What are the responsibilities and job description for the Technical Imaging Specialist position at National Information Solutions Cooperative (NISC)?
Work Schedule:
- Hybrid (after an initial training period) from either of these office locations:
- Lake Saint Louis, MO
- Mandan, ND
- Hybrid Schedule: Minimum of working 3 days per week in the office and ability to work up to all 5 days a week in the office, as needed
- Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose
Primary Responsibilities:
This position is an exciting opportunity to be a problem solver on our Technical Support Team, providing quality IT support to NISC customers nationwide in a team environment. The technical emphasis of this position is supporting NISC value added products such as Document Management (imaging), RemitPlus (electronic check processing solution), VeriFone (payment devices), Call To Order, and AI Assistant in a Linux Server and Windows desktop environment.
Essential Functions:
- Provide quality customer support as part of the Technical Support Team as follows:
- Incoming phone calls via an ACD (Automatic Call Distribution) environment
- Items assigned to the Tech Imaging Call Center via NISC contact tracking system, customer monitoring dashboard, NISC Community requests, chat, and direct e-mail
- Provide problem resolution for the following technologies:
- NISC developed Document Management (imaging), NISC developed Call To Order, NISC developed AI Assistant, ProfitStars RemitPlus (electronic check processing solution), and VeriFone (payment devices)
- Linux operating system with emphasis on SUSE Enterprise Linux
- Intel based hardware with emphasis on Dell hardware
- Databases with emphasis on PostgreSQL and SQL Server
- Virtualization technologies with emphasis on VMware and HyperV
- Windows operating systems including Windows Server 2024, Windows 11, and Terminal Services
- Peripheral hardware devices such as document scanners, checking image scanners, and VeriFone payment devices
- Mobile applications running on IOS and Android devices
- Network connectivity and security principles as it pertains to Cloud applications and device connectivity
- Craft effective AI Prompts using prompt engineering
- Identify gaps in features and functionality in software and assist with resolution
- Trains customers on Document Management and RemitPlus in the form of a Member Workshop or one-on-one training
Desired Job Experience:
- Excellent knowledge of supporting custom applications at a customer site and in a hosted environment
- Excellent knowledge of supporting hardware and applications in a remote environment, utilizing tools such as Teams, VPN clients, and Dell Remote Access Cards (DRAC)
- Working knowledge of peripheral hardware such as scanners or payment devices
- Working knowledge in the setup and support of Linux and Windows operating systems
- Working knowledge in the setup and support of Dell Intel based hardware
- Working knowledge of Virtual Private Networks (VPN), firewalls, TCP/IP networks and network security
- Basic knowledge of SQL language
Important Skills:
- Strong customer orientation
- Strong problem-solving skills and attention to detail
- Strong verbal and written, interpersonal, and communication skills
- Ability to work independently, as well as in a team environment
- Ability to effectively adapt to change
- Ability to organize and prioritize
- Ability to interact in a positive manner with internal and external contacts
- Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality
- Commitment to NISC's Statement of Shared Values
Desired Education and/or Certification(s):
- High School diploma or equivalency required
- Bachelor's Degree in a computer-related field or equivalent experience preferred
- Technical Certification preferred
Minimum Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.
Disclaimer:
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
