Field Support Tech

Position Field Support Tech

Job Code-5748

req5921

Delta Community Credit Union Administrative Office - Riverwood 200

Full Time

Job Description Create your success story at Delta Community Credit Union – where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That’s why we’re one of Atlanta’s Best Places to Work! Whether you’re starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team.

The Field Support Technician is responsible for providing technical support, troubleshooting, and maintenance of computer systems and peripherals in credit union branches and off-site locations. This role involves responding to service requests, resolving hardware and software issues, and ensuring the smooth operation of computer systems to support credit union operations. The Field Support Technician will collaborate with IT teams, branch staff, and external vendors to deliver efficient and effective technical support services.

The Field Tech Support will be responsible for, but not limited to, the following broad scope of operational support: installing, moving, adding and changing locations of our internal customers IT equipment. They will be responsible for implementation and support of desktop devices, applications, telephone systems, network devices and multiple service platforms. They will perform upgrade services as specified in the service request or for operational requirements. The Field Tech Support will verify the asset in accordance with Delta Community Credit Union policy prior to any equipment move or relocation. They will troubleshoot and resolve all hardware and software problems as required by System Support or operational needs.

Practices safety-conscious behaviors in all operational processes and procedures.

Essential Functions

• Provide routine on-site technical support and assistance to credit union branches and off-site locations, resolving hardware, software, and network issues promptly and effectively
• Respond to service requests, incidents, and inquiries related to computer systems, printers, scanners, and other peripherals, ensuring timely resolution and minimal disruption to business operations
• Install, configure, and maintain computer systems, software applications, and related equipment, ensuring compliance with security standards and credit union policies
• Collaborate with IT teams and external vendors to troubleshoot complex technical problems, escalating issues as necessary to ensure timely and accurate resolution
• Conduct preventive maintenance on computer systems and peripherals, performing system updates, security patches, and hardware replacements as required
• Document and maintain accurate records of service requests, incidents, resolutions, and system configurations, ensuring proper documentation and knowledge sharing
• Assist with technology-related projects and initiatives, such as system upgrades, migrations, and rollouts, ensuring smooth implementation and minimal disruption to end users
• Train and educate end users on basic computer operations, software applications, and best practices to enhance their technical skills and optimize system usage
• Stay updated on emerging technologies and industry trends, proactively making recommendations for system improvements and enhancements
• Adhere to IT policies, procedures, and security protocols, ensuring compliance with data privacy and confidentiality regulations
• Must be able to remain in stationary position 50% of time (Stand or Sit)
• Must be able to move/lift, on a regular basis, large equipment that weights at least 50 pounds
• Must be able to travel to various branches throughout the footprint
• May require overnight travel

Other

• This description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.
• This job description is subject to change at any time.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Job Qualifications Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Required Minimum Qualifications

• High School Diploma or equivalent
• 2+ years’ experience in an Information Technology service role
• Excellent problem-solving skills, with the ability to diagnose and resolve technical issues efficiently
• Strong communication and interpersonal skills, ability to relay technical information effectively to non-technical end users
• Customer service-oriented mindset, with a focus on delivering timely and satisfactory support to end users.
• Ability to work independently, manage multiple priorities, and adapt to changing situations
• Experience working with external partners and suppliers
• Basic Network/Server and application knowledge
• Ability to communicate verbally and in writing with all levels of employees.
• Ability to provide on-site and remote support 24x7x365.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

Preferred Qualifications

• Bachelor’s Degree in Information Systems, Computer Science or related field
• 4+ years’ experience in an Information Technology service role
• CompTIA A+ or Network+ Certification
• Proven experience in providing technical support and troubleshooting in a computer-related role
• Strong knowledge of computer hardware, software, operating systems (such as Windows and macOS), and basic networking concepts
• Familiarity with credit union operations, banking software, and financial systems is preferred.

Employee Benefits Include

• Medical, Dental and Vision Coverage
• Basic Life and Accidental Death & Dismemberment Insurance, Long Term Disability, Employee Assistance Program and MyAdvocate
• Supplemental Insurance or Voluntary Insurance
• 401(k) Plan with Company Match
• Vacation, Holidays and Personal Time Off
• Paid Maternity and Paternity Leave
• Pre-tax Health and Dependent Care Spending Accounts
• Benefit Choice Program
• Health Reward Dollars
• Discount on Gym Reimbursement and Identity Theft Programs
• Legal Services