IT Support Specialist II

As an IT Support Specialist II, you will be responsible for providing first point of contact IT support services to internal staff as well as investigate and resolve escalated software and hardware issues from various internal users. Accountable for supporting enterprise technology including hardware, software, telephones, printers, audio/video, etc. Ensure that resolutions to technical issues are resolved quickly, efficiently, and securely.

Perform in-person or remote troubleshooting and provide resolutions for system malfunctions using diagnostic techniques and problem solving skills. Assist with project management, project implementation, system access management, and administrative duties. May perform backup duties for LAN/WAN server and network administration.

Direct Reports:
None

HOW YOU WILL MAKE AN IMPACT

20% Provides effective technical support to internal staff for computer systems, hardware, and software issues that arise, consulting with or escalating to other technicians when appropriate, and providing timely responses to ensure issues are fully resolved and resolutions are communicated appropriately. Actively recognizes common issues and determines root causes of original problems with hardware and software. Ensure all security measures, Anti Virus, Firewall, IDS, web and email filters, scanner, etc.

are functioning properly and maintain knowledge and awareness of existing and emerging cybersecurity best practices.

10% Install, configure, maintain, and troubleshoot new and existing technology as needed. Uses problem solving skills to troubleshoot hardware and software issues as they arise. Creates and maintains departmental documentation, including resolutions to common issues and departmental operating procedures.

10% Provides exceptional technical support and troubleshooting for various technology to include, but not limited to, smart phones, tablets, and video conference and other defined technology. Provides escalated support for PC, laptop, telephony, and mobile devices.

10% Researches and recommends new hardware, software or technology that could be beneficial to the organization. Collaborates with IT Leadership to recognize areas of technology where enhancement opportunities exist and recommends applicable methods of implementation.

10% Assist IT Leadership in identifying, coordinating, and conducting credit union staff training as directed to meet needs, maintaining competency and effectiveness of service to members. Assist IT Leadership in the development and execution of training programs to ensure the proper development of IT Technical Support Specialists.

10% Works on enterprise, cross-functional, and departmental projects as assigned by IT Leadership.

10% Assists with development and maintenance of required departmental reports.

5% Maintains inventory of all credit union owned hardware, and software deployed to staff.

5% Act as liaison to third party vendors and service providers as needed. Other duties as assigned by IT Leadership.

5% Provide mentoring, coaching, and training to junior level IT Technical Support Specialists and communication regarding any new or updated policies and procedures. Completes all IT related training.

5% Effectively engages in high level, self-directed time management and prioritization of workload.

-- Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

3+ years' work experience in an IT support role required. Understanding of Wired, Wireless and VPN network basics, and knowledge of IT Service Management processes in an enterprise environment preferred. Experience with creation and adjustment of a Windows system image using Sysprep and Windows Automated Deployment Kit tools; PC imaging software and enterprise remote configuration, support, and deployment tools;
Windows Server tools to include, but not limited to, Active Directory, Exchange, DNS, DHCP, and Group Policy Management in an enterprise environment; basic knowledge of enterprise anti-virus solutions and windows file server maintenance, support, and permissions. iPad, iPhone, Android, LTE Hotspot and other wireless device setup and support experience preferred.

Education / Certifications / Licenses

A High School Diploma or equivalent. A+ and Net+ Certifications are also required. Must have valid driver’s license.

PREFERRED SKILLS

• Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments.
• Professional level of verbal and written communication skills are essential to the position.
• Ability to evaluate technical issues and different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems.
• Demonstrated ability to plan and prioritize work to meet commitments by breaking down…