IT Support Specialist Job at Self-Help Credit Union in Durham

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WHO We Are Self-Help started in 1980 with a focus on economic inequality, especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. We are committed to economic justice: all communities should have the infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh foods, supporting opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve pursued greater economic justice—from providing fair and affordable loans to working with partners to urge lawmakers to change unjust policies.

What You’ll Do

• Serve as the first point of contact for customers seeking technical assistance over the phone or email, or through our ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs and ticketing system.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Contribute to developing training materials and procedures or conduct training to users in the proper use of hardware or software.
• Prepare documentation of procedures or changes in procedures.
• Maintain Loaner Laptop Inventory.
• Perform other duties as may be deemed necessary.

What You’ll Need

• High School diploma or equivalent and 1 year IT experience and/or training OR an equivalent combination of education, training, and experience.
• Hardware troubleshooting/repair experience (PCs, laptops, printers, other peripherals).
• Knowledge of mobile applications and ability to provide support for mobile devices.
• Computers and electronics knowledge including computer hardware and software, applications and programming.
• Client e-mail support (Office 365).
• Software support (MS Office, Internet, financial software, security).
• Remote user support (VPN, wireless).
• Knowledge of remote and wide-area software deployment.
• Must be able and willing to work flexible hours, including on-call support.
• Ability to travel as needed; valid driver’s license required.
• Good communication, customer service, and presentation skills.

If you are interested in who we are and what we do, have a strong desire to work in an organization that places a high priority on teamwork and collaboration, and want to help create economic opportunity for all, this is the place for you. Click the “apply now” button to apply.

Compensation
Competitive nonprofit compensation, based on experience, plus a generous benefits package.

Equal Employment Opportunity
Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status. Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Disclaimer
Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology