STCU is a growing regional credit union that is consistently rated one of the top-performing credit unions in the nation, and we have been named as one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.
 

STCU offers excellent benefits: 

• Paid time off
• Ten paid holidays
• Health plan – medical, prescription drug, dental, and vision
• Short-term disability insurance
• Life insurance and long-term disability insurance
• 401(k) retirement savings plan
• Training and development programs
• Semi-annual success sharing plan

Position Overview 
The Information Management Technician II is responsible for providing first layer support for STCU staff with any issues related to ECM and eSign deployed solutions. This position also handles the processing of various daily/weekly/monthly/yearly operational tasks as well as represents the Information Management department on projects teams. 

Principal Accountabilities

• Information Management Technology and Operations
• Maintain effective technologies to deliver products, services and information that ensure market place success and user satisfaction.
• Field incoming requests from end users on-demand by telephone, email, instant message and help tickets in a courteous manner.
• Complete employee onboarding and off-boarding tasks including creation and deletion of all necessary accounts and access to related systems managed by Information Management.
• Receive, assign, prioritize and troubleshoot support calls via telephone or help tickets – escalating problems, when required, to the appropriate Information Management staff or third party (where appropriate).
• Process help tickets and requests in a timely manner through multiple channels.
• Record, track, and document the help desk request problem solving process to include all successful and unsuccessful decisions made and actions taken through final resolution.
• As necessary, perform post-resolution follow-ups to help desk calls and tickets to ensure end-user satisfaction.
• Perform daily, monthly, quarterly, and yearly operational processing functions for STCU as defined in workgroup tasks/functions.
• Assist in maintenance and administration of corporate storage of Physically Stored Information (PSI) both on site and with vendor. May include preparation of information.
• Ensure that data/information within associated applications internal and with 3rd parties is managed according to appropriate business, data and records program policies.
• Ensure accuracy of procedures/documentation and inform appropriate staff of any required changes.
• Develop training materials and job aids for end users in response to new software deployments.
• Automate tasks and processes for efficiency using automation software, PowerShell or other programming languages/methods.
• Provide Support to forms administration as needed.

System Availability and Reliability 

• Perform remote fixes at the desktop level to adequately resolve issues.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet/Intranet to aid in problem resolution.
   

Minimum Requirements
Knowledge, Skills and Abilities

• Bachelor’s Degree in the field of Computer Science, Information Systems, or Computer Engineering; or equivalent combination of education and experience. 
• Minimum two years’ experience with Microsoft operating systems and Office Automation Products. Industry-standard certifications preferred.
• Minimum two years’ experience in diagnosing and resolving hardware/software and basic networking issues. Service Desk experience with strong customer service skills utilizing customer support software preferred. 
• Practical experience with HTML, JavaScript, SQL, Flash, XML and other web technologies and programming languages.
• Understanding of relevant government guidance and regulations regarding records/information management and data privacy.
• Proficient knowledge of MS Office programs including Outlook, Word and Excel.
• Strong written and verbal communication skills.
• Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills.
• Ability to work effectively and collaboratively in a diverse work group, as well as independently with minimal supervision.
• Ability to adapt to changes and prioritize and manage competing demands.
• Ability to read, analyze and interpret data and understand and communicate complex and diverse information.
• Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment. 
• Ability to make practical and timely decisions and explain reasoning for decisions.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.  

Physical Abilities

• Must be able to regularly talk, hear, and operate a computer keyboard and mouse.
• Occasionally lift, pull/push, and carry up to 10 pounds.

Work Environment

• Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
• Exposure to high-stress, fast-paced, deadline-oriented environment. 
   

Please review our website for more information at www.stcu.org/careers.