Systems Support Technician

Sage Credit Union’s systems are the central nervous system of the organization, supporting Credit Union employees in effectively and efficiently meet the needs of our members. A Systems Support Technician, is first level support for all Credit Union employee computer hardware and software needs; collaboratively solving problems and delivering solutions across multiple software systems and devices along with performing daily routines and maintenance as an integral part of the Systems Support team. a System Support Technician contributes to projects and documentation efforts to effectively deploy dynamic changes in technology., * Ensure responsive and effective support for staff by identifying and resolving issues related to technology, providing staff with a Crest level service experience.

• Provide first level technical support to credit union staff for hardware, software, and system related issues through multiple channels including phone calls, tickets, Instant messaging and email.
• Document all technical issues, resolutions, and support activities within the ticketing system
• Assist employees with core banking system access, password resets, and user account management
• Escalate complex technical issues beyond first level to staff when necessary
• Remain current on systems, processes, and procedural updates
• Think creatively and propose ways to improve the delivery of System Support Services
• Engage in continuous learning to develop the knowledge and skills to progress to a level 2 System Support Technician in a timely manner.

• Associates degree or equivalent training and experience
• Proven Customer Service Experience

Knowledge, Skills and Abilities

• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software
• General knowledge of operating systems-Windows 11, Windows Server 2022 and Linux
• Working knowledge PC hardware and components including processors, motherboards, memory and hard drives
• Basic understanding of computers, printers, scanners, projectors and other devices or peripherals, Sage CU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following is a list of physical considerations that are normally encountered in this job:
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) is necessary.
• Ability to lift and/or carry up to 50 pounds
• Stooping; kneeling; crouching; and reaching below, at, and over shoulder level required
• Sitting - 80%; standing and walking - 20%
• Hearing, visual, and verbal ability required.
• Prolonged periods of sitting at a desk and working on a computer
• Valid driver’s license required

The good faith hourly salary range for this position is $21/hr - $33/hr. This range is an estimate, based on potential employee qualifications, including bonafide factors, operational needs, and the finalized job description. The hourly salary may vary above or below the stated amounts, as permitted by applicable law.

We believe in the kind of service that comes only through a local institution, where every single person is a member - not a number. Our staff have roots here, and we care about the people we work with, both as members of our credit union, and as members of our community.

So we listen with purpose. We bring creativity to challenges. We demonstrate integrity. And we deliver a structure of financial products and services to help our members explore the scope of what’s possible.