Systems Support Technician (Durham)

Latino Credit Union • Durham, NC

1d

About The Position

The Systems Support Technician works within the Systems Support team to provide endpoint support, basic server administration, user access support, and assistance with core, enterprise application, and network-related issues in collaboration with other technology teams. The role also supports device deployments, documentation, asset management, and cross-functional IT initiatives while delivering a high level of customer service.

The technician supports end users through in-person, phone, email, and remote-support channels; troubleshoots common hardware, software, application, access, connectivity, printer, and peripheral issues; and documents, prioritizes, and resolves support tickets according to established service levels and escalation procedures. The role performs approved user provisioning and access changes, supports Microsoft 365 and endpoint technologies, deploys Windows devices, and assists with hardware and technology-asset lifecycle activities.

The position provides basic server and infrastructure administration under established procedures, performs initial troubleshooting of application and network issues, and coordinates with internal technical teams and vendors when escalation is needed. It also creates and maintains support documentation, provides user guidance, participates in deployments and IT projects, and contributes to improving support effectiveness and the employee technology experience. The technician maintains primary responsibility for end-user and endpoint support while collaborating across a cross-functional technology team.

Requirements

• High school diploma or GED required.
• Experience supporting Windows desktops, laptops, common business applications, and peripheral devices in a professional environment.
• Working knowledge of Windows 11, Microsoft 365, and common business applications.
• Basic familiarity with Active Directory, Microsoft Entra ID, multifactor authentication, Microsoft Intune, Windows Autopilot, or similar endpoint and identity technologies.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, wired and wireless networking, and common network troubleshooting concepts.
• Strong customer-service, communication, troubleshooting, documentation, and interpersonal skills.
• Ability to work effectively as part of a cross-functional team, manage multiple priorities, and recognize when escalation or collaboration is needed.
• Ability to travel to other locations throughout the state as needed.
• Ability to communicate effectively with end users, internal technology teams, and external vendors.
• Strong organizational skills, attention to detail, and commitment to accurate documentation and task completion.
• Ability to troubleshoot common technical issues systematically and proactively.
• Willingness to learn new technologies and grow into broader systems-support responsibilities.

Nice To Haves

• Associate degree, technical certification, or related technical training.
• One or more years of desktop support, help desk, technical support, systems support, or related IT experience.
• Basic experience with or exposure to Windows Server administration, Active Directory, Microsoft Entra ID, Microsoft 365, and related enterprise technologies.
• Experience with enterprise ticketing or IT service-management platforms; Jira experience is preferred.

Responsibilities

• Provide technical support to end users in person, by phone, email, and remote-support channels.
• Troubleshoot common hardware, software, application, access, connectivity, printer, and peripheral issues; escalate complex problems as appropriate.
• Receive, document, prioritize, and resolve support tickets according to service levels and escalation procedures.
• Maintain accurate records of troubleshooting, actions taken, resolutions, and follow-up needs.
• Partner with Support Services on ticket quality, escalation, timely resolution, and knowledge transfer between Tier 1 and Systems Support.
• Perform approved user provisioning and de-provisioning, password resets, multifactor-authentication support, and routine access changes.
• Install, configure, update, and support approved software on end-user devices using established procedures and endpoint-management tools.
• Deploy, configure, and support Windows endpoints and related devices using approved tools and procedures.
• Set up, install, configure, maintain, repair, and replace desktops, laptops, printers, and other peripheral devices.
• Support technology asset lifecycle activities, including receiving, inventory, assignment, recovery, storage, and secure disposal.
• Perform basic server and infrastructure administration under established procedures, including routine checks, account-related tasks, and basic troubleshooting.
• Provide initial troubleshooting for application, infrastructure, and network issues and collaborate with relevant technical teams and vendors to resolve them.
• Troubleshoot wired and wireless connectivity, VPN, DNS, DHCP, and endpoint-network issues, escalating infrastructure problems as appropriate.
• Create and maintain troubleshooting documentation, procedures, knowledge-base articles, and user guidance; share knowledge with support and technology colleagues.
• Provide basic user guidance on standard applications, workplace technologies, and support procedures, and develop user-facing documentation when appropriate.
• Participate in device deployments, branch initiatives, application testing, upgrades, and other cross-functional IT projects as assigned.
• Escalate recurring, complex, or platform-level issues to appropriate technical resources.
• Maintain current knowledge of endpoint, Microsoft 365, support, and workplace technologies and identify opportunities to improve support effectiveness and employee technology experience.
• Collaborate with Systems Support, Enterprise Applications, Core Applications, Networking, Information Security, Support Services, vendors, and other technology resources.
• Perform other projects and duties as assigned.

Benefits

• Employer-paid medical insurance plan.
• 401(k) plan with a substantial company match.
• Employer-paid life and disability plan.
• Generous paid time off.
• Competitive salary and benefits package.
• Challenging and friendly work environment.
• Culture that encourages creativity and collaboration, with opportunities to build a career.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED