Technology - Technology Operations Specialist III

Metro Credit Union•Chelsea, MA

1d•$37 - $47•Hybrid

About The Position

Metro Credit Union’s employees rely on dependable technology to serve members, solve problems, and keep daily operations moving. The Technology Operations Specialist III plays a key role in making that happen. This is a senior-level technical support position for someone who can troubleshoot complex issues, support business-critical systems, and help make technology easier, faster, and more reliable for teams across Metro. Team members regularly rely on you as a senior technical resource and mentor for complex issues. You’ll be a trusted escalation point for advanced technology issues, partnering closely with the Technology team to diagnose and resolve complex issues from start to finish. In this role, you’ll also help mentor junior technicians by modeling strong troubleshooting practices, sound judgment, clear documentation, and consistent service follow-through. Your work will support reliable systems, stronger operational practices, and continuous improvement across the Technology team, directly impacting employee productivity, operational continuity, and the member experience.

Requirements

High school diploma or equivalent.
Minimum five years of enterprise IT support experience.
Experience troubleshooting operating systems, cloud-based software, hardware, software, networks, systems, and applications.
Advanced knowledge of computer hardware, software, server platforms, networks, office software, operating systems, and cloud computing tools.
Strong communication skills and the ability to build effective working relationships with employees at all levels.
Ability to work in a general office environment, sit for extended periods, occasionally carry or push approximately 75 pounds, and occasionally work under desks or in small spaces to repair or troubleshoot hardware.
Ability to travel occasionally to branch sites.
Availability to work hours that may vary between 7:00 a.m. and 8:00 p.m., Monday through Friday, with Saturday rotation once per month from 7:00 a.m. to 2:00 p.m.

Nice To Haves

Prior experience with operating systems and cloud computing software.
CompTIA and ITIL Foundation certifications.
Financial services
Automation/scripting

Responsibilities

Provide advanced support for hardware, software, systems, networks, applications, and access-related issues.
Research root causes, resolve technical problems, and communicate updates clearly to employees, customers, and internal partners.
Support the help desk team by modeling strong troubleshooting practices, documentation habits, and service follow-through.
Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and SLA-related documentation.
Support and maintain enterprise infrastructure, including servers, virtualization platforms, identity services, endpoint management, backups, networking, and cloud technologies.
Test vendor software releases, upgrades, patches, and modifications to support smooth implementation and business continuity.
Participate in technology projects, including system deployments, hardware and software upgrades, testing, validation, rollout support, and automation opportunities.
Participate in on-call rotations and provide after-hours support as needed.
Take ownership of incidents from initial diagnosis through resolution, ensuring root causes are identified, and long-term improvements are implemented.