HELP DESK MANAGEMENT/SPECIALIST, IT-DUKE CREDIT UNION

Job description

IT Specialist

  • Objectives
  • Assist in the day-to-day management of the Help Desk operation and support of the Credit Union’s technology systems. Assist in the evaluation and analysis of networking needs and provide for integration of multiple hardware and operating system platforms; install, configure, manage and troubleshoot local area and/or wide area networks.

    Perform various network administration activities including, but not limited to, network maintenance and upgrading, core data processing system, workstation and printer maintenance, user account maintenance, network access and backups; maintain, install and upgrade network and stand-alone software; evaluate software applications and recommend appropriate purchases and utilization; serve as troubleshooter for software and hardware problems.

  • Reporting Relationships
  • A. Reports to: IT Analyst

    B. Directs: None

  • Responsibilities and Authorities
    1. Perform various network administration activities including, but not limited to, network maintenance and upgrading, system center/workstations (security, application deployments, system updates and patches), printer maintenance, user account maintenance, network access and backups; maintain, install and upgrade network hardware and software.

    Assist in the day-to-day management of the Help Desk in support of the Credit Union’s staff and related technology systems. Respond to service calls; diagnose and correct equipment failure and malfunctions; repair or replace malfunctioning equipment. Provide appropriate logging and tracking of service requests through the daily request spreadsheet and/or service desk website.

    Address and resolve daily tasks associated with the core data processing system, i-Access, i-BillPay, i-Mobile, i-Statements, Optical system, IT supplies, TV displays and other credit union technology systems as necessary. Evaluate software applications and recommend appropriate purchases and utilization; serve as troubleshooter for software and hardware problems.

    Serve as Credit Union liaison to core data processing system provider, including opening and managing cases.

    Produce functioning computer code for Credit Union technology systems. Assist with programming custom reports as requested by staff and other applicable programming duties.

  • Maintain working relationship with third party vendors, including Duke University and its representatives, to resolve software and hardware problems.
  • Provide information and/or technical assistance to users, or third party vendors, concerning the development and maintenance of the computer network or for resolution of special problems, including Duke Payroll processes (submit required payroll deduction spreadsheets, scan and index payroll documents and other processes as needed).

    Provide and/or coordinate training in appropriate software and hardware areas across Credit Union departments.

    Maintain accurate and current records on repair, installation and removal of equipment; identify and contact third party vendors for repairs of hardware malfunctions as necessary. Contact appropriate organizations for removal of surplus equipment, including following protocols for removing data from hard drives.

    Install, configure, manage and troubleshoot local area and/or wide area networks.

    Assist in the evaluation and analysis of networking needs and provide for integration of multiple hardware and operating system platforms.

    Recommend improvements to computer operating procedures; write and maintain computer procedure manuals.

    Assist in the implementation of changes to the Credit Union network based on recommendations from the annual IT External and Internal audits.

    Assist Credit Union management in researching and selecting software and hardware appropriate to Credit Union needs. Assist in the development of long range planning for new projects and computer hardware needs.

    Collaborate with Credit Union cross-department project teams on planning, implementation, and testing of new software and hardware projects.

    Perform other related duties incidental to the work described herein.

    Performs other such duties as may be required or requested by the IT Analyst or Director of Operations.

    Position Specifications for: IT Specialist

    Education: Work requires reading, writing and analytical skills normally acquired through a high school education. Additional training or certifications in computer technology preferred.

    Experience: Work generally requires three years of experience as a Computer Technician or related position to acquire competency in the maintenance and repair of computer equipment.

    Job Knowledge: Should be familiar with multiple hardware and operating systems.

    Abilities and Skills: Must possess the ability to effectively work by telephone, email (electronic) or in person to evaluate and analyze networking needs. Must possess good problem solving and decision-making skills related to the hardware and software used at the credit union.

    Essential Functions: Mobility, Speech, Sight, Hearing, Stooping, Dexterity, Lifting, Bending, and Sitting.

    Working Conditions: Must be willing to work overtime during peak periods or during non-business hours to resolve issues with the LAN or related equipment and software. Must be able to work under some pressure to meet various deadlines. Usual office conditions.

    Pay Grade: Job Family 08: Information Technology, Level: Band B

    Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

    Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

    Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

     

     

     

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    Job No:
    Posted: 5/3/2021
    Application Due: 8/1/2021
    Work Type: Full Time
    Salary: