Technical Support Administrator

The Technical Support Administrator reports to the IT Support Manager and is responsible for providing quality technical support to users. The position is directly involved in troubleshooting/resolving personal computer, application, and peripheral-related problems.

Responsible and Accountable for:

• Provides front-line interaction with users and acts to ensure all reported problems are resolved.

• Provides phone coverage of the primary internal Chartway Help Desk line as required.

• Develops ideas for improving and enhancing the general operation of the support desk and user experience. Installs, configures, tests, and supports new applications as required.

• Provides first level analysis and diagnostics of reported problems (including Desktop Operating Systems, network, branch, and PC issues).

• Provides backup for IT computer operations as required; required to have cell phone for after hours and weekend on-call duties as needed.

• Performs other duties as assigned.

• Excellent communication skills, and self-motivated (especially when involving the learning of new technologies).

• Knowledgeable in installation and support of Microsoft Windows operating system, including installation, support, and testing of new applications.

• Knowledgeable in the basics of supporting an Ethernet network (including wiring, installation of PC hardware and software, and troubleshooting)

• Possess broad knowledge and understanding of current and emerging technologies and their relevance as tools in the IT industry.

• Ability to identify and analyze critical problems and provide viable solutions and/or alternatives, informing senior staff in a timely manner.

• Ability to provide first level support to end users in the areas of network, desktop, applications, telecommunications, web, and Desktop Operating Systems.

• Ability to effectively work with other departments, prioritize and escalate issues as necessary, and provide resolution follow-up.

• Ability to assist with other operational issues as required.

• Ability to research and document problems/resolutions and create “How-To” instructional documentation as needed.

• Ability to act as a source of information, help, and training for staff throughout the organization concerning personal computer applications and operating systems.

• Ability to lift 50lbs of equipment to facilitate equipment relocations, as tasked.

Education and Experience:

• Education: Associate degree (AS in computer science or similar) or equivalent experience.

• Experience: Approximately 2-5 years of technology support, focused on customer interaction with excellent customer service skills (preferably experience with a financial institution)

• Certification: One of the following (A+, Microsoft MCP, Network +, CCNA) or equivalent experience

Department Hours: Monday - Friday 9:00 AM - 6:00 PM; Rotating Saturdays every 5-7 weeks (one day off during the week when working on Saturday)

Hiring Range: $23 - $30 per hour

(Higher compensation may be considered based on experience, qualifications, and internal equity)

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities., Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.