IT Support Specialist Job at Centric Federal Credit Union in West Monroe

Role:

To provide support and training to Credit Union personnel in the use of office automation products, personal computers, on-line application systems, user-based peripherals, etc.

Essential Functions & Responsibilities:

N

30%

Serve as the first level contact for IT helpdesk. Perform remote and in person troubleshooting through available diagnostic tools using helpdesk ticketing system. Assists in troubleshooting, maintenance, and repair of PCs, printers, terminals, etc., coordinating with technical support and vendors as necessary; coordinates with other IT staff to resolve hardware, server, software, and network problems.

N

30%

Provides on-going support to all Credit Union staff in the use of end-user hardware and software products; provides limited assistance to users developing applications with the standard user products; notifies users of new useful features available through product updates.

N

15%

Installs end-user hardware and PC software; assures that Credit Union employees know how to care for and maintain their terminals, printers, and PCs and understand procedures for data backup, network access and information security.

N

10%

Assures administrative control over the end-user hardware and software assets of the Credit Union, as well as related supplies and accessories, through maintenance of inventories, files, logs.

N

10%

Train Credit Union staff to use standard PC-based office automation software tools by providing formal training and coordinating third-party training providers.

N

5%

Performs other related duties as assigned.

Performance Measurements:

1.

To provide support to Credit Union personnel in the use of hardware and software products through IT helpdesk ticketing system.

2.

To assist when problems occur with hardware and solve within 24 hours.

3.

To ensure personnel adequately trained to use office hardware to improve Credit Union efficiency.

4.

To maintain inventory of Credit Union's hardware and software within 5 days of any changes.

5.

To provide friendly, professional and accurate service and support to all members and associates.

Knowledge and Skills:

Experience

Five to ten years of similar or related experience.

Education

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.

Other Skills

• Knowledge of information security, office automation products, word processing, spreadsheet, e-mail, personal computers, PC operating systems and peripheral equipment.
• Must be able to work and travel independently and use general office equipment.
• Ability to discuss technical issues effectively with other IT professionals as well as non-technical users.
• Must be able to work and travel independently and use general office equipment
• Demonstrated analytical and problem-solving skills.
• Ability to work and travel independently and use general office equipment, give speeches and make presentations.

Physical Requirements

Be able to lift up to 50 lbs.