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IT Support Specialist

IT | San Francisco, CA | Full Time

Job Description

About Us:

We Are San Francisco!

San Francisco Federal Credit Union has been proudly serving San Francisco since 1954. Today, anyone who lives, works, worships or attends school in San Francisco and San Mateo counties may apply for membership. We currently serve more than 45,000 members with assets over $1 billion. San Francisco FCU is federally insured by the National Credit Union Administration and is an Equal Housing Lender. 


Position Summary
The IT Support Specialist is responsible for providing exceptional technical support to all members, employees, and service providers. The incumbent should enjoy the challenge of troubleshooting IT issues to identify high quality resolutions and may also be responsible for providing technology strategy and design in organizational projects. The ideal candidate will be a customer-focused IT strategist who will utilize experience and knowledge to complete daily responsibilities such as; writing procedures, assisting in audit findings and providing remediation, server room maintenance, inventory, ensuring automated and manual tasks run efficiently. All employees of San Francisco Federal Credit Union are proactive, results-driven and fully committed to the Credit Union’s mission and vision by striving to achieve the highest standards of excellence and consistently exceeding the expectations of member, team and community experiences. They are also enthusiastic and willing ambassadors of the Credit Union through participation in CommunityShare projects and initiatives.

Essential Functions and Responsibilities
Technology Support
• Identifies as well as works to eliminate root causes in order to assist members and employees with technical issues that have been escalated from our members and staff
• Provides creative solutions and process improvements by applying open and professional communication with all levels of staff while assisting in hardware and software support
• The incumbent will also create documentation for new and existing solutions and processes
• Exudes a sense of urgency by being the first responder to service requests and support calls
• Utilizes professional and friendly communication and demonstrates personal accountability and initiative by evaluating repairing or employing third party services for technology related problems
• Participates in Business Development by partaking in CommunityShare events and supporting the unique technical needs of the Marketing and Community Development departments
• Actively partners and collaborates by providing yearly and new staff security training, technology support in departmental projects, and exceptional service to all members, volunteers, internal employees and service providers
• Displays high energy and engagement by consistently and timely deploying network wide software and updates and upholding established department service standards
• Demonstrates self-motivation by analyzing existing systems and employing tactics to ensure proper maintenance standards
• Meets deadlines by providing timely maintenance of hardware and software inventory
• Displays a sense of urgency by providing timely technical support for all issues relating to the host system, servers, phone systems and workstations
Computer Operations

• Takes initiative by proactively ensuring completion of automated and manual daily operational tasks
• Displays a sense of urgency by promptly logging and reporting cases to third party vendors as needed
• Displays results orientation by achieving timely deployment moving and set up of workstation
• Demonstrates self-motivation by actively identifying any process inefficiencies and ongoing issues and providing feedback to the IT team
• Meets deadlines in reviewing and verifying archived reports
• Takes initiative by proactively ensuring completion of automated

User and Security
• Displays a sense of urgency by promptly adding, removing, and modifying users in all Credit Union related applications
• Takes initiative by proactively maintaining and update security settings in all Credit Union related applications
• Meets deadlines in assisting in audit findings and remediation
• Organizes data room and surrounding areas and ensure OSHA standards
• Demonstrates current technological understanding in the execution of duties
• Performs other duties as assigned


Knowledge Skills and Abilities
• Network proficiency and an understanding of IP networking (IP Addressing, Sub-Netting, VLANs, DHCP, DNS)
• Knowledgeable in Microsoft Active Directory administration
• Thorough knowledge of Microsoft operating systems
• Expertise in switches, routers, hubs and firewalls
• Ability to work with staff and members in a professional, approachable, and positive manner
• Must possess strong problem-solving skills
• Strong communication skills – written and verbal
• Strong documentation skills
• Must be able to work independently as well as in a team oriented environment
• Demonstrates commitment to self-improvement by taking the initiative of learning new skills, systems and procedures as well as taking advantage of the continuous education opportunities within and outside of the Credit Union
• Demonstrates proficiency and through knowledge of the Microsoft Office Suite of programs including but not limited to Word, Excel and Outlook applications

Background Education and Experience
• Bachelor’s degree or equivalent in Information Technology or closely related field
• A minimum of two (2) years related previous experience in a technical support position with a financial institution

Physical Requirements, Reasonable Accommodation and Work Environment
All reasonable accommodations will be made to ensure a safe and functioning working environment for those individuals who will require such accommodations
• Ability to stand, bend, stoop, sit, walk, twist, turn and drive
• Ability to lift up to 50 pounds
• Ability to use a computer keyboard, calculator, and mouse
• Work environment is indoors; majority of the time is spent sitting at a desk

EEO Statement

San Francisco Federal Credit Union (SFFedCU) is an Equal Employment Opportunity Employer.  In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history of cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender  expression, HIV/AIDS status, genetic information or any other characteristic protected by law. 

DISCLAIMER* This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  All employees are to maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers, and management.