Systems Support Specialist

Position Summary:

The Systems Support Specialist will provide first-level support to PC users; provide installation, maintenance, troubleshooting and analysis of PC and systems issues/requests, in support of the Credit Union's requirements for efficient and effective information systems management.

Responsibilities:

Technical Support:

Provide timely technical support for end-user requests via telephone and hands-on service in headquarters and remote offices (SF Bay Area).

Manage end-user requests by creating, tracking, escalating, documenting issues and closing user work requests in the work order tracking system and review requests periodically to evaluate the overall effectiveness.

Escalate issues to internal IT staff or external vendor support as required. Configure, deploy, and support desktop and laptop PCs, applications (over 100), and printing devices.

Create and manage Active Directory user accounts, security groups and MS Exchange distribution groups. Ensure all desktops/laptops are updated with the latest security patches and virus definitions.

Participate in planning for acquisition of new end-user hardware, efficient deployment of hardware, and perform upgrades on existing hardware to maintain performance standards.

Work with various system/application owners and other IT staff on corporate projects, including upgrading of servers as well as end-user hardware and software.


Customer Service:

Demonstrate outstanding customer service and interaction skills.

Maintain professional work ethic, appearance, and communication style on the telephone, via email and in-person.

Possess outstanding troubleshooting skills, extreme attention to detail, and ability to work in an interrupt-driven environment.

Must have enthusiasm and passion for providing assistance to end-users.

Must have good writing and verbal communication skills.

Must be punctual and reliable.

Must have strong planning, organization, analytical and time management skills. Able to prioritize assignments in order of importance.

Should have the ability to work under pressure and must be flexible and adaptable to a changing environment. Self-motivated and comfortable working on your own as well as with a team.

Provide regular progress reports for management on a monthly basis.

Must be willing to develop and maintain application documentation.

Provide on-call and off-hours emergency support on a rotating basis as necessary.

Must be willing to work on a rotating Saturday schedule – work schedule is 5 days a week at 8 hours per day.



Personal Development:

Must keep current with changes and trends related to responsibilities by regularly reading professional and other relevant publications.

Participate in the credit union’s professional training programs to refine soft skills and non-technical knowledge.

Participate in seminars and outside training that will enhance technical knowledge and technical skills.

Provide input in the development of new programs and/or operating procedures to broaden/better serve the membership base, to promote the increased use/value of member services and products, and to maximize the financial results for the Credit Union and its members.

Qualifications:

You must have a Bachelors Degree in computing or related field is required. Microsoft and Network certifications are a plus.

You must have least three years' increasingly responsible experience in related disciplines, including hardware and software desktop support in a Microsoft Windows environment is expected. Previous experience supporting the current Microsoft Office software suite and various other applications is required.

Knowledge/Skills:
You must have strong hands-on knowledge of Windows Office, XP, Windows Server 2003/2008, Active Directory, desktop and laptop PC hardware, printers and understanding networking protocols is a must. You should have exceptional verbal and written communication skills and possess organizational and detail-oriented skills, with an orientation toward personable customer service. Must be self-motivated with the ability to effectively prioritize and execute tasks.

Salary Range: