Senior Technical Support Specialist

GENERAL SUMMARY:

The Senior Technical Support Specialist provides advanced support for hardware, software, and peripherals, with a strong focus on documenting system configurations and support procedures. Manages Microsoft Intune and Teams Admin tasks, mentors support staff, and oversees IT components of Vantage West Credit Union projects.

Salary range is $26.51 - $34.79/hour. Job Grade, NE 12. Final salary is dependent on candidate's experience and qualifications.

QUALIFICATIONS:

Minimum Education & Experience Requirements:

• High School diploma or equivalent
• Four (4) years of technical support experience.

Additional Preferred Education & Experience:

• Bachelor's degree in IT or related field

Minimum Knowledge & Skill Requirements:

• Knowledge in administration of endpoints via Microsoft Intune, including Autopilot
• Knowledge in administration of Teams Phone and users
• Contact center technology administration and support
• Knowledge of basic troubleshooting principles and approaches in a production computing environment
• Knowledge of general principles of Windows software usage, and of computers at the component level (storage, memory, general hardware)
• Ability to collect data, define problems and draw conclusions based on direct observation as well as through third-party description
• Ability to help non-technical end users with hardware and software errors, while demonstrating patience and understanding
• Must be able to communicate at all levels of the organization

COMPETENCIES:

• Technical Learning
• Problem Solving
• Customer Focus
• Teamwork
• Time Management
• Written & Verbal Communication

WORKING CONDITIONS/ENVIRONMENT:

The employee must frequently lift and/or move up to 65 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. The ability to work alone is required, sometimes at irregular hours and weekends.

OTHER REQUIREMENTS:

Must comply with all aspects of the Bank Secrecy Act.

MAJOR ACCOUNTABILITIES AND TASKS:

1. Provides guidance and mentors other members of the Technology team. Supports other Technology team members as needed.

2. Microsoft Intune - Manage device enrollment, compliance, app deployment, and configuration policies.

3. Teams administration - Manage Teams Phone devices and telephony features within Microsoft Teams Admin Center.

4. Contact center administration & support - Call flow management and technological support needs.

5. Troubleshoots software and hardware failures and identify network problems as they relate to personal computers, mobile devices, routers, switches and servers.

6. Works independently, using considerable judgment and initiative, to determine methods for resolving issues of various types and severity. Tracks recurring issues and documents their details and resolution in order to improve support readiness.

7. Executes software and operating system installations and upgrades. Performs installations, moves, adds and changes for computers and peripherals.

8. Logs details of support provided in the service desk trouble-ticketing system. Create and maintain knowledge base articles.

9. Performs system administration including account creation and deletion and permission network resources.

10. Designs and maintains system documentation according to applicable policies and standards. Ensures that documentation meets all security regulations of the credit union.

11. Evaluates and procures new technology and computer supplies per budget requirements.

12. Ensures that all software licenses are maintained.

13. Trains local users on computer related issues -- for example, virtual private network access.

14. Stays informed of trends in computer hardware and software, troubleshooting, automation technologies and other business changes that could affect service and support.

15. Works to support key service-level goals, including average response time, end-user satisfaction, and equipment setup time.

16. Performs other duties as assigned.

About Us:

At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive.

Benefits And Perks:

* Health Coverage - We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services).

* Paid Time Off and Holidays - Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave.

* Retirement Savings - Generous 401k Plan.

* Development Activities - We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate.

* Tuition Reimbursement - We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor's or Master's Degree.

Equal Opportunity Employer Veterans Disabled