The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.This role provides operational coordination and administrative support for the IT Department, along with front-line support for basic technology requests. Working under the direction of the IT Manager, the Coordinator manages recurring operational activities related to technology purchasing, asset tracking, vendor and software renewals, departmental records, reporting, audit documentation, and IT onboarding and offboarding activities. The position also serves as an initial point of contact for technology support requests, resolving basic issues and appropriately escalating more complex technical or security-related concerns. This role helps ensure IT operational processes are accurate, organized, timely, and consistently executed. Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state:
- I will provide an immediate and friendly greeting.
- I will service you with a smile.
- I will address you by name.
- I will give you my full attention.
- I will make recommendations to improve your financial well-being.
- I will treat you with courtesy and respect.
- I will thank you for your business.
- I will respond to messages before the end of the day.
ESSENTIAL FUNCTIONS
To perform this job successfully, an individual mustsatisfactorily perform each essential duty.
- Serve as first point of contact for helpdesk calls, triaging requests and resolving basic issues.
- Perform approved password resets, account unlocks, and self-service reset assistance after verifying employee identity per established security procedures.
- Escalate complex technical issues and security concerns to authorized IT personnel.
- Gather, organize, and maintain IT audit, compliance, and internal control documentation.
- Coordinate with team to support audits, examinations, and documentation requests.
- Maintain centralized records for vendor contracts, software licensing and subscriptions, and maintenance agreements.
- Assist with approved vendor contract and license renewals.
- Maintain accurate hardware and software inventory records, including assignments, serial numbers, locations, warranties, license counts, and replacement schedules.
- Provide administrative support to the IT Manager and CIO, including coordinating meetings, preparing materials, and following up on action items.
- Coordinate IT onboarding and offboarding logistics, including equipment readiness, return, in accordance with established security procedures.
- Generate and distribute established recurring reports and operational summaries on schedule, using approved procedures, templates, and reporting tools.
- Understand and support the Credit Union's security policies and standards.
- Meet established expectations.
- Maintain a positive and cooperative when working with team members and members.
- Maintain confidentiality by avoiding unauthorized disclosure of member information.
- Ability to be bonded.
- Ability to clear credit and criminal history background check.
- Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
- Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.
DUTIES & RESPONSIBILITIES
The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.
- Assist with updating SharePoint content and document updates.
- Monitor renewal dates and communicate upcoming deadlines to IT leadership.
- Conduct physical inventory verification and reconciliation and coordinate approved equipment disposals with IT for secure data destruction.
- Gather and compile information requested by the IT Manager, CIO, and other authorized leaders, coordinating with Data/BI and other departments as needed.
- Document account assistance requests in the IT ticketing system.
- Track assigned documentation requests and deadlines.
- Identify opportunities to improve administrative efficiency through standardized processes and approved automation tools.
- Obtain renewal quotes and support documentation.
- Follow up with vendors on routine administrative requests.
- Track orders, deliveries, and invoices, working to ensure accurate and timely processing.
- Coordinate replacement purchases based on established equipment lifecycle schedules.
- Coordinate equipment receiving, labeling, and transfers.
- Maintain department records, calendars, documentation, procedures, and SharePoint content.
- Support departmental budget tracking.
- Coordinate conference, seminar, workshop, and training registrations for IT team members, including approved travel and lodging arrangements.
- Maintain training calendars and registration records.
- Track IT team member certifications and renewal requirements to support compliance and audit readiness.
- Monitor training expenses, maintain supporting documentation, and coordinate with training providers as needed.
QUALIFICATIONS & EXPECTATIONS
The requirements listed below are representative of the expectations of the person performing this job.
- Maintain a positive and cooperative approach towards work and working with co-workers and members.
- Service focused behavior with strong commitment to excellence.
- Excellent organizational skills and attention to detail.
- Strong initiative and ability to anticipate recurring operational needs.
- Ability to assess difficult situations and remain calm under pressure.
- Ability to maintain accurate spreadsheets, records, and tracking systems.
- Basic understanding of technology equipment, software, and IT terminology.
- Ability to learn new applications and follow documented procedures.
- Sound judgment, professionalism, and discretion when handling sensitive information.
- Accurate, detailed self-starter who can exercise independent judgement and make sound decisions.
- Strong time management skills and the flexibility to handle deadlines and a variety of daily tasks.
- Ability to work autonomously and as part of a team with minimal supervision.
- Possess excellent listening, clear verbal, and professional written communication skills.
PHYSICAL REQUIRMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to lift up to 50 pounds.
- Able to sit or stand for 2-4 hours at a time.
- Occasionally required to stoop, kneel, crouch or crawl and climb stairs.
WORK ENVIRONMENT
- Onsite work within the credit union or related facilities.
- Must maintain a neat and orderly work area.
- Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.
EDUCATION & EXPERIENCE
- High school graduate or equivalent, required.
- Associate degree in Business Administration, Information Technology, or a related field, preferred.
- Two or more years of experience in administrative support, office operations, purchasing, inventory management, technology support, or a related field, preferred.
- Proficiency in Microsoft 365 applications, including Outlook, Excel, Word, and Teams, required.
- Previous financial institution experience, preferred.
- Experience with technology purchasing, vendor renewals, inventory tracking, or software licensing, preferred.
- Familiarity with SharePoint, Microsoft Lists, Power Automate, or similar productivity tools, preferred.
- Familiarity with IT ticketing systems and basic technical support procedures, preferred.
INTENT AND FUNCTION OF POSITION DESCRIPTIONS
All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate