Network Support Specialist

Job Details

Description

Role: Acts as the first contact for all application and hardware support and help desk calls. Responsible for fielding calls, resolving support issues when possible, and logging work orders for issues beyond scope of expertise. Also assists in the effective and efficient operation of the HP-UX computer system and related sub-systems, peripherals and software utilities. Responsible for assisting with the daily implementation and monitoring of production work schedules, control procedures, and operating policies and procedures.

Essential Functions & Responsibilities

• Acts as first contact for all Help Desk support calls. Works with the user to resolve system software and hardware related issues. Logging work orders in our ticketing system based on the calls received.
• Install, configure, and troubleshoot workstations, peripheral equipment, and software applications as necessary.
• Monitoring systems to ensure that branches are running efficiently. This may require reaching out to vendors for hardware and software support.
• Manage our core system, adding and configuring devices, users, and permissions.
• Following up on issues entered by end-users via email, messaging, or phone communication to assure that all pertinent ticket information is entered, the problem is clearly defined, and the appropriate technical resource is assigned.
• Managing active directory.
• Making procedural ‘How to’ documents for the I.T. network drive.
• Monitoring servers and virtual machines in VMware.
• Perform upgrades and patches to workstations and applications in accordance with established change control procedures.
• Maintain department statistics and project reconcilement as assigned.
• Moving hardware as needed.
• Performs other job-related duties as assigned.
  
  

Performance Measurements

• Maintain ticket resolution within SLA guidelines.
• To install appropriate hardware or software within the specified time frames.
• To maintain and add to technical knowledge of computer hardware and software to ensure the Credit Union has the ability to achieve its' goals as outlined in the current operating plan.
  
  

Knowledge And Skills

Experience: One year to three years of similar or related experience. Current information technology certifications preferred (CompTIA A+, etc.)

Education: (1) A two year college degree or (2) Completion of an I.T. related course of study or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Interpersonal Skills: This position involves personal contact with others inside and outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Proper phone etiquette, professionalism, and adequate troubleshooting skills are all expected.

Other Skills: Experience in PC usage and hardware/software support. Experience with the setup and configuration of personal computers. Experience in networking and peripheral installation. Experience in supporting business applications. Experience with IT security, data protection or data leakage prevention a plus.

Physical Requirements: Moderate lifting required. Must be able to lift up to 50 lbs.