INFORMATION TECHNOLOGY SUPPORT SPECIALIST

Fox Communities Credit Union•Appleton, WI

1d•Onsite

About The Position

The IT Support Specialist I assists in the support of the credit union’s software and hardware by providing technical assistance to team members. This is a full-time position (40 hrs./wk.) based out of the corporate office (Enterprise) in Appleton.

Requirements

Extensive familiarity with Windows desktop and server operating systems
Ability to meet standards for call/ticket recording within the ITSM solution
Proven ability to provide efficient and professional response to users at all levels of the organization within tight deadlines
Ability to successfully support and troubleshoot complex applications
Ability to work in a fast-paced environment
Excellent verbal and written communication skills

Nice To Haves

A two-year college degree, or Completion of a specialized course of study at a business or trade school, or Completion of a specialized and extensive in-house training or apprenticeship program
Up to one year of similar or related experience and post high school education in a specialized course of study
Experience working in an ITIL-based tracking solution
Knowledge of PowerShell and other scripting languages
Experience in project management

Responsibilities

Promoting and upholding the Fox Purpose, Mission, Vision, and Values
Providing case resolution for issues received via phone, email, face-to-face, or instant messaging in a professional, timely, and accurate manner while documenting all work from initial request to completion
Working tasks until completion or escalating to the next level support or third parties, if appropriate
Prioritizing and managing multiple open cases at one time
Creating, updating, and using documentation to provide support, including communications, procedural documentation, training of documentation updates, and relevant metrics
Troubleshooting and monitoring system and network problems, diagnosing and solving hardware and software issues
Following diagrams and adhering to written instructions to resolve application issues
Supporting the rollout of new applications
Configuring and troubleshooting workstations, laptops, printers, network equipment, and mobile devices per IT standards
Performing proper installation of IT equipment
Establishing and maintaining good working relationships with end users and other departments
Cross-training with other team members to assist in the backup of other team duties