Job details
Job type full-time
Full job description
Description:
Twinstar credit union is seeking a technical support administrator to join our team! this position administers basic technical support for a wide range of technology including but not limited to: computer hardware, peripherals and software, symitar, imaging, microsoft, *nix, network, and general technologies utilized by the credit unionActs as a subject matter expert (sme) for several systems within the credit union.
Location: this position is remote in following states only: alabama, arizona, florida, idaho, kansas, new mexico, oregon, texas, and washington state
Requirements:
Essential functions and tasks:
Evaluates, prioritizes, troubleshoots, routes, and answers support requests from users experiencing problems with hardware, software, networking, and other computer-related technologies, own the issue until resolution while upholding sla.
Thoroughly manages trouble tickets submitted by end usersResolves all first level issues during the initial request / response.
Escalates issues when it is deemed a beyond first level scope or skills or when unable to resolveFollows up to assure issue resolutionDocuments the resolution so future issues may be resolved at the first level.
Schedules and installs updates/upgrades to various systems as required.
Follows up to make sure outstanding problems are being resolved, communicates to the stakeholder all updates through the ticketing system including triage/resolution specifics.
Makes judgments resolving issues of a technical nature, referring any complex issues to the appropriate team member’s/sme’s.
Manages and contributes to the development of existing support systems, centralized enterprise knowledge base, and enterprise automation initiatives.
Acts as a sme for support, automation, desktop imaging/deployment and alertingWorks with other sme’s and coordinate as necessary to drive issue resolution.
Reports pertinent information and statistics to management in order to identify common problems/trends and recommends areas where training and documentation can be improved.
Assists with the development and management of new technical solutions used by the credit union.
Coordinates communications for critical events and document all milestones in support system.
Provides on-call technical support on a 24/7 basis.
Evaluates, prioritizes, troubleshoots, routes, and answers support requests from users experiencing problems with hardware, software, networking, and other computer-related technologies, own the issue until resolution while upholding sla.
Thoroughly manages trouble tickets submitted by end usersResolves all first level issues during the initial request / response.
Escalates issues when it is deemed a beyond first level scope or skills or when unable to resolveFollows up to assure issue resolutionDocuments the resolution so future issues may be resolved at the first level.
Schedules and installs updates/upgrades to various systems as required.
Follows up to make sure outstanding problems are being resolved, communicates to the stakeholder all updates through the ticketing system including triage/resolution specifics.
Makes judgments resolving issues of a technical nature, referring any complex issues to the appropriate team member’s/sme’s.
Manages and contributes to the development of existing support systems, centralized enterprise knowledge base, and enterprise automation initiatives.
Education, experience, and certifications required:
Education
High school graduate or ged
Experience
1-2 years of related experience
Licenses or certifications
Valid driver’s license
Education and experience preferred:
Education
Bachelor`s (b.a/b.s) degree in related field
Experience
2-4 years of related experience
Are you ready to join our credit union team? please fill out our mobile-friendly applicationWe look forward to meeting you!
Why us?
We offer great benefits including medical, dental, vision, a flex spending account (fsa), 401(k), paid holidays, sick leave, generous vacation accrual, life insurance, tuition reimbursement, an employee assistance program (eap), a wellbeing program, a fitness room at the corporate office, public transportation reimbursement, and moreYou will join a culture that invests in people and empowers success!
About us:
You`ve probably heard that credit unions are different than banks, but what is it exactly? the big difference is you credit unions are not-for-profit cooperatives owned by the very people we serve, members just like youWe exist solely to serve our members, not to enrich a small group of stockholdersSo decision making is a bit easier at credit unions we`re seeking to return the most value to each member at all timesCredit unions are run by democratically elected and volunteer board of directors; it`s democracy in action for the people by the people!
Status: full-time, exempt
Location: this position is remote in following states only: alabama, arizona, florida, idaho, kansas, new mexico, oregon, texas, and washington state
