What are the responsibilities and job description for the IT Support Specialist position at NEW Credit Union?
- Serve as the first point of contact for employee IT support requests (Help Desk).
- Troubleshoot and resolve hardware, software, email, printer, and network-related issues.
- Provide support for internal applications, including core systems like Fiserv.
- Reset passwords for employee accounts, including Windows login and Fiserv systems.
- Assist in deploying, configuring, and maintaining desktops, laptops, and other IT hardware.
- Perform software installations, updates, and patch management for server systems.
- Support and troubleshoot printing issues, phone systems and peripheral devices.
- Assist the Director of IT with system and network administration tasks.
- Help monitor network performance and security.
- Document IT procedures, configurations, and issue resolutions.
- Support IT infrastructure and upgrade projects.
- Coordinate and assist with implementation of new technologies.
- Participate in testing, deployment, and validation of new systems or enhancements.
Education & Experience:
- Associate’s degree in information technology, computer science, or related field preferred.
- 1–2 years of experience in IT support or a help desk environment; financial institution experience is a plus.
Skills & Abilities:
- Working knowledge of Windows operating systems, Microsoft 365, and Active Directory.
- Experience with hardware troubleshooting and software installations.
- Familiarity with network troubleshooting and server patching.
- Understanding of backup systems and disaster recovery principles.
- Experience with financial services applications (e.g., Fiserv) is a strong plus.
- Excellent problem-solving and troubleshooting abilities.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Attention to detail and ability to manage multiple priorities.
Additional Requirements:
- Must be able to lift up to 40 lbs. (e.g., servers, computer equipment).
- May require occasional after-hours work for maintenance or support.
- Position may involve travel between branches as needed.
The IT Support Specialist provides technical support for all technology systems and end users within the credit union. This position is responsible for maintaining hardware and software systems, resolving technical issues, assisting with IT projects, and ensuring the day-to-day efficiency and security of technology operations.