Skills:

Experience

Two years to seven years of similar or related experience.

Education

(1) A four-year college degree preferred or two-year college degree (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Interpersonal Skills

The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job. Requires excellent oral and written communications skills.

Other Skills

• Progressive responsibility in an enterprise applications and desktop support role

• Experience with M365 and Exchange

• Prioritize outstanding issues and manage user expectations
• Escalate high priority issues using established guidelines
• Manage and Maintain Endpoint Imaging Tools and Images
• Ensure endpoints are current with antivirus control software and security updates

Physical Requirements

This position requires manual dexterity, primarily working with the hands and fingers (75% or more). This includes but may not be limited to: key-boarding, writing, and setting up computer hardware.

This position requires the following physical abilities: Standing/Walking (75% or more), Bending/Stooping (up to 20%), Sitting (up to 25%), Lifting/Carrying up to 50 lbs (up to 20%), Pushing/Pulling up to 75 lbs (up to 20%).

This position requires the following visual, hearing, and speaking abilities: Long-range and short-range detailed Visual Acuity, Hearing sufficient to communicate effectively, Speak clearly in order to communicate effectively.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.