Technical Support Associate

EastRise Federal Credit Union•South Burlington, VT

3h•Hybrid

About The Position

The Technical Support Associate delivers daily operational assistance to team members by supporting their computer systems and peripheral devices. The role responds to user inquiries regarding technical issues or information requests, performing minor troubleshooting or timely repairs as needed. Responsibilities include processing daily reports, conducting routine system checks, and monitoring system consoles. This position manages user account access, including provisioning, updates, and deactivations. This individual is on-call for system outages and other IT-related incidents or upgrades. The Technical Support Associate ensures compliance with security protocols and adheres to established IT policies and procedures.

Requirements

Three years to five years of similar or related experience, including preparatory experience.
Ability to understand basic computer concepts to operate various computer equipment.
Ability to work autonomously often being the only person on a shift.
Ability to complete work timely.
Must be at least 18 years of age.
Favorable Background, Credit, Criminal, Bondability, and Reference Checks required.
Motor Vehicle check required if driving company owned vehicle.
Must be capable of regular, reliable and timely attendance.

Nice To Haves

Travel to other branches or locations as required.
Will be required to work outside of scheduled hours to respond to technology issues.
Embody EastRise’ s Purpose, Guiding Principles and Cultural Guideposts.

Responsibilities

Respond to helpdesk requests across multiple platforms, including support tickets, chat, and phone calls.
Troubleshoot issues, escalate tickets to next level IT team members as needed, and initiate hardware service calls with vendors.
Ensure timely communication with designated IT team member, other team members, and departments to support effective issue resolution.
Monitor computer systems and peripheral equipment for alarms and error messages.
Communicate equipment malfunctions to manager, appropriate IT team member, and/or service vendor, as appropriate.
Monitor vendor service calls to ensure timely repair.
Build, configure, and deploy computer systems and peripherals for team members.
Create and maintain team member application security profiles as authorized, including onboarding, terminations, and change of status requests.
Maintain employee permission tracking application to ensure changes are tracked according to regulatory requirements.
Perform other duties as assigned.
Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.