IT Specialist

Position Title:

IT Specialist Department:

IT Classification:

Hourly Position Purpose Responsible for performing technical help desk support to all users. Maintains, upgrades, and repairs credit union equipment. Loans and verifies software, tracks and resolves equipment problems, and assists with licensing and inventory control. Provides professional services at all levels of operation. Assists and supports area personnel and promotes a team environment. Keeps management well informed of area activities and maintains all related records. Essential Functions and Duties 1) Effectively Provides Technical Support for All Users a. Receives and prioritizes calls, emails, and help desk tickets from users. b. Assigns tasks to appropriate trouble tickets and ensures that all problems are tracked, measured, resolved, and verified. c. Provides first-line support answering technical questions and providing resolutions to problems. d. Provides information to all users regarding system status, operability, proper equipment use, and printer functions. e. Maintains, upgrades, and repairs credit union equipment for all systems. f. Loans and verifies software and checks for correct operations. g. Completes hardware and software licensing functions and assists with inventory management. 2) Establishes and Maintains Business Relationships a. Tracks and resolves problems promptly and effectively, ensuring optimal service. b. Obtains and conveys information to management as needed. Logs all problems and cause and resolution information. c. Notifies all parties when tickets are opened and closed. d. Tracks and records resolutions of problems for future reference, training, and reporting. e. Promotes strong member assistance and learning. f. Ensures that the credit union's professional reputation is maintained. g. Keeps management informed of area activities and of any significant problems. h. Updates technical skills as required. Competency Measurements 1) Equipment installations and maintenance are completed effectively and timely. 2) Assigned tasks and functions are completed in accordance with credit union standards, policies, and procedures. 3) Good working relationships exist with users. Concerns are promptly addressed and problems efficiently resolved. 4) Required reports and documentation are complete and current. 5) Management is appropriately informed of area activities and of any significant or recurring problems. 6) Good working relationships exists with IT personnel and MSP.

Qualifications Education:

Associate's Degree in Computer Science, Information Technology, or related field or equivalent experience and training in computer hardware, software, and basic networking.

Experience:

Two to three years experience of related software and hardware experience.

Knowledge, Skills, and Abilities:

Understanding of PC hardware. Knowledge of program applications. Knowledge of credit union products and services. Good problem solving skills. Ability to assist and train others.

Physical Activities and Requirements Talking:

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:

Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion:

Movements frequently and regularly required using wrists, hands, and/or fingers.

Average Visual Abilities:

Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength:

Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Pay:

$23.00 - $24.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Vision insurance

Work Location:

In person