Address
Form of workThe IT Support Specialist monitors escalated tickets from the Help Desk and maintain knowledgebase systems. This position works with vendors and internal staff to assist in problem solving.
Responsibilities:
- Provide quality service to members, potential members and coworkers (phone, email, in person, and remote technology)
- Answer employee phone calls to help troubleshoot issues.
- Monitor escalated tickets from Helpdesk and work with other IT staff and third-party vendors for basic support to resolve issues in a timely manner.
- Monitor and track reoccurring issues, potential fixes or workarounds to IT Support Supervisors and provide suggestions for improving efficacy for Dupaco overall.
- Improve knowledge of basic Dupaco’s IT systems and their functions by working with Senior Support Specialists and IT Infrastructure team.
- Attend weekly IT meetings to discuss known issues and provide suggestions for improvements.
- Create, update, and remove employee logins as requested.
- Maintain communication with other departments who assist with troubleshooting issues.
- Provide end user support for all software applications and end user hardware (ex. desktop terminal, monitors, etc.).
- Assist with equipment setups as needed.
- Make necessary recommendations to IT Support Specialist Supervisor for improvement to infrastructure systems and applications.
- Serve as back up to the internal Help Desk as needed.
- Perform other duties as assigned.
Requirements:
- Associate’s degree in Information Technology, a related field, or equivalent experience
- Thorough understanding of all server, personal computer, and networking applications
- Strong troubleshooting and problem solving skills
- Strong verbal and written communication skills
- Familiarity with financial institution software and technology preferred
