IT Support Specialist
Position SummaryThe IT Support Specialist provides internal IT department support to ensure that IT in-house, cloud services and the business processes are handled in a timely and efficient manner.
The IT Support Specialist performs timely, effective IT routine activities, user support services and ensures the effective performance of IT systems and servers.
The IT Support Specialist will maintain cloud service including file and print services, on premise Active Directory/ Azure Active Directory, Office 365, virtualized environment VMware and Hyper-V, endpoint protection and security systems; monitor network and system utilization; perform accurate review and prompt resolution of software, computers peripheral and hardware problems.
The IT Support Specialist will develop and maintain effective and collaborative business relations and communication with the credit union staff and vendors.
ResponsibilitiesUser SupportoManage AD/ Azure AD users, assigned/ remove Office 365 licenses, Create and modify user's Exchange mailboxes, grant network rights to users; Manages user network and e-mail accounts in accordance with network security policyoAssist users in accessing network resources and troubleshoots problems with hardware and software in accordance with network security policyoEnsure assigned tickets are completed in a timely manner and meeting the Service level agreement of minimum 95% all the timeoMaintain current documented work procedures and applied solutions related to IT Tickets and business process duties.
oCollaborate with coworkers to resolve problems quickly and efficiently.
oEstablish a good relationship with vendors, escalate and address vendor relate issues by creating and updating support ticketsoNotify supervisor and escalate any unresolved IT Ticket or issues with regular business services processes that can be resolved to reduce response time and address the issues by escalating it to higher tier leveloProvide new hire orientation, user training, and create end-user trainings and presentations documentsNetwork Administrations and IT Services MaintenanceoInstall, deploy, and configure computers and endpoints system including company-wide network software installation in accordance with IT approved list of Software and DevicesoEnsure Endpoints and Server Security solution is deployed in accordance with IT Security policyoMonitor and address raised issues and alert by Endpoint Detection and Response (EDR) security solutionoMonitor and prepare report for Intrusion Prevention System (IPS) and Intrusion Detection System (IDS)oMonitor network and IT systems via Network monitoring system (NMS)and address/ escalate the issue to appropriate escalation points of contact and report/ follow/ provide update until full recoveryoPerform, monitor and test regular backups according to backup and recovery policyoSchedule and apply critical, security and patch to the Endpoints, Servers, and IT systems in accordance to the Patch management policyoSeek opportunities to improve efficiency and work flow related to IT systems and business processes.
oPerforms any other system administrations tasks as required and assigned.
Computers and Peripheral Equipment MaintenanceoInstall, repair or replaces dysfunctional hardware, parts and computer systemsoEstablish relationship with vendors to procure, upgrade and replace hardwareoEnsure that the IT asset inventory system is kept accurate and up to date with equipment physical locations, issuing status i.
e.
custodian, issuing date, service and warranty status, operations status i.
e.
new, damaged, available, and financial and procurement information all the time.
oPerform preventative maintenance on all relevant Information Technology systems.
ComplianceoEnsure the endpoints and servers meet the IT security policy including enforce approved list of software, approved list of devices, update and patch management, endpoint protections and security systems, and software licenses audit and managementoEnsure compliance with Information/Cyber Security policies.
oEnsure compliance with Business Continuity and Disaster Recovery plans.
oEnsure compliance with all applicable federal regulations, including the Bank Secrecy Act and OFAC.
oNotifies IT Network Manager upon recognition of potential violation of policies anywhere within the organization.
Performance ExpectationsoNetwork and communications technical functions and systems are performed effectively and in accordance with established policies and procedures including Business Continuity and Disaster Recovery plans oComputers, monitors, phones, and other peripheral equipment are well maintainedoInformation is adequately shared and clearly communicated to other IT team members.
oDiligent effort is demonstrated to go beyond providing immediate, short-term remedies in favor of providing well-planned, long-term solutions.
oAccurate reporting and appropriate tracking and measurement of department activity levels are maintained.
oCompliance with all applicable regulatory standards is maintained.
oGood communication and professional working relationships exist with all credit union departments, members, and vendors.
