Workplace Excellence.

Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace! As a leading financial service provider with over 80 years of experience serving 123,000+ members, Orange County's Credit Union is currently $2+ billion in assets & growing.

Putting People First: Connect, Discover, Deliver & Wow is Orange County’s Credit Union mantra. If you’re passionate about serving people, this role is rewarding, brings purpose, and the opportunity to make a difference!

• Kaiser and Blue Shield HMO medical & Delta Dental HMO– OCCU covers 100% of employees' monthly premiums and about 75% of dependents/spouse premiums.
• Life insurance at no cost to the employee
• 401(k) – OCCU automatically contributes 3% of the employee's earnings PLUS matches up to 5% of the employee's contribution (dollar for dollar)
• Vacation hours – 13 days per year and rolls over year to year, and increases with tenure
• Sick hours – 7 days per year and rolls over year to year
• Paid Holidays – 12 days plus three partial days
• Annual performance merit increases
• Professional and personal development programs, including educational grants up to $2k per year and step progression opportunities
• Annual discretionary bonus
• Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.

Job Summary

Oversee the helpdesk and field support functions for OCCU. You will play a crucial role on the technology management team to formalize internal processes, provide growth and direction to team members, ensure adherence to policies and drive utilization of support tools to ensure the highest level of customer service and the most efficient user experience. Ideal candidates will approach every situation with the associate (user) in mind.

Role and Responsibilities

Day to day management and monitoring of all support requests and projects

• Oversight of ticketing system and resources
• Summary and event reporting
• Escalation and root cause analysis
• Trend analysis for patter recognition, collaboration with engineering and application teams to remediate systematic issues
• Helps support and implement IT best practices based on ITIL principles
• Lead the Service Desk and Field Support teams in the delivery of assigned projects
• Establish and maintain standards for internal (knowledgebase) and external (self-service guides) documentation

Participate and lead all support activities

• Serve as an escalation point for all requests
• Serve as the primary contact between functional teams within the larger technology group
• Monitor key metrics and take corrective actions as needed
• Lead training exercises with colleagues (service desk/field support team)

Associate Development

• Define and drive associate development plans
• Draft and deliver reviews, goals and coaching sessions
• Participation in and occasional leading of cross training exercises with colleagues

Associate Expectations

• Consistently practices the Service Philosophy of “Put People First” exercising the Connect, Discover, Deliver & Wow components in every encounter with internal and external members, creating extraordinary experiences.
• Cross sells and promotes credit union products and services as opportunities arise.
• Exhibits the Leaders at All Levels concept of Leading yourself, Leading Up, Leading across Teams, and Leading the Team.
• Utilize personal Strengths to contribute to the Team and the Credit Union success, and exercise awareness of, and utilizes the strengths of others.
• Possesses knowledge of, and complies with Bank Secrecy Act (BSA), monitoring and reporting suspicious activity and completing Currency Transactions Reports (CTRs) when appropriate.
• Effectively conveys information. Communicates with immediate supervisor and the team keeping others advised of progress and/or situations.
• Displays behavior that matches the value of Mutual Respect by relating favorably at all levels within the organization.
• Supports and contributes to the credit union’s strategic plan, mission, vision, and values.
• Maintains good housekeeping, safety and security measures.
• Displays professional appearance.
• Utilizes stress in a productive manner and works well under pressure.
• Cooperates with supervisor and with other credit union associates. Projects good will and a positive credit union image.
• Complies with all Orange County’s Credit Union policies, service standards, safety standards, procedural guidelines, and regulatory compliance, and completes all assigned training.
• Has regular and predictable attendance which is essential.
• Cares for equipment and follows proper guidelines for use.

Other Duties

The preceding functions have been provided as examples of the types of work performed by associates assigned to this job classification. Credit Union Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified associates can perform the essential functions of the job.

Performs other work-related duties as assigned.

May be a disaster recovery team member or take directives from a disaster team recovery member.

Qualifications and Education Requirements

A qualified candidate will have at least 3 years’ experience in a similar role, managing the support function for a technology group. Individuals should also possess a working knowledge of the following technologies as well be able to learn new technologies as they are introduced into the environment:

• Windows Client Operating systems
• Common web services (intranet, O365, etc.)
• Standard user environment (File shares, Print, MS Office)
• Familiarity with ITIL principles a plus

Candidates should have completed a BS in computer science, engineering or related subject.

Knowledge/Skills/Abilities

• Thorough understanding of state and federal regulations as they relate to technology in a financial service provider
• Ability to learn and adapt to new technologies as they are introduced into the environment
• Knowledge of credit union rules, regulations, and policies.
• Effective communication skills both verbally and in writing and excellent telephone manner, with strong presentation skills
• Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
• Must have personal computer skills and be proficient with Microsoft programs at an intermediate skill level.
• Ability to accurately perform mathematical calculations.
• Ability to create and maintain accurate reliable records.
• Requires good memory, knowledge retention skills and ability to multi-task, prioritize projects and duties effectively.
• Requires excellent follow-through skills, member relations skills, and sound business judgment.
• Ability to interface in with others in a positive and professional manner.
• Goal-oriented with a desire to work in a fast-paced and results-driven environment.
• Demonstrates ability to work independently and be self-directed when necessary as well as the ability to work and accomplish goals in a team environment

Physical and Environmental Elements

• Vision sufficient to read instructions, procedures, source documents, reports, files, and information on video display terminals.
• Manual dexterity to write and operate a variety of office equipment, including a personal computer.
• Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
• Body mobility to move to and from different work areas to access materials to perform the essential functions.
• Ability to bend and stoop to reach files/shelves including the strength to lift and carry materials up to 20 pounds, also to pull and push open file cabinet drawers. Ability to sit or stand for prolonged periods of time.
• Position may require working evenings, Saturdays, weekends, and early mornings.

The targeted hourly range is $45.68 - $53.00. Final offer will be determined based on experience, education, training/certifications and specialized skills.

We perform thorough background checks, credit checks and pre-employment drug screening. EOE