What are the responsibilities and job description for the IT Support Specialist II position at Universal 1 Credit Union?
Universal 1 Credit Union (U1) is a not-for-profit financial institution that exists to create personal, community, and financial well-being. Our way of life is centered on being Trustworthy, Friendly, and Reliable.
U1 Purpose: Working together on your journey to financial empowerment.
U1 Mission: Where U Come 1st!
U1 Vision: Beyond What You Expect
POSITION PURPOSE
An IT Support Specialist II is a mid-level technical support role responsible for resolving complex hardware and software issues, installing and configuring systems, managing network connectivity, and often requiring a deeper understanding of IT infrastructure compared to a basic IT support specialist. This position is responsible for analyzing, troubleshooting and evaluating technology issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Follows established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Escalates problems to appropriate levels or teams to achieve issue resolution. Provides support for installations or upgrades of software or devices. Fulfills all service level standards for response time and quality. Maintains computer and software inventory database. Is aligned with and promotes U1 values.
U1 Purpose: Working together on your journey to financial empowerment.
U1 Mission: Where U Come 1st!
U1 Vision: Beyond What You Expect
POSITION PURPOSE
An IT Support Specialist II is a mid-level technical support role responsible for resolving complex hardware and software issues, installing and configuring systems, managing network connectivity, and often requiring a deeper understanding of IT infrastructure compared to a basic IT support specialist. This position is responsible for analyzing, troubleshooting and evaluating technology issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Follows established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Escalates problems to appropriate levels or teams to achieve issue resolution. Provides support for installations or upgrades of software or devices. Fulfills all service level standards for response time and quality. Maintains computer and software inventory database. Is aligned with and promotes U1 values.