Technical Support Specialist II

2 weeks ago

Ithaca, New York, United States CFCU Community Credit Union Full time
Position Overview

CFCU Community Credit Union is looking for a skilled Information Technology (IT) Help Desk Associate II to enhance our IT department. The ideal candidate will deliver first-rate technical support and assistance to our employees, addressing and resolving computer-related challenges.

Key Responsibilities

Primary Duties:

  • Offer continuous support and first-line technical assistance to all staff regarding computer system issues.
  • Respond to inquiries through various channels including in-person, telephone, and electronic communication.
  • Diagnose user issues, identify their origins, and propose potential solutions; collaborate with IT Specialists and the IT Manager on testing and implementing these solutions.
  • Conduct basic troubleshooting of systems and applications to rectify malfunctions and operational challenges, coordinating with IT personnel and external vendors as necessary.
  • Provide refresher training to staff on system functionalities as needed.
  • Execute hardware and software upgrades on existing computer systems, informing users of new features available through updates.
  • Deliver software and hardware support to staff and volunteers, ensuring effective troubleshooting, maintenance, and repair of PCs, printers, terminals, and other equipment.
  • Assist in the procurement, inventory management, and tracking of IT assets.
  • Report significant or widespread issues to supervisors for appropriate escalation.
  • Timely and accurately provide supervisors with assigned reports and maintain help desk tracking software.
  • Engage in cross-training with other IT staff members.
  • Perform all responsibilities in accordance with Credit Union standards, policies, and procedures.
  • Carry out additional job-related tasks as assigned.
Qualifications

Required Skills and Experience:

  • 1 to 3 years of relevant experience in a similar role.
  • A two-year college degree or completion of a specialized course of study at a business or trade school, accompanied by 5 years of related experience.
  • Capability to learn and support new systems and applications.
  • Exceptional client service skills.
  • Aptitude for translating technical information for non-technical users.
  • Ability to lift or move up to 50 pounds.
Equal Employment Opportunity

CFCU is committed to providing equal employment opportunities without discrimination based on race, color, religion, creed, sex, sexual orientation, gender identity or expression, pregnancy, marital status, age, national origin, citizenship, handicap or disability, veteran or military status, political beliefs, victim of domestic violence status, familial status, or any other status protected by law. This policy encompasses all aspects of employment including recruitment, hiring, compensation, training, promotion, and termination.

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