IT SUPPORT SPECIALIST

Description/Job Summary

PURPOSES SPECIFIC TO THE POSITION

• The IT Support Specialist will provide technical assistance and support to end-users both inside and outside of the Cooperative regarding the use and troubleshooting of various hardware, software, systems, networks, and other related technologies. As a member of the IT Support team, the applicant is expected to collaborate with other team members to assist in incident escalation and resolution.
• The applicant must possess strong overall technical skills across multiple IT disciplines, coupled with exceptional end-user service and interaction capabilities, and be able to work independently in a fast-paced environment.

RELATIONSHIPS

• Reports to Manager, Information Technology Security & Support.
• Directs - none.
• Cooperates or coordinates with all end users, vendors, or other individuals, both internal and external, as necessary and required by the position.

RESPONSIBILITIES AND AUTHORITIES

• Troubleshoot software and hardware issues, both in-person and via alternative support channels (e.g., phone, Teams, email).
• Configure and troubleshoot desktop, label, and large-format printers.
• Write instructional documentation, both technical and non-technical, for use by other IT staff members as well as by end-users.
• Must be willing to serve as a member of the on-call IT Support rotation and work extended hours, weekends, and overtime as necessary.
• Requires willingness and ability to lift light and medium loads for duties (i.e., delivering computers, unpacking/rack-mounting equipment).
• Must report in person to corporate headquarters located in Berryville, AR.
• Must possess a valid driver's license.
• Must operate all Cooperative equipment safely and productively.
• Performs duties consistent with board policies, federal and state regulations, and cybersecurity policies and procedures.
• Follows cybersecurity policies and procedures to help mitigate cyber-related risks for our organization.
• Requires willingness to work with mission-critical and sensitive systems, with a sense of urgency appropriate to the responsibilities.
• Maintains the highest degree of confidentiality regarding all Cooperative, member, or employee information.
• Performs other duties as requested or required by the position.

PREFERRED SKILLS AND EXPERIENCE

• 3+ years of experience in IT support, including building, deploying, and troubleshooting computer systems, hardware, printers, software, and IP networks within an enterprise environment.
• Technical certifications including (but not limited to): CompTIA A+, or Network+.
• Experience with Windows and iOS operating systems.
• Experience with Microsoft technologies, including Active Directory, Exchange, Office 365, and various Microsoft cloud services.