IT Support Specialist: Expert Helpdesk & Systems

Self-Help Credit Union; United States; On-site; USD 54,000 - 81,000; Full time

Job summary

Self-Help Credit Union in Durham, NC is seeking an IT Support Specialist to join our team. You will maintain networks, support users, troubleshoot hardware and software, and document procedures while collaborating with staff to define system requirements.

The ideal candidate has a high school diploma, 5 years of IT support experience, and familiarity with Outlook/Exchange and VPN. On-site role with on-call hours and travel as needed.

Qualifications

• High school diploma and five years’ experience and/or training, or an equivalent combination of education and experience.
• Microsoft certifications preferred.
• Familiarity with mobile applications (cell phones, mobile devices, etc.).
• Computers and Electronics – knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Hardware troubleshooting/repair experience (PCs, laptops, printers, other peripherals).
• Client e-mail support (Outlook, Exchange Server).
• Software support (MS Office, Internet, financial software, security).
• Remote user support (modem/dialup, VPN, wireless).
• NT experience (user account creation/management, permissions, security).
• Remote and wide area software deployment
• Customer service skills.
• Must be able to work flexible hours to include on-call support
• Ability to travel as needed; valid driver’s license required.
• Ability to demonstrate Self-Help's Core Values: Mission Before Self; Service With Excellence; Embracing & Promoting Change; Results Not Credit; Diversity as a Strength; Financial Sustainability for Mission Impact.

Responsibilities

• Maintain and administer computer networks and related environments; install/repair hardware, software, or peripherals per specs.
• Answer and triage requests for assistance from users experiencing problems with hardware, software, networking.
• Interview users to collect information and guide through diagnostic steps.
• Diagnose, troubleshoot, and resolve hardware/software/network problems; replace defective components.
• Log and track calls in problem management system; maintain history/documents.
• Perform data backups and disaster recovery operations.
• Set up equipment for employee use and install OS/software as needed.
• Read manuals, confer with users, conduct diagnostics to resolve issues.
• Refer major problems to vendors or technicians for service.
• Develop training materials and conduct user trainings on hardware/software.
• Confer with staff to establish requirements for new systems or modifications.

Skills

Customer service

Flexible hours

Travel as needed

Education

High school diploma or equivalent

Microsoft certifications preferred

Five years’ IT support experience

Tools

Outlook/Exchange Server

MS Office

VPN

Job description

Self-Help Credit Union in Durham, NC is seeking an IT Support Specialist to join our team. You will maintain networks, support users, troubleshoot hardware and software, and document procedures while collaborating with staff to define system requirements.

The ideal candidate has a high school diploma, 5 years of IT support experience, and familiarity with Outlook/Exchange and VPN. On-site role with on-call hours and travel as needed.