What are the responsibilities and job description for the IT Support Specialist II position at Security First Credit Union?
PRIMARY OBJECTIVE OF POSITION
The IT Support Specialist’s role is to resolve end user help requests. This includes receiving and prioritizing help desk tickets, timely hands-on assistance at the desktop level, and documenting resolutions. Will also be responsible for patch management and end user profile management.
ESSENTIAL JOB FUNCTIONS
1. Duties
- Manages workstation patch management and deployment.
- Manages end user profiles for access to all necessary software.
- Respondent for IT Service Desk tickets.
- Escalates complex technical issues to the IT Manager and provides regular reporting on the status of open service requests.
- Monitors service requests frequently and completes service requests.
• Assists in troubleshooting, maintenance, and repair of PCs, printers, terminals, etc. • Installs end-user hardware and software.
- Understand procedures for data backup, network access, etc.
- Responsible for assisting with the physical inventory of equipment and hardware at all branch locations.
- Will assist IT Manager with tracking of equipment and hardware inventory.
- Performs other related duties as assigned.
2. Compliance
- Ensure appropriate records are maintained and required reports are prepared in a timely manner.
- Abide by all applicable rules, regulations and Credit Union policies and procedures.
- Properly secure member information in accordance with Credit Union privacy and confidentiality policies. Ensure work area is neat and safe.
- Complete required training for position within deadlines.
3. Performs other related duties as required and assigned.
JOB SPECIFICATIONS
The incumbent must possess two (2) to five (5) years of similar or related experience. Associate Degree in related IT field is preferred. Must possess knowledge of basic computer hardware and software programs including Microsoft Exchange and Office. Strong analytical and problem-solving skills are essential.
PHYSICAL REQUIREMENTS
While performing the duties of this job, the incumbent is required to talk, hear, stand, walk, and manipulate (lift, carry, move) light to medium weights of 5 to 30 pounds. This position involves sitting for long periods of time, frequently viewing a computer monitor, and requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information.
EQUIPMENT SKILLS
Personal computer, copy machine, telephone, calculator and scanner.