IT Support Specialist

The IT Support Specialist delivers high quality customer service and technical support to all users across the

organization. This role is responsible for troubleshooting end user hardware, software, and systems, and for

maintaining accurate records of technology assets throughout their lifecycle. The IT Support Specialist serves as

the primary point of contact for day-to-day technical issues and supports asset tracking, and inventory accuracy.

Why Climb Credit Union

• As not-for-profits and member-owned financial cooperatives, credit unions are incredibly unique institutions. Earnings are returned to members in the form of better rates, lower fees and great services. Be a part of a movement that pays it forward!
• Climb Credit Union was founded in 1951. We’re a stable, successful and growing financial institution, which is why we need you.
• A suite of outstanding benefits is available to employees who work 20 or more hours a week. In addition to healthcare, dental and life insurance, 401(k), personal time off, we offer employee discounts on loans and other perks as well.
• Learn a ton with our on-the-job training programs and set yourself up for career and personal financial success.
• Climb Credit Union has been recognized as a top place to work by The Denver Post in 2024 & 2025. This award recognizes our positive work environment and goal of fostering employee satisfaction, and it's truly a testament to our efforts.

PERKS OF CLIMB CREDIT UNION

• 401K Employer match 100% Match on first 3% and 50% on next 2.5%
• Medical, Dental, Vision Insurance
• PTO (Paid Time Off) 2 additional personal days (Floating)
• VTO (Volunteer Time Off) 16 hours
• 11 Paid Holidays
• Employee Assistance plan focuses on wellness, mental health -  8 free sessions offered
• Tuition Reimbursement
• Employee loan rate reduction
• Discounts on Climb Credit Union loans and services
• Financial Investment/Counseling
• Employee events throughout the year

Check out this video to learn what drives us at Climb and how we make a difference every day,

  https://www.youtube.com/watch?v=XPGES8a9OSs (English)

  https://youtu.be/FeEw2UqGudo  (Spanish) 

What will You be doing?

• Provide first-level technical support for end users by troubleshooting and resolving software, hardware, and connectivity issues across desktops, laptops, peripherals, and mobile devices.
• Maintain and regularly review user access lists for all approved applications to ensure appropriate access and compliance with security standards.
• Manage helpdesk tickets from intake through resolution using the ticketing system. 
• Prioritize requests based on impact and urgency, meet service level expectations, and escalate issues to a higher-tier support when appropriate while maintaining clear documentation.
• Own IT asset management processes, including maintaining accurate hardware and software inventories, tracking asset lifecycle status, and performing the annual asset inventory. 
• Ensure records are current and auditable.
• Manage end-user account administration, including creating, modifying, and disabling accounts, assigning application access, and ensuring permissions align with job roles and least-privilege principles.
• Participate in the IT on-call rotation and provide backup coverage for other IT functions as needed to support business continuity.
• Performs other job related duties as assigned.

Performance Measurements:

1. Respond promptly to emergency and high priority IT helpdesk calls and resolve support tickets within

    established SLA timelines. Maintain accurate, complete, and timely documentation in the helpdesk system,

    escalating issues appropriately when needed.

2. Complete all new hire onboarding, employee changes, and offboarding tasks accurately and on time, in

    coordination with HR and department leadership, ensuring devices, accounts, and access are provisioned or

    removed in accordance with security and operational requirements.

3. Maintain accurate and auditable records of hardware and software assets, including tracking lifecycle

    changes and supporting annual asset inventory activities.

4. Deliver high quality, respectful, courteous, and professional IT service that supports internal user satisfaction, 

   system availability, and staff productivity.

5. Support staff in their efforts to provide secure, efficient, and convenient service to credit union members by

    minimizing technology related disruptions and resolving issues with urgency and care.

6. Meet or exceed individual performance goals and actively contribute to departmental objectives, IT team

    goals, and cross functional initiatives that benefit the organization.

7. Demonstrate professionalism, discretion, and compliance with all credit union policies, procedures, and

    security requirements, including those outlined in the Employee Handbook and applicable IT standards.

8. Actively participate in team meetings, project reviews, on call support, and continuous improvement

    discussions, contributing to a collaborative and teamwork-oriented environment

Knowledge & Skills

• One year to three years of similar or related experience.
• Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. 
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Supporting Microsoft 365 applications, Windows and macOS devices, and networking basics. 
• Familiarity with ticketing systems, and end-user support tools. 
• Ability to apply logical and analytical thinking to troubleshoot issues, collect and evaluate information, and draw sound conclusions. 
• Demonstrated ability to interpret and follow a variety of technical instructions, procedures, and documentation while managing multiple variables and competing priorities. 
• Strong diagnostic skills across hardware, software, and network environments, with the ability to identify root causes and recommend or implement effective solutions.
• Work in this position is considered "medium to heavy" physical work requiring the exertion of (lifting) up to 50 pounds of force occasionally and up to 30 pounds of force frequently, and up to 10 pounds of force constantly to move objects.
• On-call rotation, occasional after-hours maintenance. Some travel to branches may be required when needed (Denver, Grand Junction and Colorado Springs).