Technical Support Specialist I

Technical Support Specialist I

The Technical Support Specialist I is responsible for delivering outstanding service to both internal and external members that meets or exceeds our mission, vision, and core values. This position is also responsible for the installation, configuration, maintenance, and support of desktop systems, hardware, software, and related infrastructure. In addition, the position is responsible for providing technical assistance and support for hardware, software, and systems used by the credit union's staff and members. This role includes answering user questions, troubleshooting hardware and software issues, maintaining system uptime, and supporting efficient technology operations. This position reports to our Spirit Valley location.

Key Responsibilities

• Provide technical problem resolution assistance on hardware, software, and virtual device problems for all users of technology including desktops, laptops, printers, and peripherals.
• Serve as the first line of support for internal staff across all departments by responding to help desk tickets, phone calls, and emails.
• Performs basic troubleshooting of network connectivity issues and basic user login problems.
• Assist with account access, password resets, system permissions, and endpoint security.
• Manage user accounts, permissions, and access rights in Active Directory and other systems.
• Collaborate with other IT team members to support network connectivity, system upgrades, and projects.
• Ensure compliance with IT security policies and assist in implementing cybersecurity best practices.
• Support credit union-specific applications and work with third-party vendors when needed.
• Create and manage knowledge base articles to provide documentation as needed, and detailed documentation with tickets and changes.
• Escalate issues to next level of support when appropriate.
• Manage computer hardware, software, and peripherals, including asset management.
• Image, configure, and maintain Windows desktop operating systems and standard credit union software applications, as well as peripherals, using deployment tools.
• Provide onboarding and offboarding technical support, including setup and recovery of workstations and user credentials.
• Identify and recommend improvements to enhance system performance and user experience.
• Participate in business continuity and disaster recovery planning and testing.
• Assist in patching all desktop software including Windows OS, Adobe, Chrome, video conferencing software, etc., in a timely and consistent manner.

Qualifications

Associate degree in Information Technology, Computer Science, or a related field; or equivalent work experience. Minimum of 2 years of experience supporting and configuring desktop environments and server operating systems. Experience with Active Directory, Azure AD, Imaging and Deployment Software. Intermediate to advanced proficiency with Microsoft Windows OS and Microsoft 365 suite (Word, Excel, Outlook, PowerPoint). Excellent customer service and communication skills.

Certifications

CompTIA A+ CompTIA Network+ CompTIA Security+ (Preferred but not required)

Schedule

Monday - Friday, 9:00 a.m. to 6:00 p.m.

Wage & Hour Details

Full Time, 40 hrs/wk This is a non-exempt position Starting pay range: $23.00 - $27.00, pay commensurate with experience

Benefits

Medical, dental and vision plan options Health Saving Account and Flexible Spending Account options 401(k) with competitive company match Paid time off, paid holidays, personal time, and paid volunteer time Development time and tuition reimbursement Company provided life insurance, short-term and long-term disability insurance Voluntary benefits including life, critical illness, accident, and hospital indemnity coverage Paid parental leave Discretionary, annual profit-sharing bonus

Equal Opportunity Employer

Members Cooperative Credit Union (MCCU) is an Equal Employment Opportunity employer. We are committed to an inclusive organizational environment that encourages the full participation of all members of our diverse workforce and enables everyone to maximize their talents, skills, and abilities to serve our members. MCCU recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and skills. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.