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Interra Credit Union · 1 day ago

IT Support Specialist II

Goshen, IN

Full-time

Onsite

Mid Level

3+ years exp

Interra Credit Union is seeking an IT Support Specialist II who will provide first point of contact IT support services to internal staff. The role involves troubleshooting and resolving escalated software and hardware issues while supporting enterprise technology and assisting with project management and training programs.

Financial Services

Responsibilities

Provides effective technical support to internal staff for computer systems, hardware, and software issues that arise, consulting with or escalating to other technicians when appropriate, and providing timely responses to ensure issues are fully resolved and resolutions are communicated appropriately

Actively recognizes common issues and determines root causes of original problems with hardware and software

Ensure all security measures, AntiVirus, Firewall, IDS, web and email filters, scanner, etc. are functioning properly and maintain knowledge and awareness of existing and emerging cybersecurity best practices

Install, configure, maintain, and troubleshoot new and existing technology as needed

Uses problem solving skills to troubleshoot hardware and software issues as they arise

Creates and maintains departmental documentation, including resolutions to common issues and departmental operating procedures

Provides exceptional technical support and troubleshooting for various technology to include, but not limited to, smart phones, tablets, and video conference and other defined technology

Provides escalated support for PC, laptop, telephony, and mobile devices

Researches and recommends new hardware, software or technology that could be beneficial to the organization

Collaborates with IT Leadership to recognize areas of technology where enhancement opportunities exist and recommends applicable methods of implementation

Assist IT Leadership in identifying, coordinating, and conducting credit union staff training as directed to meet needs, maintaining competency and effectiveness of service to members

Assist IT Leadership in the development and execution of training programs to ensure the proper development of IT Technical Support Specialists

Works on enterprise, cross-functional, and departmental projects as assigned by IT Leadership

Assists with development and maintenance of required departmental reports

Maintains inventory of all credit union owned hardware, and software deployed to staff

Act as liaison to third party vendors and service providers as needed

Provide mentoring, coaching, and training to junior level IT Technical Support Specialists and communication regarding any new or updated policies and procedures

Completes all IT related training

Effectively engages in high level, self-directed time management and prioritization of workload

Qualification

IT SupportWindows ServerA+ CertificationNetwork BasicsSysprepActive DirectoryProblem SolvingCommunication SkillsTeamworkTime Management

Required

3+ years' work experience in an IT support role required

A High School Diploma or equivalent

A+ and Net+ Certifications are also required

Must have valid driver's license

Preferred

Understanding of Wired, Wireless and VPN network basics, and knowledge of IT Service Management processes in an enterprise environment preferred

Experience with creation and adjustment of a Windows system image using Sysprep and Windows Automated Deployment Kit tools; PC imaging software and enterprise remote configuration, support, and deployment tools; Windows Server tools to include, but not limited to, Active Directory, Exchange, DNS, DHCP, and Group Policy Management in an enterprise environment; basic knowledge of enterprise anti-virus solutions and windows file server maintenance, support, and permissions

iPad, iPhone, Android, LTE Hotspot and other wireless device setup and support experience preferred

Must be able to work in a team environment with the ability to interact in a positive manner with peers, management, and other departments

Professional level of verbal and written communication skills are essential to the position

Ability to evaluate technical issues and different solution options by asking the right questions and acquiring data from multiple and diverse sources when solving problems

Demonstrated ability to plan and prioritize work to meet commitments by breaking down objectives into appropriate actions and anticipate and adjust plans as needed

Demonstrates a current knowledge of Credit Union philosophy, history, organizational standards, policies, and procedures

Ability to provide world class member service while executing Interra's vision, mission, and delivery of Core Values