IT Support Specialist

Position Title:

IT Support Specialist

Reports To:

IT Support Manager

Basic Function:

The IT Support Specialist is part of a team supporting the credit unions daily technology requests and challenges, along with specialized support to proprietary systems and applications.

Responsibilities: 

• Process and handle technology support requests, while prioritizing and managing multiple tickets.
• User account setup and maintenance within Active Directory, O365, and proprietary systems.
• Provide IT support through various methods such as email, chat, phone, and onsite.
• Create detailed work logs and process documentation in ticketing system.
• Perform system deployments ranging from single users to organization wide rollouts.
• Perform moves/add/changes to systems across all departments and branches.
• Make recommendations to refine processes and efficiency standards.
• Maintain inventory of assets and surplus equipment.
• Support configuration and maintenance to a vast array of specialized and dynamic systems.
• Make recommendations to address system deficiencies. 
• Able to work in a fast paced, real-time, and collaborative team environment.
• Able to work independently with excellent attention to detail.
• Perform root cause analysis.
• Ensure security and privacy of data, networks, and computer systems. 
• Provide orientation and guidance to users on how to operate hardware and software.
• Organize and schedule upgrades and maintenance to assigned systems. 
• Create and update technical documentation/procedures. 
• Research, evaluate and recommend new technologies and improvements. 
• Keep CIO informed on situations, tasks, and progress of deliverables.
• Participate in rotating on call responsibilities.
• Adheres to all Red River Employees Federal Credit Union policies and procedures.
• Performs other related duties as assigned.

Qualifications:

• Two or more years of work experience in an information technology position. A college degree may be supplemented for experience.
• High school diploma or the equivalent. Degree in technology and/or IT certifications.
• Friendly, cheerful, and patient individual with good coaching skills. 
• Must be a team player, while being able to work independently. 
• Have a technical and logical thought process. Able to translate technical concepts into layman’s terms. Problem-solving skills with minimal guidance. 
• Proficient computer skills and use of standard office equipment.
• Ability to stick to strict deadlines. Able to prioritize and complete tasks. 
• Must be highly attentive to detail. 
• Exceptional communication skills.
• Ability to meet, speak, and deal effectively with people, being professional always.
• Must maintain a neat and professional appearance.
• While the following list is not exhaustive and may be supplemented, identified physical requirements include the ability to operate normal office equipment, some lifting, not to exceed 50 pounds, and installation of office equipment in areas that may require climbing or working underneath desks.
• Ability to follow the core values of Team-Focused, Excellence, Authenticity, and Leading in Innovation.