Senior Technical Support Specialist
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Job Description
Senior Technical Support Specialist providing IT solutions and troubleshooting for credit unions. Responsible for resolving technical issues and ensuring smooth technology operations.
Responsibilities:
- You will be the engineer our clients rely on when issues get past the help desk.
- The problems coming to you are the ones without an obvious answer, often spanning multiple systems and requiring you to think carefully before you act.
- Some days that means tracing an authentication issue across identity providers, endpoints, and a SaaS application to find the one misconfiguration causing the failure.
- Other days it means walking a credit union employee through a problem patiently and clearly so they understand what happened and why.
- Our clients run a wide range of environments. Some are largely cloud-hosted, some are traditionally on-premises, most are a mix.
- You will move between them throughout the week, which means strong fundamentals matter more than deep expertise in any single product.
- The ability to learn a new platform quickly and apply what you already know in a new context is one of the most valuable skills in this role.
Requirements:
- A few years of hands-on IT support experience, ideally including some time at a help desk or service desk
- Working knowledge of Microsoft 365 administration, Active Directory, and Windows Server
- Solid grasp of networking fundamentals: DNS, DHCP, VLANs, routing and switching basics
- Familiarity with at least one virtualization platform and one cloud-delivered security or networking technology (the specific vendors can be learned)
- Comfort working through ambiguity and a methodical approach to troubleshooting
- Ability to work a 7-day rotating (currently every 6 weeks) on call schedule that we pay an additional $250 stipend
- Strong written and verbal communication, especially when explaining technical concepts to non-technical people
- The judgment to know when to escalate and the discipline to document what you tried
Benefits:
- Competitive compensation based on experience
- Comprehensive benefits including health, dental, and vision
- Paid certification and training
- Flexible mix of remote and on-site work
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