Information Technology - IT Support Specialist 1

Under the supervision of the IT Support Manager, the purpose of the IT Support Specialist is to ensure effective support to the end users primarily by handling first tier IT and Network support and escalating issues when necessary and verifying that PC and peripheral related documentation is up-to-date.  With a strong customer focus, the IT Support Specialist provides technical software, hardware and network problem resolution to co-workers by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner.

Provides desk-side, and walk-around support, as well as formal, informal, and one-on-one training.

Assist Network Technicians and troubleshoot network printer problems.

Conduct hardware and software inventory maintenance and reporting and perform other related work as required.

The IT Support Specialist is also responsible for working on projects that range from setting up new users to implementing new technologies company wide.

This position requires reliable transportation, with a valid driver’s license.

Responsibilities:


* Perform 1st tier support, perform basic troubleshooting of hardware and software issues, ensure availability of basic reports, field help desk calls, resolve service requests and vendor cases and escalate tier 1 calls to appropriate personnel when required.


* Deployment of new hardware & software technologies, maintain PC & peripheral documentation, coordinate moves, adds and changes.


* Identify and implement process improvements through the use of technology/automation


* Coordinate repair, replacement and/or disposal of PC’s and peripherals


* Works with third party vendors, as needed, to assist in resolving problems, requests and enhancements


* Procures department supplies as well as maintains & updates physical inventory of hardware and software


* Treats all co-workers and members with respect.


* Supports and participates in continuous improvement activities.


* Represents the Credit Union in a positive and professional manner.


* Other related duties as assigned.


* Maintains member and other sensitive information with confidentiality.

Qualifications: 


* Experience maintaining and troubleshooting desktop hardware, operating systems, application software and peripherals


* Experience supporting end users on the proper use of applications or hardware


* Experience with documenting and writing technical procedures


* Experience supporting users via phone


* Setting up and configuring operating systems and applications, computers and printers.


* Resetting passwords, mapping network resources, adding printers and installing drivers


* Familiar with network connectivity, IP addresses, using remote desktop


* 1-2+ years experience working in an IT capacity supporting end users and maintaining IT equipment preferred 


* Fami...