Professional demeanor at all times.
oIT Network Manager is appropriately informed of IT activities.
oThe credit union's professional reputation is maintained and conveyed.
oDemonstrate the credit union's Core Values & Cultural Beliefs.
Education & ExperienceoBachelor's degree in Information Technology, or related field, or the equivalent combination of education, training and experienceoTwo to five years of similar or related experienceoCredit union experience, preferredoExperience with Windows server tools, monitoring and maintenance (Active Directory, SQL, SUS, Exchange)Skills & AbilitiesoCompTIA A
Certification or Equivalent Experience Required or obtained within the 6 months after hire oMCSE (Microsoft Certified Solutions Expert) PreferredoWorking knowledge of Microsoft Windows, Office, Office 365, Active Director, Azure AD, and ESET Endpoint solutionoExperience with Virtual environment including VMWare and Hyper-V, patch management systems, and network monitoring system (NMS).
oExperience with Windows server tools, monitoring and maintenance (Active Directory, SQL, SUS, Exchange)oWillingness to expand knowledge through personal reading, study, and research.
oKnowledge of credit union internal operations, financial operations, and regulations.
oAbility to work through adverse situations and make sound business decisionsOther Pertinent InformationoRegular and satisfactory attendance required.
oAbility to provide after-hours and weekend support as required.
oMust maintain an acceptable personal credit history and be bondable.
Summary of Physical Demands:
While performing the responsibilities of the job, the employee is required to convey detailed or important instructions and ideas accurately, audibly and quickly; hear average or normal conversations and receive ordinary information; use hands to perform such tasks a computer typing, file maintenance, using telephones, ten key adding machines and related office equipment; regular and frequent movement requiring use of hands, writes, arms, fingers; visual acuity required to prepare, read, and inspect documents and interpret information on a PC screen.
This is primarily sedentary office work with occasional physical activity requiring lifting of small boxes/files.
Ability to sit for long periods.
Recommended Skills Active Directory Group Auditing Azure Active Directory Bank Secrecy Act Business Continuity And Disaster Recovery Business Processes Estimated Salary: $20 to $28 per hour based on qualifications.
The IT Support Specialist performs timely, effective IT routine activities, user support services and ensures the effective performance of IT systems and servers.
The IT Support Specialist will maintain cloud service including file and print services, on premise Active Directory/ Azure Active Directory, Office 365, virtualized environment VMware and Hyper-V, endpoint protection and security systems; monitor network and system utilization; perform accurate review and prompt resolution of software, computers peripheral and hardware problems.
The IT Support Specialist will develop and maintain effective and collaborative business relations and communication with the credit union staff and vendors.
ResponsibilitiesUser SupportoManage AD/ Azure AD users, assigned/ remove Office 365 licenses, Create and modify user's Exchange mailboxes, grant network rights to users; Manages user network and e-mail accounts in accordance with network security policyoAssist users in accessing network resources and troubleshoots problems with hardware and software in accordance with network security policyoEnsure assigned tickets are completed in a timely manner and meeting the Service level agreement of minimum 95% all the timeoMaintain current documented work procedures and applied solutions related to IT Tickets and business process duties.
oCollaborate with coworkers to resolve problems quickly and efficiently.
oEstablish a good relationship with vendors, escalate and address vendor relate issues by creating and updating support ticketsoNotify supervisor and escalate any unresolved IT Ticket or issues with regular business services processes that can be resolved to reduce response time and address the issues by escalating it to higher tier leveloProvide new hire orientation, user training, and create end-user trainings and presentations documentsNetwork Administrations and IT Services MaintenanceoInstall, deploy, and configure computers and endpoints system including company-wide network software installation in accordance with IT approved list of Software and DevicesoEnsure Endpoints and Server Security solution is deployed in accordance with IT Security policyoMonitor and address raised issues and alert by Endpoint Detection and Response (EDR) security solutionoMonitor and prepare report for Intrusion Prevention System (IPS) and Intrusion Detection System (IDS)oMonitor network and IT systems via Network monitoring system (NMS)and address/ escalate the issue to appropriate escalation points of contact and report/ follow/ provide update until full recoveryoPerform, monitor and test regular backups according to backup and recovery policyoSchedule and apply critical, security and patch to the Endpoints, Servers, and IT systems in accordance to the Patch management policyoSeek opportunities to improve efficiency and work flow related to IT systems and business processes.
oPerforms any other system administrations tasks as required and assigned.
