Cascade Community Credit Union POSITION DESCRIPTION Position Title: IT Support Specialist Department: IT Classification: Hourly, Full Time REPORTING RELATIONSHIPS Position Reports To: VP of IT POSITION PURPOSE: The IT Support Specialist will assist in supporting the Credit Union\'s information systems, which includes planning, implementing, maintaining and troubleshooting network and systems hardware and software. This position will also perform network, system and database administration tasks including maintenance and routine upgrades, to maintain efficient operations and to maximize staff productivity. All technology staff are responsible for enhancing the capabilities and efficiencies of CCCU\'s applications and systems. In addition, team members are expected to possess and foster a culture of ownership from problem or opportunity identification to resolution or implementation. Team members are also expected to respond to production incidents, fulfill service requests and provide support to employees with technology issues. Team members may occasionally be required to provide evening and weekend on-call support. ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Provide full desktop support to staff members (in person and remotely).
• Configure, deploy, and support desktop systems.
• Troubleshoot and resolve issues with desktop PCs and peripheral equipment (keyboards, scanners, printers, etc.), and IP phones.
• Review notifications from monitoring system, core financial software, backup solutions, and other systems.

Team Responsibilities:

• Provide technical expertise on critical business systems.
• Contribute to the development of the Credit Union\xe2\x80\x99s technology strategy.
• Provide support for technical issues.
• Adhere to all documented standards, guidelines and procedures.
• Build and maintain standards for supporting infrastructure and applications in the production environment and ensure that all changes adhere to those standards.
• Execute routine processes necessary for the day-to-day operation of systems. This includes, but is not limited to:

• • deploying approved system and application changes
  • monitoring networks, systems, and applications for issues
  • managing software and certificate licenses,
  • managing usage and capacity, gathering and reporting performance metrics on networks, appliances, servers, and applications and using those metrics to recommend improvements
  • identifying opportunities to improve monitoring, add automation
  • increase performance and enhance security of production systems
  • driving patch releases to systems and resolving production incidents

• Responsible for implementing and maintaining Microsoft Windows and networking infrastructure, including Windows servers and workstations, Active Directory, DNS/DHCP, Microsoft SQL, Exchange Online, switches, SAN storage, firewalls, and virtual environments.
• Maintain the system inventory and operation logs.
• Support project and business platform work requests.
• Ensure that solutions maintain compliance with Credit Union and regulatory standards.
• Flexibility and respond well to change in direction, priorities, and changes in work requirements.
• Perform other duties as assigned.

QUALIFICATIONS Required Knowledge/Experience:

• Strong troubleshooting, organization, and analysis experience and skills.
• Solid understanding of Windows operating systems and how to troubleshoot issues.
• Experience with Microsoft Office.
• Experience with installing, upgrading, and replacing PC peripheral device drivers and software.
• Experience working with hardware or software vendors for purchases, support, or replacements.
• Deploying systems, software, configuration changes and implementing rollback plans.
• General understanding of Microsoft Active Directory.
• Practical remote assistance knowledge.
• Working in an ITIL environment including strong change control and configuration management practices.
• LAN/WAN understanding and ability to troubleshoot root cause to resolution.

EDUCATION: Two-year degree in Computer Information Systems or equivalent experience. Skills/Abilities:

• Follow all company policies and act as a role model to others in the following of these policies. This includes, but is not limited to, providing exceptional internal and external service, championing company values, representing the Credit Union with a high level of professionalism and working hard to support your teams and arriving to work on time every day with a positive attitude.
• Collaborate with peers in other business units.
• Deliver quality work within specified timelines.
• Self-motivated, highly organized and detail orientated, demonstrating ability to work both independently and in group settings.
• Organize workload to ensure priority responsibilities are completed with quality and as scheduled.
• Maintain the highest level of confidentiality regarding all sensitive, confidential and proprietary Credit Union information.
• Provide status updates to management regarding issues and progress.
• Must be able to share and communicate ideas and processes in verbal and written form to executive staff, business units and staff in a clear and concise manner that is the parlance of each group.
• Anticipate service issues and determine root cause and potential solutions.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. May exert up to 50 lbs. of force on rare occasions.