Job Description

Job Description

Job Description

Who is UFS?

UFS is the community bank technology outfitter that inspires confidence for community banks, by providing purpose-built solutions that make technology work for them, instead of the other way around.

Founded in 1991, our purpose is to Empower Community Banks and Our People to Thrive – Together. We live that Purpose by always putting people first in our decisions and actions.

Our engaged culture is strongly influenced by the passion our team members bring while serving Community Banks and their communities. We believe in encouraging confidence in each other and delivering solutions that make our customers confident with us. To that end we seek out problem solvers, creative thinkers and engaged individuals that thrive in a fast-paced yet supportive environment.

We believe engaged employees lead to loyal customers, which in turn drives results for our business. We are caring, intense, and approachable, and have a lot of fun along the way.

Summary

UFS empowers community banks and our people to thrive – together. We are a growing company of passionate, talented and driven individuals who care deeply for one another and our customers. As part of a diverse and skilled Service Delivery Team, you will be tasked with providing support for UFS clients. The Junior Support Analyst position is an entry-level position that works with Support Analysts and Engineers to review, plan and evaluate computing systems, provides first-level technical support.

Knowledge and Skills

A qualified individual will possess the following:

• Driven, results-oriented individual with a desire for continuous skill improvement
• A proactive self-starter with strong ownership and responsibility traits
• Excellent communication, organizational skills, and strong interpersonal skills
• Respect differing opinions and earn the respect of others
• Enjoy working in a team-oriented, collaborative environment
• Strong analytical, creative problem-solving and troubleshooting abilities
• Motivated, curious and independent learner with a strong sense of ownership and accountability
• Ability to work effectively with deadline requirements
• Ability to excel in a fast-paced, customer-centric environment with a focus on accuracy and details
• Effective time-management, prioritization and scheduling skills
• Take ownership of customers issues and follow problems through to resolution
• to our Purpose of Empowering Community Banks and our People to Thrive – Together

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities.

• Provide Support by investigating user problems and identifying problem sources to determine possible solutions
• Perform system tests and implement solutions as needed
• Maintain confidentiality regarding the information being processed, stored or accessed by the end-users on the network
• Provide quality assurance on installed products
• Develop technical skills and stay abreast of changing technologies to provide exceptional service to clients
• Meet all requirements of the established certification track for career development
• Respond to customer tickets as they are submitted
• Respond to tickets as they come in from monitoring software
• Assist with the troubleshooting of new hardware for customers
• Advise customers on best practices when requests are made for configuration changes
• Train on new technologies
• Study for certifications
• Write documentation for new issues that may be found in a customer environment
• Other duties as assigned

Education and/or Experience

• 1 year of experience in a technical support environment preferred
• Cisco, Microsoft or other related certifications are a plus
• VMWare experience preferred
• Experience within the financial services industry is a plus

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or touch objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical office environment
• Travel 0 - 20%
• Occasional on-call or work outside normal business hours, as directed by team lead

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