We offer a complete benefits package, including competitive salary and 401K. Please send resume and salary requirements to the attention of Sara Mattax at or fax at 260-625-6248 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it..

Software Support Analyst Tier I - Fort Wayne, Indiana Office

Summary

This position demands excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.

This role, under the supervision, guidance, and ongoing training of Software Support Tier II and Support Manager, exists to provide outstanding first level support to clients.

This position requires high quality, detailed work based on established standards, guidelines and procedures. Precise, consistent work output is essential requiring patience and a willingness to handle and complete assigned tasks. Job knowledge and competency is built through structured step-by-step training and positive, supportive coaching from management and peers. Communication with others is based on knowledge of repetitive job routines and procedures gained from sufficient on the job experience.

Under general supervision, in a call center environment, a Tier I support Analyst will provide technical assistance and advice to end-users by performing a diagnosis while guiding users through step-by-step solutions.
Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Essential Duties and Responsibilities

  • Use a technical and analytical approach to deliver service and support to end-users via remote connections
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical software issues
  • Research required information using available resources
  • Work within established systems, standards, and procedures
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to appropriate resource
  • Accurately process and document case transactions using a designated tracking software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • Participates in after-hours on-call rotation
  • Perform other duties as assigned by Tier II Support Analyst or Support Manager

Job Requirements

  • Previous credit union or banking experience preferred

Qualifications and Abilities

  • Must be passionate about supporting Sharetec's internal and external clients while effectively assisting in solving problems in a very fast-paced environment without losing sight of details and quality
  • Ability to perform problem solving: Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences
  • Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
  • Multi-tasking capabilities
  • Maintain effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
  • Clearly conveys and receive information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener
  • Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
  • Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
  • Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization
  • Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments

*This position is a Non-Exempt position (eligible for Over-Time)

Hardware Support Tier I - Fort Wayne, Indiana Office

Summary

This position demands excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.

This is an entry level role, which under the supervision, guidance, and ongoing training of Hardware Support Tier II, Tier III, and Hardware Manager, exists to provide outstanding first level analysis and technical helpdesk support to internal and external clients, with a focus on phone and email level support.

Precise, consistent work output is essential requiring patience and an ability to multitask. Job knowledge and competency is built through structured step-by-step training and positive, supportive coaching from management and peers. This position is designed to develop a valued technical expert, who, recognized and supported by management, will be expected to deliver quality work on a consistent basis, supported by established standards, guidelines and procedures.

Specific goals and expectations are outlined and discussed during performance reviews.

Primary Responsibilities

  • Provide technical support to internal and external clients
  • Use service desk software to record, track and document service requests, problem-solving process, and projects, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Performs post-resolution follow ups with end-user and team members as necessary
  • Apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, FAQ, and any other resources on the internet/intranet to aid in problem resolution
  • Assist in performing hands-on fixes remotely or in person, including assisting in installing and upgrading software, installing hardware, implementing backups, configuring systems and applications, and any other tasks as assigned by Tier II, Tier III and Management
  • Participates in after-hours on-call rotation
  • Assist in developing and creation of checklists, help-sheets, manuals, FAQ lists, training material, and departmental procedures to assist teammates and end-users
  • Other duties will be instructed by Tier II, Tier III and Management

Job Requirements

  • Associates or higher degree in Computer Technology, Computer Science, IS related degree required, 1 year + hardware-related experience is preferred
  • Industry-related certifications preferred
  • The ideal candidate will have experience in the following:      
    - Basic understanding of LAN and WAN technologies
         
    - Basic knowledge of computer systems and IT components

Direct Reports

  • Employee directly reports to the Credit Union Hardware manager

Skills and Qualifications 

  • Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely and accurate resolution
  • Prior experience interviewing end-users for insight on functionality, interface, problems, and/or usability issues
  • Effectively and timely follow-up and follow through without being asked
  • Ability to strive for self-improvement, proactive in advancing skills and always having a willingness to learn
  • Ability to follow-up and follow through without being asked
  • Ability to work with users-required interpersonal, analytical, and problem-solving skills
  • Ability to communicate effectively both orally and in writing
  • Understanding of project and development plans and ability to clearly articulate roles, project goals, and timelines
  • Ability to establish responsible deadlines and personal work and personal work plans
  • Ability to investigate and analyze information and to draw conclusions
  • Ability to learn and support new systems and applications
  • Ability to change and organize priorities as workload dictates

Personal/Team Building Skills

  • Must have the ability to work well with other departments, as well as with general public, CEO’s of credit unions and staff, etc., and maintain a positive attitude at all times
  • Must be passionate about supporting Sharetec's internal and external clients while effectively assisting in solving problems in a very fast-paced environment without losing sight of details and quality
  • Self-starter with a strong work ethic and the ability to work with minimal supervision and/or alone when necessary

Physical Effort

  • While performing the duties of this job, the employee is frequently required to sit for extended periods of time
  • The employee must occasionally lift and/or move up to 120 pounds
  • Specific vision abilities required by this job include close vision and the ability to adjust focus
  • Responsibilities will include some evening and weekend work in response to needs of the client’s systems being supported

Travel

  • Up to 10%

*This position is a Non-Exempt position (eligible for Over-Time)

Hardware Support Tier II - Fort Wayne, Indiana Office

Summary

Employees of this level are experienced specialists who work under limited supervision and are responsible for resolving issues (via email, phone, IM, or in person) as expediently as possible while providing mentoring, support and guidance to the Hardware Support Tier I role.

The Hardware Support Tier II will also manage, monitor, and ensure completion of all phases of multiple hardware projects (small, mid and large range), to insure successful project delivery on time and with quality.

Solutions that this position will implement should minimize risk to the organization and utilize existing resources. Because of the expertise developed in the position, it is necessary to regularly initiate and communicate viewpoints on problems and opportunities, in a factual, straightforward manner, to colleagues and management. Due to the fast paced job environment, decisions must be made quickly and firmly, within the defined scope of job authority and based on job expertise. In general, this is a valued expert expected to deliver high quality, accurate results, while efficiently maintaining and enhancing existing organization systems and standards.

Specific goals and expectations are outlined and discussed during performance reviews.

Primary Responsibilities

  • Provide outstanding first level analysis and technical help desk support to internal and external clients (via phone, email, and IM), as demanded by business needs or required by Management
  • Use service desk software to record, track and document service requests, problem-solving process, and projects, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Performs post-resolution follow ups with end-user and team members as necessary
  • Apply diagnostic utilities to aid in troubleshooting, resolves incidents escalated by Support Tier
  • Access software updates, drivers, knowledge bases, FAQ, and any other resources on the internet/intranet to aid in problem resolution
  • Assist in performing hands-on fixes remotely or in person, including assisting in installing and upgrading software, installing hardware, implementing backups, configuring systems and applications, and any other tasks as assigned by a Tier III and Management
  • Assists in developing and create checklists, help-sheets, manuals, FAQ lists, training material, and departmental procedures to assist teammates and end-user
  • Participates in after-hours on-call rotation
  • Participates in new systems/products/services roll-outs and project
  • Performs training, mentoring, coaching to Tier I, as directed by senior hardware team members and Management
  • Other duties will be instructed by senior hardware team members and Management

Job Requirements

  • A Bachelor degree in Computer Technology, Computer Science, IS related degree required, 2+ years of hardware-related experience, including installing peripherals and server systems, required
  • Industry-related certifications required, including but not limited to CCNA, Net+, Linux+, A+, MCSE, Security+
  • Thorough understanding of LAN and WAN technologies
  • Thorough knowledge of computer systems and IT components 
  • Understanding of virtual infrastructures and Backup and Replication procedures

Direct Reports

  • Employee directly reports to the Credit Union Hardware Manager

Skills and Qualifications 

  • Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely and accurate resolution
  • Prior experience interviewing end-users for insight on functionality, interface, problems, and/or usability issues
  • Effectively and timely follow-up and follow through without being asked
  • A strong commitment to delivering a superior client experience through direct interaction with clients during support and change management
  • Strong and consistent ability to investigate and analyze information and to draw conclusions
  • Strong and consistent ability to learn and support new systems and applications
  • Strong and consistent ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment.
  • Strong and consistent multitasking ability
  • Communicates timely, effectively, and professionally in all forms of communication with internal and external customers
  • Ability to communicate effectively with non-technical staff and with members of interdisciplinary teams
  • Proven organizational, planning, project management, problem resolution, facilitation, and influencing skills required
  • Strong and consistent ability to perform as a project leader of any project from definition to implementation; ability to manage all resources in a manner that project is verifiably accurate and on schedule
  • Strong ability for authoritative, quick decision making within defined span of control
  • Ability to provide a strong leadership, focused on efficient, accurate, quality work output
  • Flexible work hours
  • Responsibilities require evening and weekend work in response to needs of the systems being supported

Personal/Team Building Skills

  • Must have the ability to work well with other departments, as well as with general public, CEO’s of credit unions and staff, etc., and maintain a positive attitude at all times
  • Must be passionate about supporting Sharetec's internal and external clients while effectively assisting in solving problems in a very fast-paced environment without losing sight of details and quality
  • Self-motivated, proactive in advancing skills and always willing to learn
  • Self-starter with a strong work ethic and the ability to work with minimal supervision and alone when necessary

Physical Effort

  • While performing the duties of this job, the employee is frequently required to sit for extended periods of time
  • Must have the ability to drive extended distances (up to 12 hours, one way)
  • The employee must occasionally lift and/or move up to 120 pounds
  • Specific vision abilities required by this job include close vision and the ability to adjust focus
  • Responsibilities will include evening and weekend work, and traveling in response to needs of the client’s systems being supported

Travel

  • Up to 40%

*This position is a Non-Exempt position (eligible for Over-Time)


Conversion Analyst Tier I - Fort Wayne, Indiana Office

Job Description

A Data Conversion Analyst will be assigned to multiple concurrent new core processor conversions. They will utilize their background and experience to assist data conversion and migration projects. Responsibilities include client facing activities, including day-to-day conversion activities, utilizing analytical skills and best practice data conversion methodologies to drive successful migration to a new core processor system.

Assignment

Analyst will assist the client with a broad range of data conversion duties:

  • Work closely with Credit Union staff, third party vendors and internal resource groups
  • Understand conversion issues and practical issues faced in the implementation of a new core system
  • Data conversion activities, including data reconciliation, document management, data mapping, data cleansing, quality control and validation.

Soft skills

Conversion analysts are expected to bring the following skills to client engagements:

  • Good analytical skills to support conversion judgments
  • Confidence to constructively engage others on conversion methods
  • Strong quantitative skills, knowledge of Excel, and strong process skills, and some experience using document management tools
  • Confidence to operate with credibility at all levels of client organizations
  • Fresh-thinking, innovative and creative insights and approaches to solving problems, and ability to establish measurable goals and milestones and set time frames and priorities to gets things done
  • Motivated positive individuals that can work autonomously in a team environment
  • Handle multiple job duties in a fast paced non repetitive work environment

Requirements

Successful candidates will need to have the following:

  • 2+ years, credit union, banking, accounting or similar work history in the financial services industry
  • Preferred Associates degree or higher in Business or Computer Science
  • Ability to perform overnight travel up to 1 week increments, as sales demand requires
  • Ability to Train staff both at the corporate and customer level 

Travel

Business travel required