IT SUPPORT SPECIALIST

Location: Albuquerque, NM 87109

Schedule of Work: (not a remote or hybrid position)

- Monday to Friday: 8:30 AM to 5:30 PM

- Occasional evening and weekend work (including Saturdays and Sundays) may be required based on business and event needs.

Please note that this schedule is subject to change as needed.

As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• Comprehensive Medical, Dental, and Vision Insurance

• Paid Short-Term Disability, Life Insurance, and AD&D

• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave

• Tuition Reimbursement for Professional Development

• 401(k) Plan with Employer Match

• Pension Plan for Long-term Security

• Exciting Opportunities for Career Advancement

Overall Job Purpose

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization.

As an Information Technology Support Specialist at Sandia Area, you are responsible for delivering excellent service while maintaining personal accountability in your actions and behaviors. By prioritizing member satisfaction and operational efficiency, you directly contribute to the organization’s mission of strengthening financial well-being for our members and community. You are entrusted to uphold our values in every interaction, ensuring trust, accuracy, and a focus on service excellence.

Reporting directly to the Lead Information Technology Support Specialist, the IT Support Specialist  is responsible for providing day-to-day support and maintenance for the organization to reach operational goals. The IT support specialist acts as a first point of contact to assess user incidents, manage ticketing, resolve issues when possible, and engage further resources as needed.

Duties and responsibilities

Technical Oversight & Review

• Responsible for installing personal computer hardware and/or software as needed.

• Function as the first point of contact for users; offering solutions, triaging, and escalating issues as needed.

• Provide additional support as needed for System Administration staff in deployment of software and patches as directed by the IT Support Specialist Lead.

• Regularly perform VoIP phone maintenance responsibilities: add/move/delete users.

• With guidance from the Lead, keep a complete and updated inventory of network assets, printers, workstations, laptops, support agreements, warranties, and application software.

• While keeping the Lead informed of equipment status, assists in developing notifications of key metrics such as low inventory, software end of life, etc.

• Maintain user system images for rapid deployment and stays informed of latest methodologies for system imaging.

• Provide timely and courteous support to employees through support of the core Symitar system and related applications.

Vendor Support

• Assist in maintaining support contacts for supported vendors. Updates internal documentation as needed.

• Act as the first point of contact for vendors and engages additional IT resources as needed.

• Actively work with respective vendors to adjust licensing as needed seeking assistance from other support specialists when required.

Department Operational Support

• Assist with Active Directory and/or Entra ID maintenance as needed.

• Create and updates documentation for the department while keeping abreast of new and changing technologies and methodologies for implementation.

• Proactively communicate problems, delays, and unusual situations to the lead support specialist.

• Work with the larger IT team as needed on projects such as servers, applications, core system, etc.

• Participate in the on-call support rotation.

Expectations of all Sandia Area employees

• Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.

• Represent the credit union with professionalism, integrity, and ethical conduct at all times.

• Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines.

• Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards.

• Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy.

• Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions.

• Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements.

• Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization.

• Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices.

• Willing to undergo background and credit checks as required by federal and state regulations.

• Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and other applicable financial regulations.

Qualifications

Knowledge, Skills, and Abilities (KSAs)

• Expertise in troubleshooting, ticketing triage, and analysis of technology related issues with a requisite understanding of financial institution operations.

• Ability to write, maintain, and organize documentation for IT systems and related issues.

• Proficiency in prioritization of multiple competing issues and tasks.

• Proficiency in both oral and written communications with emphasis on explaining complex issues to a non-technical user base.

• Ability to work with vendor support to reach a resolution while also maintaining a positive relationship.

• Computer, network hardware/software and telephone systems problem solving and troubleshooting skills required

• Ability to safely work with and in near proximity of electrical devices including UPS', 220V Power Strips, etc.

• Must be willing and able to drive between worksites and must maintain a valid Driver's License.

• Must be willing and able to provide 24/7 on-call coverage for up to two weeks at a time.

• Exceptional time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.

• Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.

• Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.

• Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

• Ability to perform essential functions, including the ability to lift up to 50 lbs. as needed.

Minimum Education and Experience Requirements

• HSD or GED

• One (1) year(s) of applicable experience required.

• Credit Union and/or financial institution experience is preferred.

• Demonstrated experience troubleshooting Microsoft software

• CompTIA A+ or TestOut PC Pro certification preferred.

*** Please submit an employment application to www.sandia.org/careers ***

Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer.

SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.