Technology Solutions Specialist

Come join our GTE Financial team!

We are looking for an employee-focused individual with technical expertise to join us as a Technology Solutions Support Specialist. Technical skills must be combined with excellent interpersonal skills that enable them to build confidence with our employees while addressing inquiries with knowledge, skill, and understanding. The Technology Solutions Support Specialist works directly with the TS Support team with a primary focus on assisting employees with technical and procedural troubleshooting related to computer systems, software, and applications.

What does GTE look for in a Technology Solutions Support Specialist?

Technical Specialist:

• Provide clear technical support and procedural guidance for incoming queries and issues related to computer systems, software, and applications.
• Respond to queries and issues in person, over the phone, and electronically.
• Log all support interactions, documenting specific details on the resolution.
• Resolve simple and complex technical problems.
• Research questions using available information resources.
• Maintain public and private knowledge base procedures, FAQs, and standard technical procedures.
• Ask questions and troubleshoot to determine the nature and severity of the issue.
• Triage, route, and escalate issues to correct resources.

Experience:

• Walk employees through the problem-solving process while guiding them to the appropriate resources for self-service.
• Ability to deliver an excellent employee-focused experience with every interaction.
• Effectively communicate technical information in non-technical terms to employees to ensure understanding.
• Follow through on commitments and follow up to confirm issue resolution.

Operational Support:

• Prepare invoices and bills for approval and payment.
• Prepare quotes for Technology Solutions.
• Assigned specialized projects as needed.
• Demonstrates a commitment to the Technology Solutions Shared Values.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. the Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
• Bilingual preferred (English/Spanish).

Required Qualifications:

• High school diploma or equivalent. Some colleges preferred.
• Min 3 years' experience in technical support or a combination of education and experience.
• Experience supporting systems in the credit union or financial industry is preferred.
• Certificates such as CompTIA A+, MOSE, and MCSA are encouraged but not required.
• Preferred Experience with Office 365 Administration, Virtual Desktop Infrastructure, Exchange Online, Active Directory.
• Preferred one or more certifications - CompTIA A+, CompTIA Network+, MCSA Windows 10, MCSE Desktop Infrastructure, ITIL Foundation.

Position Details:

• Location: Downtown Tampa - GTE Headquarters
• Department Hours: Monday- Friday (9:00 am to 6:00 pm) // Saturday (9:00 am to 1:00 pm)

Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.

Work arrangement will primarily be working onsite at our CFC locations and sometimes remote or in the office. The position, however, is defined as hybrid in nature, (in-office, or remote) and may be changed at any time by management with appropriate notice, if possible.

Required for Remote/Hybrid Work:

• A quiet workplace so you can focus on delivering excellent service to our members.
• Some positions will require performance standards to be met to qualify for alternative work arrangements.
• Required to have power and high-speed internet over 100MB (minimum).
• Video capability (connection of 1.5 Mbps up and down recommended).
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

Come and join our award-winning team!

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE Reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.