Tier 1 Technical Support Specialist

Pure IT CUSO • Tomball, TX

1d • Hybrid

About The Position

The Tier 1 Technical Support Specialist provides frontline technical support to managed service Credit Union users. In this role, you will assist clients by troubleshooting and resolving basic hardware, software, and system issues via phone or remote access. You’ll play a key role in delivering reliable, responsive IT support while following established procedures and guidance from senior team members.

Requirements

• A knack for troubleshooting, problem-solving, and thinking on your feet.
• Excellent communication skills—tech talk is great, but making it understandable to clients is even better!
• The ability to work independently and as part of a fun, dynamic team.
• Associate degree in computer in a computer-related or equivalent training required.
• Entry Level- 2 years of experience required.

Nice To Haves

• Experience working with a ticket system (we use Halo). Other examples: Zendesk, ZOHO CRM, ServiceNow, etc.
• CompTIA A+ certification (preferred but not required).
• Previous experience working with credit unions or financial institutions.
• Familiarity with ITIL concepts or service management best practices

Responsibilities

• Provide first-level technical support for hardware, software, and system-related issues of low to moderate complexity.
• Respond to user inquiries and troubleshoot problems via phone, email, or remote support tools.
• Install software and perform basic hardware diagnostics and testing remotely
• Use remote access tools and company-issued equipment to support end users when required
• Execute commands and monitor system performance to verify proper operation and identify errors
• Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Maintain daily records of support activities, incidents, and corrective actions taken
• Reference technical documentation and manuals, collaborate with users, and perform diagnostics to resolve issues.

Benefits

• A collaborative and friendly team that supports each other.
• Opportunities for growth, training, and certification support.
• Flexible work environment with a mix of remote and on-site support.
• Competitive salary, great benefits, and the chance to work with cutting-edge technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree