IT Support Specialist

DBQ Operations | Voices
Dubuque, IA 52001, USA

The IT Support Specialist monitors escalated tickets from the Help Desk and maintain knowledgebase systems. This position works with vendors and internal staff to assist in problem solving.

• Demonstrates Dupaco Values:
  Rooted In Trust, Empathetic Understanding, Strengthening Relationships, Advocate for All and Invest in You

What you’ll be doing:

• Provide quality service to members, potential members and coworkers.
• Demonstrate teamwork and professionalism in all interactions with coworkers.
• Promote a professional image of the credit union at all times.
• Answer employee phone calls to help troubleshoot issues.
• Monitor escalated tickets from Helpdesk and work with other IT staff and third-party vendors for basic support to resolve issues in a timely manner.
• Monitor and track reoccurring issues, potential fixes or workarounds to IT Support Supervisors and provide suggestions for improving efficacy for Dupaco overall.
• Improve knowledge of basic Dupaco’s IT systems and their functions by working with Senior Support Specialists and IT Infrastructure team.
• Attend weekly IT meetings to discuss known issues and provide suggestions for improvements.
• Create, update, and remove employee logins as requested.
• Maintain communication with other departments who assist with troubleshooting issues.
• Provide end user support for all software applications and end user hardware (ex. desktop terminal, monitors, etc.).
• Assist with equipment setups as needed.
• Make necessary recommendations to IT Support Specialist Supervisor for improvement to infrastructure systems and applications.
• Serve as back up to the internal Help Desk as needed.

What you’ll need:

• Associate’s degree in related field or equivalent experience.
• Ability to trouble shoot and solve complex problems.
• Strong interpersonal and communication (verbal & written) skills.

Intermediate

Some Knowledge

Considered a thought leader on a subject

Inspired to perform without outside help

Inspired to perform well by the ability to contribute to the success of a project or the organization

Associates or better in Information Technology or related field.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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