Description

Job Title: IT Support Specialist Department: Information Technology

Reports to: Director of Information Technology Classification: Non-Exempt

Job Summary:

Responsible for computer hardware and software installations, maintenance, and disposal. Provides technical support to users. Answers users' questions and ensures that they are capable of fully utilizing established systems. Troubleshoots and resolves hardware and software problems. Notifies supervisor of significant problems and recurring errors in operations. 

Positions Supervised:

• None

Duties/Responsibilities:

• Assumes responsibility for timely and effective hardware and software installation and maintenance.
• Sets up and installs hardware and software according to procedures.
• Maintains, modifies, and enhances systems as needed.
• Tests system solutions performance. Diagnoses and resolves operating problems.
• Maintains systems' integrity and performance.
• Maintains documentation and inventory of systems.
• Assumes responsibility for establishing and maintaining excellent communication and working relations with users.
• Responds to users' requests and follows through promptly.
• Resolves problems and concerns. Provides assistance, support, and training to users as needed. Ensures that systems meet users' requirements and installations are completed in a timely manner.
• Updates and informs users of causes for problems, project status, and deadlines.
• Acts as a consultant and resource to users.
• Assumes responsibility for establishing and maintaining effective systems to ensure the availability, security, and usability of systems for all users.
• Utilizes Antivirus system. Deploys software, reviews, and responds to reports and creates policies to ensure the security and functionality of systems.
• Assist with the administration of the phone system to ensure functionalities for all users.
• Utilize Automate system. Ensure timely Windows and third-party patch application, deploy software, and perform audits and follow-up.
• Assist with the ongoing maintenance of Woogle modules as requested.
• Develops IT procedures and knowledge articles for future reference and problem solving.
• Prepare computers for deployment to new and existing users.
• Produces daily, weekly and monthly reports as required. 
• Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with area staff and with management.
• Keeps management informed of significant problems and of progress with established objectives. Provides recommendations for more effective programs and future equipment needs. Suggests related procedural changes.
• Assists and supports Information Systems personnel as needed.
• Attends and participates in meetings and committees as required.
• Assumes responsibility for related duties as required or assigned.
• Stays informed of changes in computer technology and programs.
• Ensures that work area is clean, secure, and well-maintained.
• Completes special projects as assigned.

Performance Measurements:

• Hardware and software installations and maintenance are completed effectively and timely. Problems are readily identified and resolved.
• Systems are maintained, updated, and patched to ensure functionality and availability for all users.
• Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
• Develop and maintain good working relations with users. Users' concerns are promptly addressed, and problems effectively resolved.
• Required reports and documentation are complete, accurate, and timely.
• Management is appropriately informed of area activities and of any significant or recurring problems.
• Good working relations exist with Information Systems personnel. Support and direction are provided as needed.

Required Skills/Abilities:

• Able to work well independently.
• Good critical thinking skills.
• Solid communication skills.
• Understanding of computer hardware and software.
• Knowledge of Credit Union program applications.
• Thorough understanding of basic IT security principles.
• Ability to assist and train others.

Education and Experience:

• Associate degree in related field and equivalent experience preferred.
• One year of experience working in a related position.

Physical 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 require using the 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.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________