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Latino Community Credit Union · 2 months ago

Systems Support Technician (Durham)

Durham,NC,US

Full-time

Onsite

Entry Level

1+ years exp

Latino Community Credit Union is hiring a Systems Support Technician to provide technical support and assistance to end-users while ensuring the smooth operation of computer systems and software applications. The role involves troubleshooting issues, managing support tickets, administering user accounts, and collaborating with cross-functional teams to maintain high user satisfaction.

CreditFinancial ServicesNon Profit

Growth Opportunities

Responsibilities

Provide technical assistance and support to end-users via various channels, including in-person, phone, email, or remote tools

Resolve hardware, software, and network issues promptly and efficiently

Guide users through troubleshooting steps and provide clear instructions or documentation

Receive and manage support tickets, ensuring timely resolution and proper escalation of complex or critical issues

Prioritize and triage incidents based on their impact and urgency

Monitor the status of open tickets and follow up with users to ensure satisfactory resolution

Administer user accounts, permissions, and access rights for various systems, applications, and network resources

Ensure proper user provisioning and de-provisioning procedures are followed

Maintain accurate user records and documentation

Install, configure, and update software applications and tools on end-user devices

Ensure compatibility and compliance with organizational standards

Guide software usage and troubleshoot software-related issues

Assist with hardware setup, installation, and configuration

Perform routine maintenance, repairs, and upgrades on desktops, laptops, printers, and other peripheral devices

Maintain an accurate inventory of hardware assets

Monitor system performance, availability, and capacity

Identify and address potential bottlenecks or issues proactively

Collaborate with system administrators and network engineers to optimize system performance and ensure reliability

Create and maintain documentation, knowledge base articles, and standard operating procedures for commonly encountered issues and solutions

Contribute to the knowledge base to facilitate self-service troubleshooting by end-users

Conduct training sessions and workshops to educate end-users on software applications, best practices, and security awareness

Develop training materials and user guides to enhance user knowledge and proficiency

Stay updated on emerging technologies, trends, and industry best practices

Evaluate new hardware and software solutions and provide recommendations to improve efficiency, productivity, and user experience

Qualification

Desktop SupportActive DirectoryMicrosoft ServersWindows 10/11 ProDNSDHCPTCP/IPWindows Server AdministrationInterpersonal SkillsCommunication SkillsOrganizational SkillsProblem SolvingTeam Player