TECHNICAL SUPPORT REPRESENTATIVE

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. The employee's request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

Position Summary:

The Technical Support Representative is responsible for responding to technical requests for assistance from employees and vendors.

1. Acts as the initial and primary point of contact for Help Desk support.
2. Resolves issues for break, fix and repair tickets as necessary. Coordinates with other department personnel and vendors to resolve issues as necessary.
3. Participates in new projects or initiatives to facilitate effective rollout and seamless transition.
4. Provides friendly, professional, accurate service and support to all members and associates by promptly responding to email, phone messages, and helpdesk tickets with an appropriate degree of urgency.
5. Troubleshoots network, PC, printer and basic telephony related problems in a timely manner.
6. Successfully installs appropriate hardware and software.
7. Creates and maintains computer images for different departments in the organization. Updates images regularly.
8. Keeps management informed regarding key operating issues affecting the organization.
9. Develops, maintains, and demonstrates a thorough working knowledge of hardware, operating system, and network devices.

Other Responsibilities and Duties

1. May work after hours and weekends as necessary and directed by management.
2. Follows all Launch Credit Union policies and procedures.
3. Completes assigned compliance training in a timely manner.
4. Attends meetings and training sessions as required.
5. Performs other job-related duties as assigned.

1. Associates Degree or certificate in Information Technology, Computer Science, Information Systems, Software Engineering or related field required. (A comparable combination of work experience and training may be substituted for education requirements).
2. Minimum three years of similar or related experience in technical IT support.
3. Displays courtesy, tact and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
4. Strong written, verbal, and interpersonal skills.
5. Experience in PC usage and hardware/software support. TCPIP and Networking troubleshooting experience.
6. Must have basic understanding of Windows Operating systems and Windows Active Directory.
7. Windows scripts and workflow setup desirable.
8. Ability to diagnose and resolve problems over a WAN at remote locations.
9. Conducts on-site visits to fix technical issues and problems as needed.
10. Must be able to install, troubleshoot, and support personal computers, network and data communications software and hardware. Familiar with basic troubleshooting logic, processing concepts and terminology, and processing rigors.

Launch Credit Union is an Equal Opportunity Employer, including protected veterans and individuals with disabilities.