Technology Support Technician

Red Hat • Huntsville, AL

84d

About The Position

Under general supervision, performs application support activities for assigned software; participates in testing software releases and updates; participates in troubleshooting and resolving applications problems; performs a variety of technical tasks in support of assigned software operations; provides first level technical support for users of Technology-supported hardware, systems, applications and services.

Requirements

• 2 Year / Associate Degree in MIS, IT, Computer Science or a closely related field.
• Knowledge of Credit Union products and operational activities supported by software applications.
• Understanding of functions, capabilities, characteristics and limitations of standard computer platforms and devices.
• Ability to troubleshoot and determine the causes of application problems and errors.
• Effective internal and external customer service practices and processes.
• Ability to learn and apply information on a wide range of Credit Union products, services and regulatory compliance requirements.
• Strong communication skills to deliver information clearly and effectively.
• Ability to actively listen to questions, opinions and ideas of others.
• Tact and diplomacy in sensitive and confidential situations.
• Proficient in English including spelling, grammar and punctuation.
• Ability to understand and follow written and oral instructions.
• Time management skills to set priorities and manage one’s own time effectively.

Responsibilities

• Receives and responds to telephone and email requests for technical assistance from users on a variety of problems involving computer software and hardware, printers, other peripheral equipment, passwords, and voicemail.
• Troubleshoots, diagnoses and provides solutions for first level hardware and software problems using applicable tools and references.
• Informs users of system-wide issues and resolutions; documents work performed in helpdesk software.
• Answers user questions by telephone and email; troubleshoots and participates in resolving application problems and errors.
• Responds to assigned helpdesk tickets; reports issue resolutions to users.
• Opens and assigns helpdesk tickets to appropriate Technology division staff for further troubleshooting and resolution.
• Performs application support duties for assigned software packages, including user access reviews and audits.
• Performs routine application maintenance activities; may install and configure software processes.
• Coordinates and participates in testing new releases, upgrades and fixes; tracks problems identified in testing and their resolution by software vendors.
• Administers application account passwords; adds employees to user groups.
• Performs specialized data entry to prepare a variety of standard materials, documents and reports.
• Documents and processes departmental work, including verifying for accuracy and completeness.
• Provides backup support to other Technology Operations Support staff as assigned.

What This Job Offers

• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees