Technology/Field Operations Support I

Achieva•Dunedin, FL

2d•Hybrid

About The Position

Behind every great member experience is a team of technology professionals making it happen. At Achieva, our IT team develops solutions, strengthens security, improves processes, and supports the tools that help our employees and members succeed. Here, you'll find meaningful work, growth opportunities, and a culture built on collaboration and innovation. The Technology/ Field Operations Support I demonstrates enthusiasm about technology and customer service. The Technical Support team members work with cutting-edge technology and gain hands-on experience and exposure to cross training to many aspects of overall technology. The role provides technical support to our Achieva team members and mentors junior Technical Support staff. The incumbent listens and partners with our users to assist and resolve issues quickly. This essential role on our technology team ensures we provide the best experience. The role requires travel to various locations and must participate in annual training or as required for BSA and the Privacy Act.

Requirements

Associates degree or equivalent combination of education and experience.
3-5 years’ desk-side support experience.
A+ Certification or equivalent.
Knowledge of operating systems such as Windows and macOS.
Knowledge of browsers such as Chrome.
Knowledge of device support such as iPhone and Android phones
Ability to work in a fast-paced environment and manage multiple priorities effectively.
Excellent communication and customer service skills, with ability to communicate technical information to non-technical Achieva team members.
Strong interpersonal skills with ability to work in a team environment.
Ability to work independently, multi-task, prioritize and follow through with minimum supervision.
Respectful and welcoming to others’ ideas and different opinions.
Excellent written and listening skills.
Strong documentation skills

Nice To Haves

3-5 years’ leadership experience, preferred.

Responsibilities

Provide Achieva team members technical support via phone, work order queue, chat and in person.
Evaluate the issue or objective and suggest alternatives and recommendations.
Follow up with Achieva team members to ensure satisfactory resolution to their issues or implementations.
Provide Tier 2 application support to Achieva team members, investigate, analyze, and troubleshoot issues for quick resolution.
Coordinate and communicate with impacted parties and management on issues elevated and/or need escalation.
Collaborate with Technology Team on technical issues and escalate as needed while continuing to be the liaison for the Achieva team member.
Install and provide preventative and corrective maintenance of equipment to include hardware utilized by our Achieva team members such as virtual desktops, laptops, printers, etc.
Install and provide preventative and corrective maintenance of branch equipment to include network communications equipment, card printers, cash recyclers, etc.
Respond to corrective maintenance requests or alarms within an acceptable time frame.
Partner with hardware and software vendors to support our hardware and applications.
Create prompt and accurate documentation including documenting new information and updating existing documentation.
Partner, training and cross train with the Technical Support team and overall Technology team.
Innovate and recommend process, system, and technical support improvements.
Represent the credit union with professionalism and courtesy in all interactions.
Uphold the highest ethical standards in all interactions and responsibilities.
Represent and uphold the Achieva Brand Frame.
Support leadership initiatives that position the credit union as a top employer.
Participate in annual training or as required by BSA and the Privacy Act.
Perform other essential functions as needed or assigned.
Travel to various Achieva locations as needed.
Work flexible hours including evenings, weekends or holidays as needed to meet member and business demands.