IT Support Specialist

Red River Credit Union (RRCU); Texarkana (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Red River Credit Union is seeking an IT Support Specialist to join a team handling daily technology requests and challenges, with focus on specialized support for proprietary systems and applications. The role involves managing support tickets, configuring user accounts in Active Directory and Office 365, and delivering assistance via email, chat, phone, and on-site.

You will also document processes and participate in system deployments.

Qualifications

• Minimum two years of work experience in an IT support role.
• Strong communication and customer service skills.
• Experience with Windows environments and AD/O365.
• Ability to prioritize and resolve multiple tickets under deadlines.

Responsibilities

• Process and prioritize technology support requests and tickets.
• Set up and maintain user accounts in Active Directory and O365.
• Provide IT support via email, chat, phone, and on-site.
• Document work logs and procedures in the ticketing system.
• Deploy systems from single users to organization-wide rollouts.
• Perform moves/adds/changes across departments and branches.
• Suggest process improvements to increase efficiency.
• Maintain inventory of assets and surplus equipment.
• Support configuration and maintenance of diverse systems.
• Draft technical documentation and procedures.
• Keep CIO informed on tasks and progress.
• Participate in on-call rotations.

Skills

IT Troubleshooting

Customer service

Team collaboration

Attention to detail

Communication skills

Education

High school diploma or equivalent

IT certifications

Tools

Active Directory

Microsoft 365

Ticketing system

Job description

Basic Function

The IT Support Specialist is part of a team supporting the credit unions daily technology requests and challenges, along with specialized support to proprietary systems and applications.

Description

Position Title: IT Support Specialist

Reports To: IT Support Manager

Responsibilities

• Process and handle technology support requests, while prioritizing and managing multiple tickets.


• User account setup and maintenance within Active Directory, O365, and proprietary systems.


• Provide IT support through various methods such as email, chat, phone, and onsite.


• Create detailed work logs and process documentation in ticketing system.


• Perform system deployments ranging from single users to organization wide rollouts.


• Perform moves/add/changes to systems across all departments and branches.


• Make recommendations to refine processes and efficiency standards.


• Maintain inventory of assets and surplus equipment.


• Support configuration and maintenance to a vast array of specialized and dynamic systems.


• Make recommendations to address system deficiencies.


• Able to work in a fast paced, real-time, and collaborative team environment.


• Able to work independently with excellent attention to detail.


• Perform root cause analysis.


• Ensure security and privacy of data, networks, and computer systems.


• Provide orientation and guidance to users on how to operate hardware and software.


• Organize and schedule upgrades and maintenance to assigned systems.


• Create and update technical documentation/procedures.


• Research, evaluate and recommend new technologies and improvements.


• Keep CIO informed on situations, tasks, and progress of deliverables.


• Participate in rotating on call responsibilities.


• Adheres to all Red River Employees Federal Credit Union policies and procedures.


• Performs other related duties as assigned.

Qualifications

• Two or more years of work experience in an information technology position. A college degree may be supplemented for experience.


• High school diploma or the equivalent. Degree in technology and/or IT certifications.


• Friendly, cheerful, and patient individual with good coaching skills.


• Must be a team player, while being able to work independently.


• Have a technical and logical thought process. Able to translate technical concepts into layman’s terms. Problem-solving skills with minimal guidance.


• Proficient computer skills and use of standard office equipment.


• Ability to stick to strict deadlines. Able to prioritize and complete tasks.


• Must be highly attentive to detail.


• Exceptional communication skills.


• Ability to meet, speak, and deal effectively with people, being professional always.


• Must maintain a neat and professional appearance.


• While the following list is not exhaustive and may be supplemented, identified physical requirements include the ability to operate normal office equipment, some lifting, not to exceed 50 pounds, and installation of office equipment in areas that may require climbing or working underneath desks.


• Ability to follow the core values of Team-Focused, Excellence, Authenticity, and Leading in Innovation.