IT Specialist

The Information Technology Specialist provides hands-on technical support for credit union staff, branches, and member-facing technology. This role supports helpdesk requests, workstations, peripherals, mobile devices, ITMs/ATMs, security and surveillance systems, document-related systems, and other assigned technology platforms. The position is responsible for documenting work, following established security and support procedures, escalating issues appropriately, and helping ensure that technology used by employees and members remains reliable, current, and well-supported. This role contributes to operational reliability and issue resolution but is not intended to be a broad systems ownership or technology leadership role.  

Duties & Responsibilities

Core Technology Support 

• Respond to support tickets and calls, document work in the IT support request system, support assigned employee technology, escalate unresolved issues appropriately, coordinate with vendors when needed, and maintain accurate documentation for supported equipment and systems. 
• Provide responsive end-user support to executives and other staff, prioritizing requests according to business impact, urgency, and established IT procedures. 
• Install and configure new PC workstations, printers, and peripheral equipment. 
• Provide field-level diagnostics, repair, or escalation for workstations, peripherals, and software-related issues as needed. 
• Troubleshoot PC and printer issues, perform basic repairs when appropriate, coordinate service or replacement when needed, and document actions taken. 
• Administer and support credit union–owned mobile devices, including setup, troubleshooting, inventory coordination, carrier or vendor coordination, and documentation of assigned devices. 
• Assist with routing, labeling, and terminating computer cabling as needed and within assigned authority, coordinating with vendors or other IT staff for larger cabling work. 

Branch and Member-Facing Technology Support 

• Provide field-level support for ITMs, ATMs, coin machines, and other assigned member-facing technology, including basic troubleshooting, coordination with vendors, escalation of service issues, and limited end-user guidance when needed. 
• Monitor and coordinate patching, release levels, and service updates for assigned ITMs, ATMs, coin machines, and related systems in accordance with vendor guidance and internal procedures. 
• Provide technical support and vendor coordination for assigned physical security and video surveillance systems, including troubleshooting, access or configuration support as authorized, documentation, and escalation of issues. 
• Support assigned document-related systems, including basic administration, form maintenance, report assistance, troubleshooting, documentation, and vendor escalation as appropriate. 

Documentation, Security, and Continuous Improvement 

• Utilize the IT support request system to track, prioritize, and document requests. 
• Identify recurring support issues, recommend practical process improvements, and assist with implementing approved changes that improve reliability, documentation, or service quality. 
• Adhere to First New York information security policies and procedures while performing all duties, including proper handling of confidential information, appropriate use of administrative access, and timely escalation of suspected security concerns. 
• Coordinate with vendors for assigned systems, track support cases through resolution, communicate status to internal stakeholders, and recommend improvements to the support process when recurring issues are identified. 
• Test assigned systems, updates, configurations, and equipment as requested, and assist other IT staff with implementation, troubleshooting, and support activities. 
• Remain engaged with relevant credit union, technology, and vendor resources to support knowledge sharing, troubleshooting, and continuous improvement. 
• Other duties as assigned.  

• High school diploma or equivalent required; bachelor’s degree in information technology, computer science, or a related field preferred. An associate degree, technical training, or equivalent information technology experience may be considered. 
• Working knowledge of PC hardware, Windows operating systems, common business software, printers, peripherals, mobile devices, and basic network troubleshooting. 
• Additional preferred qualifications include experience supporting Microsoft Windows workstations, Microsoft 365 applications, printers, endpoint devices, ticketing systems, mobile devices, network connectivity basics, and financial institution or credit union technology environments. 
• Ability to maintain strict confidentiality and appropriately handle member, employee, vendor, security, and system information. 
• Strong verbal and written communication skills, including the ability to document support activity, explain technical issues clearly, and communicate status updates to employees, vendors, and IT leadership. 
• Preferred certification: CompTIA A+ or equivalent technical support experience. 
• Valid driver’s license with an acceptable driving record. 
• Ability to travel between credit union locations as needed and occasionally adjust schedule to support technology maintenance, incidents, or project work. 

Physical Requirements

• Ability to lift as much as 40 lbs. 
• Ability to sit, stand, walk, bend, reach, and work at desks, branches, equipment areas, and other credit union locations as needed to install, troubleshoot, or support technology equipment. 

Work Schedule: 

Monday - Friday 8:15am - 5:00pm

Work Location: Fully On-Site