Position Summary

The position of Technical Support Specialist II is established to provide second level PC and application support to both branches and administrative staff. In addition, the position is responsible for application installation and upgrades, remote PC management, VOIP handset configuration, and some network and server administration. This position works closely with the level 1 Help Desk staff as well as other IT departments for problem resolution. It is responsible for maintaining service level agreements set by the organization for IT problem resolution.

Essential Duties and Responsibilities

• Provide tier-two technical support to all departments and branch offices.
• Troubleshoot computer hardware and software.
• Setup and configure new PCs, printers, network hardware, etc.
• Install and configure software applications utilizing endpoint management solution. (Experience with KACE a plus).
• Active Directory administration, management and monitoring .
• Assist with installation of network equipment at branches and remote locations.
• Establish documentation of software installation and configuration.
• Work with vendors to obtain quotes and make purchases as requested.
• Routine inventory/license control.
• Telecom duties including system administration tasks such as activating phones, setting up users and agents, configuring queues and extensions, and monitoring performance.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Other Duties & Responsibilities

• Perform special projects as assigned.
• On Call duties as needed.
• Routine travel.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills):

• Bachelor’s degree in a technical discipline, such as Information Systems, or equivalent experience.
• MCP, Network , Security , or equivalent certification or experience.
• Experience with Windows desktops and servers, Active Directory Administration, Exchange, MS Office, and Visio.
• 2 years’ experience in heterogeneous network environment preferred.
• Experience with VOIP phone system administration.
• Ability to multi-task.
• Good organizational skills.
• Good verbal and written communication skills.