ITM Services Support I

We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

 

When you join the Meritrust team, your benefits will include:

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid-time-off
• 12 paid holidays
• Annual bonus (discretionary bonus based on achievement of organizational scorecard results)
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

What sets working for Meritrust apart?

• Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
• Supportive and engaging work environment.
• A wellness and sustainable work culture that puts family, Mother Nature, our community, and your health first.
• A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.
• Studies have shown that individuals from marginalized and or historically underrepresented groups may be less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job. We would encourage you to apply for a job at Meritrust Credit Union, even if you don’t meet every one of our qualifications listed.

This is a full-time position working 40 hours a week, Monday-Friday 8:00am - 5:00pm.

POSITION SUMMARY

The ITM Services Support I/II position is responsible for maintaining our ITM/ATMs digital and operational services across the organization. This position is responsible for managing day-to-day operations of our ITM fleet as well as implementing new digital ITM tools and features, ensuring optimal member experience. This role serves as a subject matter expert, assisting with system integrations, vendor relationships, testing, training and troubleshooting to drive innovation and digital growth.

 

ESSENTIAL FUNCTIONS

• Provide first-level technical support for Interactive Teller Machine (ITM) systems using an industry-standard ticketing system.
• Deliver both on-site and remote support, coordinating with internal teams and third-party vendors to resolve issues and maintain system performance.
• Serve as the primary liaison with ITM vendors, managing installations, upgrades, maintenance, and issue resolution.
• Monitor ITM system performance and availability to ensure optimal uptime, usability, and a positive member experience.
• Perform and support testing, deployment, and quality assurance of ITM upgrades, patches, and new features.
• Track, manage, and maintain ITM assets, including hardware, software, and licensing inventories.
• Develop and maintain ITM documentation, procedures, and support resources.
• Manage and communicate operational issues, including system, security, and cash-related concerns, ensuring timely resolution.
• Participates on a Project Management team, supporting initiatives related to ITM installations, relocations, and decommissions, including planning and execution for new branch deployments.
• Provide training and onboarding support for Technology Services staff to enhance ITM support capabilities.
• Collaborate with the Technology Services team to support service continuity and issue resolution across the Infrastructure & Operations function.
• Travel locally on a regular, weekly basis to support ITM operations and service needs.
• Perform other duties as assigned.

QUALIFICATIONS

 

EDUCATION/CERTIFICATION

• Associates degree or combination of education and commensurate professional experience preferred.
• Relevant certifications (e.g., Digital Banking Certification, ITIL Foundation, or CompTIA certifications) are a plus.

 

REQUIRED KNOWLEDGE

• Demonstrated understanding of ITM hardware and software.
• In-depth understanding of digital banking platforms and trends.
• Knowledge of digital payment systems and financial technology solutions.
• Familiarity with core banking systems and APIs.
• Familiarity with ticketing systems and help desk software.
• Knowledge of common office software and productivity tools.
• General understanding of compliance requirements related to digital services (Reg E, BSA/AML, etc.).
• Basic knowledge of the Credit Union industry a plus.

 

EXPERIENCE REQUIRED

• 2+ years of experience in IT support, digital banking or financial services, preferably in a credit union or banking environment.
• Experience supporting or managing digital platforms (e.g., mobile apps, online banking systems).
• Experience with core banking systems (e.g., Fiserv, Symitar, Corelation) is highly desirable.
• Experience working with vendors and cross-functional teams.
• Experience with remote support tools a plus
• Prior involvement in system implementations or technology upgrades preferred.

 

HARD/TECHNICAL SKILLS/ABILITIES

• Humility, empathy, hunger to learn, honesty, integrity, and transparency are required at all times.
• Strong verbal, writing, and listening skills.
• Strong technical troubleshooting and problem-solving skills.
• Time management and multitasking abilities.
• Proficiency in Microsoft Office, especially Excel and Teams.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and project management tools.
• Ability to write and maintain support documentation and process workflows.
• Comfortable with basic data analysis and reporting.
• Excellent verbal and written communication skills, including the ability to explain technical issues in plain language.
• Strong organizational skills and the ability to manage multiple projects simultaneously.
• Ability to work independently and as part of a collaborative team.

 

WORKING CONDITIONS

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 50 lbs.

 

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

 

Final Compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

 

We anticipate this position to close within 30 days of posting. Please submit your application at your earliest convenience to be considered.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Meritrust Credit Union, we encourage you to apply! 

 

Thank you for your interest in Meritrust Credit Union.