Field Service Technician

Technical Support Specialist

This position is responsible for providing technical support to ensure the seamless delivery of technology services. The individual will monitor the ticket queue to ensure that equipment is delivered to new team members during their onboarding process. Additionally, they will coordinate the retrieval of equipment that is being offboarded. The role also involves assisting in the provisioning of desktops and laptops for branches and all employees.

To be effective, an individual must be able to perform each job duty successfully.

• Provide support to team members in a quality and professional manner.
• Manage the onboarding and offboarding of equipment.
• Support the computer hardware lifecycle, including the provisioning, installation, and troubleshooting of computers and peripherals, the collection and disposition of returned hardware, and the adherence to established processes.
• Helps maintain an inventory of computer hardware and associated peripherals.
• Collaborate closely with the IT HelpDesk to assume ownership of all incidents and requests, within the agreed-upon service levels.
• Other duties as assigned.

Knowledge, Skills, and Abilities

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

• 1+ year of IT experience
• Oral and Written Communication: Proficiency in both verbal and written communication.
• Deadline Meeting: Ability to adhere to strict deadlines and meet project milestones.
• Organizational Skills: Strong organizational abilities and the capacity to manage multiple tasks effectively.
• Time Management: Adept at managing time and prioritizing tasks to ensure timely delivery of results.
• Experience in member-facing role, preferable credit union

Education

High school degree or equivalent AND two years of professional experience

Licenses, Certifications, Registrations

Must have a current Driver's License, travel to branches may be required. A CompTIA Core Certification or equivalent (preferred but not required)

Managerial Responsibility

Has no supervisory/managerial responsibilities.

Computer/Office Equipment Skills

• Basic knowledge of computer systems required.
• Intermediate understanding of Windows 10 and 11 operating systems.
• Intermediate skills in Microsoft Office 365.
• Intermediate understanding of computer hardware and peripherals.

Language Skills

• Demonstrated ability to clearly communicate verbally and in writing.
• Demonstrated ability to read and follow instructions.

Other Skills and Abilities

• Demonstrated excellent customer service skills.
• Willing to be coached and ability to follow instructions.
• Demonstrated ability to listen and communicate effectively with management, co-workers, and team members.
• Ability to work on multiple projects and prioritize workload.
• Demonstrated ability to work in a fast-paced environment meeting both team and customer needs.
• Demonstrated ability to work autonomously, critical thinking and decision making to solve problems.
• Possess a desire and willingness to learn and continually update knowledge of financial concepts, strategies, systems etc.

Physical Abilities / Working Conditions

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 25 pounds occasionally may need to lift up to 50 pounds.

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.