IT Support Specialist

Summary

To deliver first and second-line support to the IT department’s internal customers across the Cooperative. To conduct initial assessments, triage, and research for the resolution of incidents and requests regarding the use of application software and/or infrastructure components. To provide technical support focused on collecting information through customer interaction, accessing support tools, creating service requests, and routing to the appropriate IT staff when necessary. To provide imaging, computer support, troubleshooting, diagnosing, and technical support that will benefit the members of the Cooperative.

Reporting

· Reports to: Director of Security & Enterprise Infrastructure

· Directs: None

Responsibilities

· Assist and provide level one and level two support for software applications, hardware, presentations, and peripherals for incoming service desk requests via ticketing system, emails, chat, calls, or walk-up requests.

· Actively support the customer in all aspects from ticket creation to problem resolution, keeping the customer informed and updated throughout the life of the request.

· Perform ongoing installation, training, consulting, technical and support services for all personal computers (PCs), related peripherals and mid-range server equipment.

· Troubleshoot, identify, and resolve problems with PCs, operating systems, and software in a timely manner.

· Provides backup to Server Administrator with managing and monitoring servers and their associated application software.

· Recommend, schedule, and apply fixes, security patches and other measures required to prevent or respond to a security breach.

· Provide technical expertise for information system projects involving and including integration of desktop resources with Cooperative servers and computer systems.

· Provide incident reports as needed to management.

· Ensure that selected corporate records (consumer files, records, and member bill images) are stored electronically in a manner that complies with all applicable laws and industry regulations.

· Management of digital storage and backup of imaging system.

· Provide computer operations support including, but not limited to, unlocking accounts, resetting passwords, enabling sessions, loading peripheral equipment, and responding to system messages.

· Overall responsibility of the ticketing system. This includes, but is not limited to, configuration, troubleshooting, maintaining, and assisting with all departments utilizing the solution.

· Provide backup to the Security Engineer with the Access Control, Anti-Virus, Security Information and Event Monitoring (SIEM), Web Content and Email Filter solutions. Additional backup to provide permissions within the Customer Information System. Daily tasks include, but are not limited to, card assignment, scanning of external devices, and releasing emails.

· Conduct new employee orientation providing information about Security Awareness and a general introduction to Service Desk requests.

· Onboarding and Offboarding of Employees: Work closely with HR for onboarding of new employees to provide documentation to the team for their assigned duties.

· Provide a full range of administrative, clerical, and office support, including, but not limited to, word processing, photocopying, answering telephone, faxing, and scheduling.

· Assist in keeping IT documentation up to date.

· Identify and provide input on unique or recurring customer problems and make recommendations to IT management.

· Assist in special projects as necessary.

Education and Experience

· Associate degree in a related field or related experience and/or training or equivalent.

· A+ Certification Preferred.

· 2 years’ progressive experience with personal computer, software application troubleshooting and support of end-users preferred.

· Demonstrated ability to provide proactive and professional service to internal customers while assisting the IT department in fulfilling its goals and objectives.

· Thorough knowledge of Windows operating system and Microsoft Office Products required.

· Must be able to properly install and test all types of computer equipment.

Required Skills and Abilities

· Must be able to maintain professionalism and control under all circumstances.

· Has and maintains a valid driver’s license and acceptable driving record and is able to operate SVEC vehicles.

· Must be willing and able to travel to multiple SVEC locations to deliver IT support and assistance.

· Must become and remain certified in CPR and first aid. Must also be skilled in the use of safety equipment.

· Strong verbal, written, analytical and interpersonal skills.

· Demonstrated problem-solving and troubleshooting skills.

· Ability to perform job responsibilities in a timely manner within established guidelines under minimal supervision.

· Must be proficient in Windows operating systems and Microsoft Office Products.

· Analytical/logical thinking ability.

· Ability to assemble facts in a clear, understandable manner.

· Good problem isolation and resolution skills.

· The ability and desire to work in a team environment.

· Must possess effective techniques to research and access all sources necessary to fulfill position responsibilities.

· Maintain a high level of confidentiality with regards to employee, member/owner, and corporate information.

· Must have access to reliable transportation to and from work.

Physical Requirements

· Participation in SVEC job safety and training programs, relevant workshops, seminars and other SVEC sponsored courses and events.

· Must be able to use office equipment including telephone, computer, and other systems and related software in the performance of position responsibilities.

· Must be able and available, during any and all types of weather conditions, to work weekends, holidays, evenings and other times outside normal duty hours to assist in service restoration and other emergencies that may arise or when the workload demands.

· Must always maintain an operating telephone or personal communication device at his/her place of residence. The ability to contact the telephone or personal communication device must be made available to SVEC for the purpose of contacting the manager to conduct legitimate routine and/or emergency business.

· Must be able to lift objects unassisted (up to 50 pounds). Some standing, walking, climbing, balancing, stooping, kneeling, crouching or crawling to a minimal degree. This position is one of primarily inside work. Usual conditions in an air-conditioned office. May be required to work up to eight (8) hours per day at a computer terminal. Must be capable of reading and deciphering small print and numbers.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

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Job Type: Full-time

Benefits:

- 401(k)

- Dental insurance

- Employee assistance program

- Health insurance

- Health savings account

- Paid time off

- Parental leave

- Professional development assistance

- Retirement plan

- Tuition reimbursement

- Vision insurance

Work Location: In person