IT Support Specialist - Tier 1 Full Time

Job Description

Job Description

Description

The Support Specialist will perform workstation and Microsoft cloud support for small financial institutions throughout Indiana. This is a full-time hourly position. Two days will be on site at the Indiana Credit Union League (ICUL) in Castleton Indiana, with a third day being either on-site or traveling to an Indiana Credit Union. Two days will be an option of work from home or on-site at ICUL (Employee preference).

Primary Responsibilities

• Provide Tier I support for computers, networks, and cloud/SaaS in a predominately Microsoft environment.
• Service Desk functions to include evaluating, processing/resolving, reporting, and tracking of trouble tickets including time tracking with detailed work descriptions.
• Monitor trouble ticket queues, entering and managing software problem incidents.
• Coordinate with other support center staff and/or ticket originator to confirm and/or facilitate timely resolution of client issues.
• Be hands on for remote client installation while supported by expert technicians.
• Support Microsoft 365 cloud environments including native Azure AD joined computers using Intune policy management.
• Manage escalation to Vendors and work with Vendors through resolution.

Basic Qualifications

• Requires minimum 5+ years of prior relevant support in a highly technical environment or experience or 3+ years with degree (associate or baccalaureate)
• Ability to interact and assist customer team members, at a variety of levels and technical capabilities, including high levels of management.
• Must be able to work independently and be detail-oriented.
• Must have strong analytical, problem-solving, and conceptual skills.
• Must have the ability to own a technical task and work it to completion.
• Extensive hands-on experience in an operations support role.
• Intermediate knowledge of and experience supporting Office365

Additional experience desired but not required.

• Auditing, such as PCI, HIPAA, and General Audit
• Cybersecurity experience
• Experience supporting financial institutions.

Trips to Clients

• Some client trips could require an extended workday, up to 12-hours. (No Overnight Trips)
• Travel includes hourly rate plus mileage reimbursement
• • Hourly pay for travel is paid at $15/hour
  • Mileage over 30 miles round trip will be paid at the standard government reimbursement rate.

Benefits

• Health, Dental, and Vision insurance are available with company paying 50% of insurance cost.
• Short-term disability, long-term disability, and limited life insurance are 100% company paid.
• 5 Company Holidays and 3 Flex Holidays for a total of 8 paid holiday days.
• 10 Paid vacation/sick days