IT Support Specialist II

Greater Iowa Credit Union is currently seeking an IT Support Specialist II to manage the organization's endpoint devices, provides technical support to internal members, and administers user and device lifecycle processes. This position will receive and respond to technical support inquiries and requests via phone, email, and chat. The IT Support Specialist will create and update tickets in a ticket management system for tracking requests, incidents, problems, and changes, and execute user and asset lifecycle tasks. This position will pro-actively manage the organizations endpoint systems including building, configuring, deploying, patching, and upgrading devices through centralized automation systems and manually as needed. This position also works alongside the IT team to provide weekend and after-hours support when required.

Location: 1509 Baltimore Drive, Ames, IA 50010

Hours: Monday- Friday 9am-6pm and Saturday morning coverage when on-call

Essential Functions & Responsibilities:

• Receive and respond to support requests. Provide help desk support services by taking phone calls, responding to emails, and providing desk-side support to end users. Promptly resolve basic to moderately complex technical issues and assist end users with how to accomplish routine and basic tasks using the organization's technology. Escalate issues and incidents as directed.
• Manage endpoint systems. Proactively manage endpoint devices by building and leveraging centralized management tools where possible. Create automated methods for routine maintenance of endpoint devices including desktop and laptop computers, tablets, smartphones, and applicable IoT devices. Build and maintain base images and software deployment packages.
• User lifecycle management. Manage the user lifecycle management process to include user account creation, changes, and disablement in accordance with information security best practices. Create user groups to support role-based permissions as part of user lifecycle management. Perform user lifecycle management tasks including creating new users, assigning groups and permissions, unlocking accounts, disabling accounts, and configuring authentication mechanisms such as multi-factor authentication tokens.
• Asset lifecycle management. Manage endpoint devices and software including setup, configuration, troubleshooting, decommissioning, and recycling of equipment. Participate in the management of endpoint software license management and reporting. Deploy and administer endpoint software and assign licenses as needed. Track hardware assets and update asset tracking and asset configuration databases. Perform hardware and software asset inventory tasks as needed.
• Create documentation. Create and update tickets in a ticket tracking system. Ensure new tickets have relevant documentation and new information is promptly added to existing tickets. Create and manage process and procedure documentation for assigned responsibilities. Assist with the creation and upkeep of other department documents. Create ad-hoc documentation to assist end users with new technologies and changes to functionality. As directed, create and send organization-wide communications related to major incidents, problems, and other issues affecting technology users.
• Research, evaluate, and propose new solutions. Continuously research and review new endpoint technologies including hardware and software that may improve credit union operations. Propose changes to new technologies, evaluate new technologies, and assist with the creation of standards as directed.
• Administer endpoint security. Administer endpoint device security systems and client-side security controls as directed. Partner with the Information Security Officer to ensure endpoint systems are properly protected against information security threats. Monitor endpoint system security tools and response to information security alerts. Resolve routine information security events as directed.
• Performs other duties as assigned.

Knowledge and Skills:

• Experience: One year to three years or more providing IT services to end-users and/or 1) A two-year college degree or 2) Completion of a specialized course of study at a business or trade school or 3) Completion of a specialized and extensive in-house training or apprenticeship program.
• Education: Associate degree in information technology or related field. Bachelor's degree preferred.
  Microsoft, A+, Network+, Security+ or similar certifications preferred.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

• Strong knowledge of Microsoft Windows client operating systems
• Strong knowledge of ManageEngine Desktop Central
• Strong knowledge of the Microsoft Office 365 suite
• Ability to troubleshoot moderately complex computer and network problems
• Ability to administer users, computers, and groups in Microsoft Active Directory
• Ability to administer mailboxes and distribution lists in Microsoft Exchange
• Ability to perform computer hardware maintenance and repairs
• Knowledge of Microsoft Windows and third-party software patching best practices
• Knowledge of user and asset lifecycle management best practices
• Knowledge of basic IT service management operations and best practices
• Familiar with basic information security concepts and practices

Physical Requirements: While performing duties of this job, the employee is regularly required to sit, stand, walk and manipulate (life, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: Work is performed in a standard office environment with a quiet to moderate noise level. Will travel to other branches as needed. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greater Iowa is an Affirmative Action, Equal Opportunity Employer (AA/EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.