IT Support Specialist

Nor State FCU is hiring an IT Support Specialist in Madawaska.

Pay Range:$16.94 - $25.41

• Provide end-user support for hardware, software, and business applications by troubleshooting technical issues, responding to support requests, and delivering training and guidance to ensure the effective use of company-approved systems and technology resources. Provide support for remote workforce technologies, including VPN, wireless networking, and identity management tools.
• Administer and support Microsoft 365 services, including Exchange Online, Outlook, Teams, One Drive, SharePoint, and related collaboration tools, ensuring secure, reliable, and efficient communication across the organization.
• Manage and support the credit union's VOIP phone system, including user provisioning, device configuration, and voicemail management. Troubleshoot call quality and connectivity issues and submit support tickets as needed.
• Install, configure, upgrade, and maintain the Microsoft Windows operating system. Assist with operating system and application patching processes to ensure systems remain current, secure, and compliant with organizational standards.
• Assist in the development of internal standards and controls for PCs, including software and hardware inventories, software library, installation records, user procedures and policies manual, and I.S. control policies.
• Reviews PC product purchase requests for non-standard or beyond standard products; consider compatibility, serviceability, need, and price in forming a recommendation on behalf of I.S. to the appropriate company manager.
• Analyze business processes and user workflows to identify inefficiencies, recommend and develop software-based solutions, and assist in implementing improvements that enhance operational efficiency and employee productivity.
• Perform other job-related duties as assigned

• Complete assigned responsibilities with minimum number of errors according to established department standards
• Schedule and implement upgrades to assigned systems in accordance with current policy and procedures.
• Ensure integrity of internal standards and controls for all assigned computer systems.
• Troubleshoot and resolve member and internal inquiries in a timely, accurate manner.
• Demonstrate and maintain in-depth understanding of PCs, and a working knowledge of new technologies, networks, protocols, and system administration.
• Keep management informed regarding key operating issues affecting the department

• Two years to three years of similar or related experience.

1. A two-year college degree
2. Completion of a specialized certification or licensing
3. Completion of specialized training courses by vendors
4. Job-specific skills acquired through an apprenticeship program

Work involves contact with people beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

• Proficient knowledge of Microsoft products, including Microsoft Office applications, with the ability to support, troubleshoot, and train users; experience with Microsoft 365 environments is a plus.
• Extensive knowledge of PC hardware, networks, operating systems, and peripherals.
• Broad knowledge of functions of the company and evolving desktop processing needs of departments and individual users.
• Ability to communicate and work effectively with a variety of people at all levels of technical proficiency.
• Ability to work effectively, under pressure, manage multiple tasks simultaneously, and prioritize support requests based on urgency, business impact, and operational needs.
• Must be able to work and travel independently and use general office equipment.

• Ability to lift, carry, move, and install computer equipment, peripherals, and other technology-related devices weighing up to 50 pounds.
• Position may require travel to branch locations, vendor sites, training events, or other business locations.

This job description is not a complete statement of all duties and responsibilities comprising the position.