Computers and Peripheral Equipment MaintenanceoInstall, repair or replaces dysfunctional hardware, parts and computer systemsoEstablish relationship with vendors to procure, upgrade and replace hardwareoEnsure that the IT asset inventory system is kept accurate and up to date with equipment physical locations, issuing status i.
e.
custodian, issuing date, service and warranty status, operations status i.
e.
new, damaged, available, and financial and procurement information all the time.
oPerform preventative maintenance on all relevant Information Technology systems.
ComplianceoEnsure the endpoints and servers meet the IT security policy including enforce approved list of software, approved list of devices, update and patch management, endpoint protections and security systems, and software licenses audit and managementoEnsure compliance with Information/Cyber Security policies.
oEnsure compliance with Business Continuity and Disaster Recovery plans.
oEnsure compliance with all applicable federal regulations, including the Bank Secrecy Act and OFAC.
oNotifies IT Network Manager upon recognition of potential violation of policies anywhere within the organization.
Performance ExpectationsoNetwork and communications technical functions and systems are performed effectively and in accordance with established policies and procedures including Business Continuity and Disaster Recovery plans oComputers, monitors, phones, and other peripheral equipment are well maintainedoInformation is adequately shared and clearly communicated to other IT team members.
oDiligent effort is demonstrated to go beyond providing immediate, short-term remedies in favor of providing well-planned, long-term solutions.
oAccurate reporting and appropriate tracking and measurement of department activity levels are maintained.
oCompliance with all applicable regulatory standards is maintained.
oGood communication and professional working relationships exist with all credit union departments, members, and vendors.
Professional demeanor at all times.
oIT Network Manager is appropriately informed of IT activities.
oThe credit union's professional reputation is maintained and conveyed.
oDemonstrate the credit union's Core Values & Cultural Beliefs.
Education & ExperienceoBachelor's degree in Information Technology, or related field, or the equivalent combination of education, training and experienceoTwo to five years of similar or related experienceoCredit union experience, preferredoExperience with Windows server tools, monitoring and maintenance (Active Directory, SQL, SUS, Exchange)Skills & AbilitiesoCompTIA A
Certification or Equivalent Experience Required or obtained within the 6 months after hire oMCSE (Microsoft Certified Solutions Expert) PreferredoWorking knowledge of Microsoft Windows, Office, Office 365, Active Director, Azure AD, and ESET Endpoint solutionoExperience with Virtual environment including VMWare and Hyper-V, patch management systems, and network monitoring system (NMS).
oExperience with Windows server tools, monitoring and maintenance (Active Directory, SQL, SUS, Exchange)oWillingness to expand knowledge through personal reading, study, and research.
oKnowledge of credit union internal operations, financial operations, and regulations.
oAbility to work through adverse situations and make sound business decisionsOther Pertinent InformationoRegular and satisfactory attendance required.
oAbility to provide after-hours and weekend support as required.
oMust maintain an acceptable personal credit history and be bondable.
Summary of Physical Demands:
While performing the responsibilities of the job, the employee is required to convey detailed or important instructions and ideas accurately, audibly and quickly; hear average or normal conversations and receive ordinary information; use hands to perform such tasks a computer typing, file maintenance, using telephones, ten key adding machines and related office equipment; regular and frequent movement requiring use of hands, writes, arms, fingers; visual acuity required to prepare, read, and inspect documents and interpret information on a PC screen.
This is primarily sedentary office work with occasional physical activity requiring lifting of small boxes/files.
Ability to sit for long periods.
Recommended Skills Active Directory Group Auditing Azure Active Directory Bank Secrecy Act Business Continuity And Disaster Recovery Business Processes Estimated Salary: $20 to $28 per hour based on qualifications.
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