Support Technician II | Full-Time

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Support Technician II | Full-Time

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Description

Support TechnicianThis position will be hybrid and will be required to travel to Avadian facilities.
The IT Support Technician will provide moderately complex technical assistance and support to Avadian employees. This position will help install, upgrade, and troubleshoot hardware and software systems.

Functions & Responsibilities

• Technical Support & Issue Resolution:
  • Install and resolve technical issues with user PCs, laptops, tablets, printers, scanners, and mobile devices.
  • Own moderately complex issues through resolution, escalating to appropriate support members/teams when necessary.
  • Troubleshoot complex issues autonomously, referencing support Wiki and working independently to meet resolution deadlines.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
• User Assistance & Communication:
  • Provide Tier II support to users via email, phone, chat, and ticketing systems, ensuring high-quality service.
  • Proactively identify and resolve trends in technical issues, communicating findings to leadership and relevant teams.
  • Maintain records of trouble tickets, daily data communication transactions, problems and remedial actions taken, and installation activities.
  • Document technical resolutions, contribute to the support Wiki, and ensure up-to-date records of troubleshooting steps.
• Equipment Setup & Maintenance:
  • Set up equipment for employee use. Perform or ensure proper installation of cables, operating systems, or appropriate software.
  • Assist Information Technology team members when necessary.
  • Create technical documentation and procedures for updating the Enterprise Knowledgebase.
• Additional Responsibilities:
  • Participate in an on-call rotation for after-hours support, handling critical issues with minimal supervision.
  • Assist with IT project implementations, system rollouts, and technology upgrades across the organization.
  • Mentor and support junior IT technicians by providing assistance with troubleshooting to help develop their technical skills and confidence.
  • Responsible for following all BSA/OFAC policies and procedures.
• Other Expectations:
  • Prompt and regular attendance is required.
  • Perform other duties as assigned, including travel to remote branches.

Requirements

• Ability to demonstrate proactive approach to problem resolution, strong troubleshooting, and problem-solving skills.
• Effective communication skills and ability to relay information well in both written and verbal form.
• Ability to use logic and reasoning to identify complex problems; review related information and develop options and implement solutions.
• Good interpersonal interaction and able to work well with others.
• Ability to multi-task to address multiple and often conflicting priorities in a fast-paced environment.
• Possess exceptional organizational time management skills.

Experience: Three to five years of similar or related experience. Experience administrating systems and accounts for phone and video conferencing or installing A/V systems is a plus.

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Please note - submitting a resume does not guarantee any future action by Avadian Credit Union.

Avadian Credit Union is an Equal Opportunity Employer.