IT Tech Support Specialist

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

WHO We Are:

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers to building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

Job Description

WHO We Are:

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers to building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

We are seeking an IT Support Specialist to join our Durham, NC team!

WHAT You'll Do

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations; install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistances from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect information about problem and lead user through diagnostic procedures to determine of error.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Log and track calls using problem management database, and maintain history records and related documentation.
• Perform data backups and disaster recovery operations.
• Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware of software problems or defective products to vendors or technicians for service.
• Contribute to developing training materials and procedures, or conduct training to users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Documentation of procedures or changes in procedures.

What You'll Need

• High school diploma and five (5) years’ experience and/or training, or an equivalent combination of education and experience.
• Microsoft certifications preferred.
• Familiarity of 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 (PC’s 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

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation Range: $53,800 - $80,700

Company Disclaimer

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.