20 Jul
IT Help Desk Supervisor
California, Vallejo , 94589 Vallejo USA

Vacancy expired!

Self-Help Federal Credit Union (SHFCU) is currently undergoing dynamic growth in its retail credit union operations in California, Illinois, Washington and Wisconsin. Under the direction of the IT/IS managers, Help Desk Support Supervisor manages the Help Desk Group. Specifically, s/he is responsible for providing Supervisory and technical assistance related to computer systems, hardware, and/or software. Among other duties, s/he will run diagnostic programs, isolate problems, and determine and implement solutions. This position also provides support for some of the hosted support systems that have been set up for staff and members. In addition to managing a small team and leading functions mentioned, the Help Desk Supervisor is expected to be a hands on “player coach”, responding directly to help desk queries and otherwise supporting staff throughout the organization.

Help Desk Supervisor

Essential Responsibilities:
  • Provide in-person or over the phone technical assistance and support for incoming queries and issues related to equipment, software, and hardware.
  • Provide on-the-spot training to computer users when necessary.
  • Oversee daily performance of computer systems throughout the SHFCU network.
  • Respond timely to e-mail messages from those seeking help.
  • Ask questions to determine nature of problem.
  • Walk SHFCU staff through problem-solving process(es).
  • Install, modify, clean, and/or repair computer hardware and software as needed.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install/troubleshoot computer peripherals for users.
  • Follow up with SHFCU staff to ensure issue(s) have been resolved.
  • Log feedback from SHFCU staff about computer usage issues and help desk experience.
  • Run reports to determine malfunctions that continue to occur.
  • Perform other duties, responsibilities, and projects as assigned.

Help Desk Supervisor

Credentials, Experience and Skills:
  • Bilingual – Spanish speaking.
  • Bachelor’s degree in computer science or related field.
  • Intermediate understanding and a ready adaptability of FI software.
  • Two to three years’ experience in IT/IS in a financial industry (credit union, bank, mortgage company, investment company, etc.)
  • Knowledge of operational procedures, electronic banking equipment and software.
  • Enhanced knowledge of IT Network Operations - technologies and terminologies.
  • Expert working knowledge of IT security.
  • Strong knowledge of financial institution data processing system.
  • Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
  • Minimum four (4) years of hands-on IT/IS experience in a high-pace, large or multi-location organization.
  • Strong understanding of cultural competency.
  • Preference for working in organizations that place priority on teamwork and collaboration.
  • Strong communication skills – verbal, written, and analytical.
  • Problem Solving – Identifies and resolves problems timely.
  • Acknowledges, greets and responds quickly to customer needs; responds to requests for service and assistance.
  • Remains professional when dealing with negative situations. Demonstrated ability to work with confidence and ease at all levels within the credit union.
  • Strong computer skills, along with expert knowledge of Microsoft Office (Word, Excel, PowerPoint) and traditional office products (copiers, fax machines, ten-keys, etc.)
  • Strong aptitude for computer, data, and internet processing.
  • Ability to work under pressure, to meet deadlines, and to multi-task effectively.
  • Listens and seeks clarification; responds professionally and positively to questions.
  • Contributes to building a positive team spirit.
  • Uses training opportunities to improve technical and customer service ability.
  • May need to travel up to 25% of the time within SHFCU and all brand organizations.
  • Intermediate working knowledge of IT security.
  • Ability to meticulously document, organize, and follow processes, fixes, solutions, and alternatives.

Physical Requirements:Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.

Compensation: Competitive salary, based on experience, plus a generous benefits package that includes health, dental, life insurance, flexible spending plan, retirement plan, paid parental leave, and domestic partners policy.

Application:Visit our Careers Page to apply for this position. This position will remain posted until filled.

About Us:Self-Help Federal Credit Union was chartered in 2008 to build a network of branches that serve working families and underserved communities. With 19 branches in California, 6 branches in Washington, 10 branches in Illinois, and 2 branches in Wisconsin, over $1.6 billion in assets, and serving more than 99,000 members, Self-Help Federal is one of the fastest-growing low-income designated credit unions in the country. It is part of the national Self-Help family of non-profit organizations whose collective mission is to create and protect ownership and economic opportunity for all. For 41 years, the Center for Community Self-Help and its affiliates have provided almost $10 billion in financing to help over 192,000 low-wealth borrowers buy homes, start and build businesses, and strengthen community resources. For more information, go to www.self-helpfcu.org and www.self-help.org.

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

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