IT Support Specialist

Role:
By emphasizing ONE Park, ONE mission, ONE team, the IT Support Specialist provides support and training to Credit Union personnel in the use of personal computers, on-line application systems, user-based equipment, etc.

Essential Functions & Responsibilities:

• Assist in troubleshooting, maintenance, and repair of PCs, printers, terminals, etc., coordinating with technical support and vendors as necessary; coordinate with other IT staff to resolve hardware, software, and network problems.
• Provide on-going support to all Credit Union staff in the use of end-user hardware and software products; provide limited assistance to users developing applications with the standard user products; notify users of new useful features available through product updates. Provide emergency IT support for staff including work evenings and weekends, as scheduled.
• Install end-user hardware and software; ensure that Credit Union employees know how to care for and maintain their hardware and understand procedures for data backup, network access, etc. Add and maintain users to active directory and phone systems, assigning access, ensuring Security, and maintaining their configuration within credit union standards.
• Assure 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, etc. Create and update Group Policy Objects as necessary for management of user and computer accounts.
• Perform file restore operations and maintain assigned work logs. Create documentations for duties and add to the knowledge base of the IT department.
• Performs other duties as assigned.

Performance Measurements:
1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values:

• Vibrant Connections
• Inclusive Excellence
• Bold Compassion

• Endless Empowerment

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

• To provide remote support to Credit Union personnel in the use of hard and software products.
• To maintain all hardware and software are in working order, insuring that all systems are functioning within established parameters. Incidents and requests should be resolved within the service level agreements.
• To continue to seek appropriate learning goals and apply new ideas and technologies to the benefit of the team.
• To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance.
• To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.

Knowledge and Skills:
Experience One year to three 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 Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills 1. Knowledge of office equipment, Microsoft Office suite, PC and laptop hardware, Windows and Server operating systems, etc.
2. General understanding of network services: Active Directory, DNS, DHCP, IP
addressing, network security and least privileged security.
3. Must be able to work and travel independently and use general office equipment.

Physical Requirements
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers.
PHYSICAL DEMANDS
The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law, reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or others.
While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances. The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms. Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at a time.
• Must be able to travel to offsite assignments.
• Ability to differentiate wire and cable colors as well as various audible tones.