Applications Support Specialist

Job Description

Job DescriptionIdeal Candidate:

• Tech-Savvy Problem-Solver: Proven ability to troubleshoot and resolve issues across diverse IT applications (core banking, online banking, document imaging) and hardware (desktops, peripherals, cash dispensers).
• Hands-On Application & Endpoint Support: Experience with daily administration, maintenance, and support of enterprise and desktop applications, ensuring optimal endpoint operation.
• Exceptional Communicator: Delivers outstanding customer service to staff and members, effectively translating complex technical issues into clear solutions.
• Collaborative & Process-Oriented: Works seamlessly across departments to define and implement solutions, always looking for ways to streamline and improve IT processes.
• Meticulous Documenter: Skilled in creating and maintaining thorough documentation for applications, systems, and procedures.
• Basic Scripting & Hardware Knowledge: Familiar with basic scripting, SFTP monitoring, and the installation/configuration of systems hardware and software.

Summary:

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

The Applications Support Specialist I 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 I 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 is 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 I 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 I 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. Manage and implement new Line of Business applications
  3. Mortgage Application Support
  4. Desktop Business Applications Support and Installation
  5. File transmission in SFTP and related tools
  6. Document Imaging Application support
  7. Peripheral Device Support and Maintenance related to Core and Business Applications
  8. Assist with M365 User Support
  9. Engage with 3rd Party Vendors for Troubleshooting and Issue Resolution
  10. Perform general helpdesk duties
  11. Other duties as required
• Assist as needed with new employee setups for onboarding, i.e., user and email setup, logins, printer setup, telephone setup, etc.
• Responsible for responding, resolving, and escalating issues submitted via the ticketing system or phone call. Responsible for providing problem identification, diagnosis, and resolution. This includes both remote and desk-side 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 the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Perform post-resolution follow-ups to help with 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, which may require working out of normal business hours.

1. Manage and implement new Line of Business Applications

• Project management
• Project Implementation
• Test case and plan development
• Coordinate implementation and testing with users and vendors
• Keep updated with the newest application functionality, features, etc.
• Perform required application administration

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.
• Guide 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:

1. Experience
   • Two to seven years of similar or related experience.

1. Education
   • (1) A four-year college degree preferred or a 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.

1. Skills
   • Knowledge of Microsoft Office Suite, internet, and data-base management
   • Ability to coordinate with other staff, departments, officials, and the public.
   • Ability to communicate ideas and instructions clearly and concisely.
   • Progressive responsibility in 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:

1. Constantly repeating motions that may include the wrists, hands and/or fingers. This includes but may not be limited to keyboarding, writing, and filing.
2. Constantly remaining in a stationary position, often sitting for prolonged periods.
3. Occasionally adjusting or moving objects up to 75 pounds for various needs.
4. The person in this position constantly communicates in person and in writing with members, managers, and colleagues. Must be able to exchange accurate information in these situations.
5. The ability to observe details at close range to assess the accuracy, neatness, and thoroughness of the work assigned.

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