Technical Support Specialist

Job Description:

SUMMARY:

Responds to and resolves technical help desk requests received from users, including hardware, software and communications issues.  Assists the IT staff in managing the network, communications and other day-to-day technical activities.

SPECIFIC DUTIES:

1. Serves as primary support for computer users by answering, evaluating, and prioritizing requests for assistance from employees experiencing problems with hardware, software, networking, telephone and other computer-related technologies. Uses the help desk ticketing system to document problems or requests, troubleshooting steps taken and problem resolutions.
2. Ensures proper operation of and access to print services, file services, instant messaging, email, Internet access and other services, systems or networks required by Credit Union employees.
3. Installs various hardware products, including desktops, laptops, printers and scanners. Repairs as necessary and works closely with service vendors to ensure continuity of service. Maintains proper documentation on hardware installation, service and repairs.
4. Installs software products, updates and patches on computers and servers. Maintains proper documentation on software licensing, installation, troubleshooting and updates.
5. Performs routine network maintenance tasks, including server and computer backups, security patches and hardware and software maintenance to maintain the integrity and security of the Credit Union’s technology infrastructure.
6. Management of the Credit Union’s mobile phones and tablets.
7. Uses the inventory record keeping system for computer equipment, peripherals, mobile devices, software and consumables.
8. Creates and appropriate network and system documentation and procedures.
9. Administers the phone systems.
10. Keeps abreast of hardware, software and security developments. Recommends new technologies that enhance the efficiency and security of the network infrastructure.

MINIMUM REQUIREMENTS:

1. Associate degree in computer science or equivalent experience.
2. Experience and knowledge of Microsoft Windows 10 and 11.
3. Experience and knowledge using Microsoft Office 2016 and newer programs, including Outlook, Word and Excel.
4. Experience with Ivanti Neurons for DEX, or equivalent experience with programs that involve patching and asset inventory.
5. Experience with Crowdstrike or equivalent Endpoint/Anti-Virus reporting software.
6. General knowledge of network security issues including firewalls, anti-virus systems, backup systems and authentication systems.