Field Support Tech

Delta Community Credit Union•Atlanta, GA

About The Position

The Field Support Technician provides technical support, troubleshooting, and maintenance for computer systems and peripherals at credit union branches and off-site locations. The role responds to service requests, resolves hardware and software issues, and helps maintain reliable systems that support credit union operations. The technician works with IT teams, branch staff, and external vendors to provide efficient support. The position installs, moves, adds, and changes locations of internal customers’ IT equipment; implements and supports desktop devices, applications, telephone systems, network devices, and service platforms; and performs upgrades as requested or required for operations. Before equipment is moved or relocated, the technician verifies the asset in accordance with credit union policy. The technician also troubleshoots and resolves hardware and software problems and follows safety-conscious practices. The position provides on-site and remote support and requires travel to branches throughout the credit union’s footprint. Overnight travel may be required. Work-from-home opportunities may be available depending on performance and departmental needs.

Requirements

High school diploma or equivalent.
At least 2 years of experience in an Information Technology service role.
Excellent problem-solving skills and ability to diagnose and resolve technical issues efficiently.
Strong communication and interpersonal skills, including the ability to explain technical information to non-technical users.
Customer service-oriented approach focused on timely and satisfactory support.
Ability to work independently, manage multiple priorities, and adapt to changing situations.
Experience working with external partners and suppliers.
Basic network, server, and application knowledge.
Ability to communicate verbally and in writing with employees at all levels.
Ability to provide on-site and remote support 24x7x365.
Legally authorized to work in the United States without current or future employer sponsorship.
Ability to remain stationary, standing or sitting, for 50% of the time.
Ability to move or lift equipment weighing at least 50 pounds on a regular basis.
Ability to travel to branches throughout the credit union’s footprint; overnight travel may be required.
Compliance with credit union policies and procedures, including those related to Bank Secrecy Act regulations.

Nice To Haves

Bachelor’s degree in Information Systems, Computer Science, or a related field.
At least 4 years of experience in an Information Technology service role.
CompTIA A+ or Network+ certification.
Proven experience providing technical support and troubleshooting in a computer-related role.
Strong knowledge of computer hardware, software, operating systems such as Windows and macOS, and basic networking concepts.
Familiarity with credit union operations, banking software, and financial systems.

Responsibilities

Provide routine on-site technical support to branches and off-site locations, resolving hardware, software, and network issues.
Respond to service requests, incidents, and inquiries involving computer systems, printers, scanners, and other peripherals.
Install, configure, and maintain computer systems, software applications, and related equipment in compliance with security standards and credit union policies.
Collaborate with IT teams and external vendors to troubleshoot complex technical problems and escalate issues as needed.
Perform preventive maintenance, system updates, security patches, and hardware replacements.
Document service requests, incidents, resolutions, and system configurations.
Assist with technology projects and initiatives, including upgrades, migrations, and rollouts.
Train and educate end users on computer operations, software applications, and best practices.
Stay informed about emerging technologies and industry trends and recommend system improvements.
Follow IT policies, procedures, security protocols, and data privacy and confidentiality requirements.
Install, move, add, and change the locations of IT equipment, verifying assets before equipment moves or relocations.
Support desktop devices, applications, telephone systems, network devices, and service platforms.
Provide on-site and remote technical support and travel to branches throughout the credit union’s footprint.
Follow safety-conscious behaviors and comply with credit union policies and procedures, including Bank Secrecy Act regulations.