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Career Opportunity: Technical Support Specialist I, II

Job Title
Technical Support Specialist I, II
Organization
Golden State Farm Credit, ACA
Location
Kingsburg, California
Department
Experience Level
Entry Level (1-4 years)
Supervisor's Title
Technology Services Manager
Category
Information Technology
Salary Range
DOE, depending on experience
Posted Date
Tuesday, December 5, 2017
Closing Date
Open until filled
Job Description

Position Summary

Golden State Farm Credit is looking for a Technical Support specialist I, II for our Kingsburg Branch location. This position ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. This position also provides backup infrastructure support to Technology Services Manager. Level of education and purchase approval will differentiate between a level I and a level II.

ESSENTIAL FUNCTIONS:

  • Technical Support
    • Responds to questions and issues related to the software, hardware, and networks
    • Troubleshoots and uses a variety of tools to determine the problem and the most effective way to resolve the issues with the least impact on operations
    • Evaluates if additional resources or vendors need to be utilized to address issues o Tracks and documents issues within the established Association tracking system o Determines priority of technology issues
    • Supports the Technology Services Manager’s efforts to maintain, improve, and monitor the Association’s technology
  • Technology Maintenance
    • Recommends maintenance on the Association’s hardware and software
    • Performs routine maintenance
    • Monitors hardware replacement cycles and completes as needed
    • Evaluates replaced hardware and software to determine disposition
  • Hardware and Software Installation
    • Obtains approval needed to install or purchase hardware and software for staff
    • Identifies the vendor for purchases of software and hardware
    • Installs hardware and software
    • Monitors software licenses for expiration and renewal
  • Customer Service
    • Travels to Association offices to ensure technology is performing as expected and complete any necessary repairs
    • Provides assistance via email, remote login, phone, or in-person to staff requests for IT assistance
    • Communicates and educates staff on technology policies, procedures, and information security practices
  • Data Security and Confidentiality
    • Appropriately protects the confidentiality, security, and integrity of the Association’s systems and data and clients’ data
  • Commitment and Support of Association Mission
    • Understands, applies, and supports the Association mission and vision statement in a positive, professional manner at work and with customers in all settings

Technology Support Specialist II responsibilities may also include:

  • Server support and infrastructure maintenance
    • Applies software patches and updates association wide on a variety of technology platforms
    • Account and access administration, user provisioning; account terminations
    • Identifies complex root cause of issues and repairs servers and systems as needed
    • Determines if server and other related network equipment should be shut down or rebooted
    • Provides backup for phone system maintenance and administration
  • Conducts complex installations and configurations
  • Diagnoses, determines, and corrects complex hardware and software issues

 KNOWLEDGE & SKILLS:

  • Knowledge of the agriculture, financial and real estate industry, and applied business mathematics and
  • Knowledge of Microsoft Office Suite (with expertise in Excel), computers, current software, and other office
  • Ability to effectively read, write, and communicate in the English
  • Skill in serving and working effectively with both external and internal customers in a professional, respectful
  • Skill in analyzing information and problem solving to formulate logical and objective
  • Knowledge of computer hardware and software, data processing, and enterprise software
  • Knowledge of network topology, phone systems, servers, outsources systems, technology system characteristics, integration capabilities, and computer
  • Skill in selecting and using the appropriate training/instructional methods and procedures when learning and/or teaching information to
  • Knowledge in information security protocol and
  • Knowledge of the application of technology in the agriculture and financial services

 QUALIFICATIONS:

Education:

Associate’s degree in Information Technology

Experience:

Level I -  Two years of computer software and hardware installation experience*

Level II – Four years of computer software and hardware installation experience*

*Or an equivalent combination of education and experience sufficient to perform the essential functions of the job.

Purchasing Authority:

Level I – Up to $300

Level II – Up to $2,500

 PHYSICAL DEMANDS:

Positions in this class requires: typing, talking, hearing, seeing, and repetitive motions. May be required to lift up to 10 pounds, carry, push, pull or otherwise move objects while completing essential functions. This position is comprised of sedentary work which involves sitting at a computer a majority of the workday; walking and standing are required only occasionally. The employee is required to have close visual acuity to perform activities such as: preparing and analyzing data and figures, viewing a computer screen, and/or reading extensively. May also require: climbing, balancing, stooping, kneeling, crouching, grasping, walking on uneven surfaces and/or confined areas, and lifting more than 10 lbs.

 WORKING CONDITIONS:

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. Employees may be subjected to environmental conditions and atmospheric conditions, including: dusts, fumes, extreme temperatures, inadequate lighting, and intense noises. This position requires approximately 35% travel time.

Please Note: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed. Golden State Farm Credit is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or disability, or any other characteristic protected by law.

Applicants are required to submit a Golden State Farm Credit application to be considered for the position. Resumes and other documents may be attached and submitted as a supplement to the application.