Help Desk Support Specialist

Help Desk Support Specialist

This position works under the supervision of the Help Desk Support Manager and provides day to day technical support to credit union personnel concerning hardware and software related issues.

Essential duties and responsibilities include:

• Create and maintain user accounts in the various systems that the credit union utilizes.
• Responsible for the security and safety of network attached credit union devices.
• Installation, configuration, and maintenance of applications on the network including network clients.
• Provide support to users in operation of software and hardware.
• Develops user support documentation.
• Install, configure, and upgrade operating systems and software, using standard business and administrative packages.
• Installs, assembles, and configures computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.
• Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
• Assists credit union personnel in the use of standard business and administrative software, including word processing, spreadsheets and database management; provides instruction or written documentation where required.
• Maintains current knowledge of hardware, software, and network technology and recommends modifications as necessary.
• Communicates effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information.
• Able to explain technical concepts and procedures to non-technical users.
• Able to use network testing equipment.
• Troubleshoot problems with the network including all hardware and software.
• Work with vendors to solve problems and maintain follow-up practices.
• Report major hardware problems to the Help Desk Support Manager and recommend a corrective action plan.
• Perform minor repairs on hardware devices.
• Provide support to credit union personnel in using the telephone system.
• Perform updates to the telephone system, such as adding, changing, or deleting phones, phone lines, and voice mailboxes.
• Assist in maintaining audio/visual and other mechanical equipment.
• Acts as team leader on special projects as assigned.
• Maintain good housekeeping habits to ensure the Help Desk Warehouse is clean and ready for visitors.
• Perform any other related duties as required or assigned.

Equal employment opportunity, including veterans and individuals with disabilities.