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Ent Credit Union Supervisor Of IT Field Support Team - SUPER02649 in Colorado Springs, Colorado

Position Description:Jobs in IT Field Support exist to support the internal customer community byproviding remote IT technical assistance at various Ent locations. Thisincludes responding promptly and effectively to customer requests and problemsand either directly resolving those problems or escalating to the appropriateresource and monitoring its effective resolution.Supervises and provides technical direction for members of the IT FieldSupport team. This includes measurement of performance against establishedService Level Agreements, performing ticket analysis and identifyingtrends/problems, allocating staff to meet business objectives,identifying and implementing improvements in processes, ensuring compliancewith policies and procedures, creating and documenting efficient and secureprocedures, management of IT assets, procurement of equipment andsoftware, managing vendor relationships, and coordinating team memberparticipation in projects. The Supervisor also performs the same functions asa senior member of the IT Field Support Team by providing hands-on support.Essential Job Duties and Responsibilities:Supervise and provide technical direction for members of the IT Field Supportteam.Project Management and oversight of IT Field Support projects.Procurement of IT services and equipment.Job specific accountabilities based on job description such as meetings,escalated ticket resolution, reporting and trending, etc.Research, test and recommend technology solutions.Establish and enforce policies and procedures in line with security andstrategic objectives.Mentorship, performance reviews, statuses, etc.Other duties as requiredMinimum formal education required for this position:High School diploma or equivalentMinimum work experience:7+ years of experience in a technical helpdesk role.1+ year in a technical lead, management, or supervisory role.(Preferred) 5+ Experience with Episys Quest.(Preferred) 3+ years of Financial Institution employment.Technical or specialized knowledge/skills:Demonstrated experience in support of PCs, thin-client devices, networkdevices, LAN/WAN technologies, and peripherals.Demonstrated knowledge and support of a wide variety of softwareapplications, including standard desktop packages, as well as n-tierproprietary software architectures, Citrix thin-client, web-basedapplications, and ancillary functions.Demonstrated experience of IT systems/data security specifically as itrelates to system hardening and security processes to minimize exposure to theorganization to include a strong understanding of security as it relates tofinancial institutions or other industries that must comply with federalregulations.Demonstrated excellence in providing superb customer service.Excellent analytical skills.Strong communication skills (written, verbal, and listening).Vendor management skills.Price control and budgeting skills.Proficiency with network management systems and basic software packages.Demonstrated experience in leading others and managing in a technicalenvironment.Demonstrated experience in defining support and delivery processes based onindustry standards such as ITIL.Demonstrated experience in defining policy and procedures which adhere todefined corporate directives and goals.Ability to learn and apply new and emerging concepts very quickly.Has a strong and broad understanding of Ents products, services, and basicbusiness processes.Understands the business impact of different solutions, and can assess thetradeoffs between business needs, technology requirements and costs.Has breadth and depth of knowledge of the IT service support industry.Proficient with the Microsoft Office Suite of products (Word/Excel/Outlook).Certifications required:One or more of the following certifications: Microsoft 365 Certified:Modern Desktop Administrator Associate, Comptia Network + or ComptiaSecurity +, Microsoft Certified Solutions Engineer or a relevantcertification approved by the Director IT Employee Services or the a

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