Software Support Specialist - St Charles, United States - Vantage Credit Union

Vantage Credit Union St Charles, United States

2 weeks ago

Description

Job Details

Level
Experienced

Job Location
Admin Building - Saint Charles, MO

Position Type
Full Time

Education Level
2 Year Degree

Salary Range
$70, $75,000.00 Salary/year

Travel Percentage
None

Job Shift
Day

DESCRIPTION

JOB FUNCTIONS

Provide first and second-level technical support to end-users experiencing issues with software applications.
Troubleshoot and diagnose software problems, identifying root causes and implementing solutions.
Collaborate with third party support and IT teams to resolve complex technical issues.
Participates in on call rotation to provide support for critical issues after hours and weekends.
Act as subject matter expert for Loan Origination Software (LOS) support: MeridianLink Consumer (Loans) and MeridianLink Opening (Deposits).
Assist in creating user guides, FAQs, and other documentation to help end-users understand and to utilize software applications effectively.
Conduct training sessions or workshops to educate end-users on best practices and functionalities of software applications.
Monitor software applications for performance issues, errors, and potential vulnerabilities.
Perform routine maintenance tasks, updates, and patches to ensure software applications are up-to-date and secure.
Manage and prioritize support tickets, ensuring timely resolution and effective communication with end-users.
Escalate complex or unresolved issues to appropriate teams or vendors, tracking and following up until resolution.
Participate in quality assurance testing of new software releases, identifying bugs, and providing feedback to supporting teams.
Coordinate with supporting teams to reproduce and resolve identified issues before software deployment.
Work closely with the cross-functional Application Support team, the larger IT(DCIT) department, and business units, to facilitate effective communication and collaboration.
Provide timely updates and reports on support activities, issues, and resolutions to management and stakeholders.

QUALIFICATIONS

KNOWLEDGE

Proficiency in office software such as Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and other relevant software tied to the role.
Proficiency in project management tools (e.g., JIRA, Asana, Trello, Planner) is preferred.
Familiarity with Information Technology terminology and concepts.
Understanding of administrative procedures and best practices in a fast-paced IT environment.

SKILLS

Experience with specific software applications or platforms relevant to the financial services industry, particularly within a credit union, is advantageous.
Certification in ITIL, CompTIA A+, or other relevant certifications.
Familiarity with ticketing systems, remote support tools, modern project management tools and monitoring software.
Strong technical aptitude and problem-solving skills.
Knowledge of software development lifecycle, databases, and programming languages.
Ability to work independently and as part of a team in a fast-paced environment.
Attention to detail and commitment to providing high-quality support to end-users.
Excellent organizational and time management skills, with the ability to prioritize tasks effectively and meet established deadlines.
Effective communication skills, both written and verbal, with attention to detail, and the ability to interact effectively with individuals at all levels.
Problem-solving skills and the capacity to handle multiple tasks simultaneously under pressure.
Adaptability and flexibility to accommodate changing priorities and exercise judgement in a fast-paced environment to ensure deadlines are met.

EDUCATION AND EXPERIENCE

Associate's degree in information technology, Computer Science, or related field. A Bachelor's degree is preferred.
Previous experience in application support, IT support, or a similar role.
Experience in the Information Technology or financial services industry, particularly within a credit union, is advantageous.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:

Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period.
Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
Occasional lifting, moving, or adjusting objects up to 20 pounds.
Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
Work will be in a commercially reasonable temperature-controlled environment.
Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.

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