System Support Specialist
Position Number: SystemSuppor
Location: San Jose, CA
The Systems Support Specialist will provide remote & on-site support to PC users; installation, maintenance, troubleshooting and analysis of PC and systems issues/requests, in support of the Credit Union's requirements for efficient and effective information systems management.
Latitude of authority: follow established policies and procedures to deal with technical support issues with management oversight.
Frequency of supervision: receive specific assignments/work objectives/projects from management or senior staff; apply established resources/tools necessary to achieve the department’s business objectives/projects/timelines.
Provides timely technical support for end-user requests via telephone and hands-on service in headquarters and remote offices.
Handles end-user requests by creating, tracking, escalating, documenting issues and closing user work requests in the work order tracking system and review requests periodically to evaluate the overall effectiveness.
Escalates issues to internal I.T. staff or external vendor support as required.
Configures, deploys, and supports desktop and laptop PCs, applications (over 100), and printers.
Creates and manages Active Directory user accounts, security groups and M.S. Exchange distribution groups.
Creates and manages numerous system images.
Ensures all desktops/laptops are updated with the latest security patches and virus definitions.
Manages VPN and wireless access for employees and vendors.
Provides support for internal & external auditors.
Participates in planning for acquisition of new end-user hardware, efficient deployment of hardware; and performs upgrades on existing hardware to maintain performance standards.
Works with various system/application owners and other I.T. staff on corporate projects, including upgrading of servers as well as end-user hardware and software.
Demonstrates outstanding customer service and interaction skills.
Maintains professional work ethic, appearance, and communication style on the telephone, via email and in-person.
Possess outstanding troubleshooting skills, extreme attention to detail, and ability to work in an interrupt-driven environment.
Must demonstrate enthusiasm and passion for providing assistance to end-users.
Must exhibit good writing and verbal communication skills.
Must exhibit punctuality and reliability on the job.
Must exhibit strong planning, organization, analytical and time management skills.
Must prioritize assignments in order of importance and re-prioritize as the situations demand.
Must work under pressure and must be flexible and adaptable to a changing environment.
Provides regular progress reports for management on a monthly basis.
Develops and maintains documentation for a variety of software applications.
Provides 24x7 on-call and off-hours emergency support on a rotating basis.
Works on a rotating Saturday schedule – work schedule is 5 days a week at 8 hours per day.
Keeps current with new technology and industry trends, and attends appropriate certification courses to maintain proficiency.
Participates in the credit union’s professional training programs to refine soft skills and non-technical knowledge.
Participates in seminars and outside training that will enhance technical knowledge and technical skills.
Supports the Credit Union’s Mission & Vision and Lives the Tech CU Values (Accelerate, Collaborate, Innovate, & Cultivate).
Meets on a monthly basis with manager to discuss goal alignment, performance metrics, and development plans.
Adheres to Policy & Procedure put forth in employee handbook; upholds employee Code of Conduct/Ethics, and ensures confidentiality of the workplace.
The employee will comply with all rules and regulations as defined by applicable regulatory agencies. The employee will also adhere to all internal controls and security measures designed to ensure regulatory compliance with State and Federal laws.
Typically has at minimum:
Education: B.S. Degree in computing or related field is required. Microsoft and Network certifications are a plus.
Experience: At least three years' increasingly responsible experience in related disciplines, including hardware and software desktop support in a Microsoft Windows environment is expected. Previous experience supporting the current Microsoft Office software suite and various other applications is required.
Knowledge/Skills: Strong hands-on knowledge of the current version of M.S. Windows Office, Windows Server, Active Directory, desktop and laptop PC hardware, printers and understanding networking protocols is a must. Should have exceptional verbal and written communication skills. Should possess organizational and detail-oriented skills, with an orientation towards personable customer service. Must be self-motivated with the ability to effectively prioritize and execute tasks.
Physical Requirements: Ability to sit 70% of the day. Keyboard and read computer screen for 70% of time during which one is seated. Must be able to lift up to 50 lbs. periodically.
Starting Pay Range: