Senior Helpdesk Engineer

Volunteer Corporate Credit Union; Nashville (TN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Generous time off

Medical, dental, life, disability, vision insurance

3% employer contribution to 401K

Sign-on bonus of $1,000

Job summary

Volunteer Corporate Credit Union in Nashville, Tennessee, seeks a technical support specialist to provide in-person and remote assistance. The ideal candidate must have a Bachelor's degree in computer technology or 5+ years of experience, alongside technical certifications. Responsibilities include troubleshooting, supporting new requests, and managing IT documentation. This role offers hybrid work options and a generous benefits package, including a sign-on bonus after 60 days.

Qualifications

• Bachelor's degree in computer technology or related area, or a minimum of 5 years of directly related experience.
• Technical certifications for Microsoft products, network, or related technology.

Responsibilities

• Provide end-user technical support for new support requests.
• Perform initial troubleshooting and research of support requests.
• Assist with equipment ordering, imaging, and setup.
• Responsible for rotational on-call support.
• Manage issues requiring escalation to higher-level engineers.
• Work with higher-level engineers to write and edit documentation.
• Install and relocate network equipment and personal computers.
• Test, schedule, and validate security and software updates.

Skills

Technical knowledge of personal computers and local area networks

Technical knowledge of virtual servers and virtual desktops

Extensive knowledge of Microsoft Windows operating systems

Effective interpersonal, written, and verbal communication skills

Ability to troubleshoot problems

Education

Bachelor's degree in computer technology or related area

Minimum of 5 years of directly related experience

Technical certifications for Microsoft products, network, or related technology

Job description

Volunteer Corporate Credit Union

Hybrid & Remote Work Environments – Option available based on position and the location of incumbent.

Benefits

• Generous time off – VolCorp offers a generous allotment of pro‑rated vacation, discretionary and sick time to any part time employee who will work an average of 24 or more hours in a week. In addition, we follow the Federal Reserve guidelines with 11 holidays per year.
• Culture – We pride ourselves on striving to maintain and achieve a culture that lives and breathes our operating principles daily. Those principles include Accountability, Vision, Trustworthiness, and Unity while remaining Results Focused. Our culture is reflected in our average length of service which is currently running at 14 years.
• Medical, dental, life, disability, vision, health reimbursement accounts, health savings account, flexible spending accounts are all part of the benefit package for any part time employee who averages 24 or more hour(s) per week.
• Retirement Plans – The company will make a 3% contribution to your 401K and a 7% contribution to a Retirement Savings Fund Plan, a combined total contribution of 10%. The contribution takes place even if you choose not to personally contribute. If you choose to contribute, you have platforms such as Roth or tax‑deferred investment options. This option is available for any employee who completes 1,000+ hours in a 12‑month period.
• Community Giving – VolCorp is paired with a local charitable organization where we give back to the community. Paid time off is provided to work with the organization and fundraisers are held yearly for their benefit.
• Sign‑on bonus – $1,000 sign‑on bonus after completion of 60 days.

Position Summary

Provides in-person and remote technical assistance to end‑users and customers who are using a variety of hardware, software, and other resources through troubleshooting and diagnosing issues, providing assistance with various IT related tasks, and performing installation and maintenance of computer systems.

Primary Responsibilities

• Provide end‑user technical support for new support requests and follow up with customer satisfaction surveys to ensure full resolution of issues.
• Perform initial troubleshooting and research of support requests submitted via phone, ticketing system, or email.
• Assist with equipment ordering, imaging, and setup; as well as providing documentation for equipment and user onboarding and offboarding.
• Responsible for rotational on‑call support for VolCorp systems and related occasional after‑hours maintenance window participation.
• Manage issues requiring escalation to higher‑level engineers and engage with other team members and end‑users as necessary. Provide necessary items for escalation, including detailed problem definition, scope, and troubleshooting.
• Work with higher‑level engineers to write, edit, and revise documentation, procedures, processes, and problem resolutions.
• Work with higher‑level engineers to gain familiarity with systems and applications to provide assistance to the rest of the IT team where needed to execute DR playbook tasks in a disaster recovery scenario.
• Install and relocate VolCorp network equipment, personal computers and related equipment. Maintain a complete list of all computer equipment, serial numbers and physical location of equipment.
• Test, schedule, and validate security and software updates.
• Coordinate and provide documentation and procedures for disaster testing.

Related Duties

• Participate in departmental cross‑training.
• Occasionally evaluate new software and hardware.
• Gather requested IT data for examinations and audits.
• User management on cloud‑based voice system.
• Prepare and update documentation of departmental procedures.
• Perform other related duties and special projects as requested.
• Adhere to company and governmental policies and regulations, including those related to Equal Employment Opportunity and affirmative action plan compliance.

Preferred Education and Experience

• Bachelor's degree in computer technology or related area, or a minimum of 5 years of directly related experience.
• Technical certifications for Microsoft products, network, or related technology.

Skills, Knowledge, and Abilities

• Technical knowledge of personal computers and local area networks.
• Technical knowledge of virtual servers and virtual desktops.
• Extensive knowledge of Microsoft Windows operating systems.
• Familiarity with related electronic data processing systems and financial software applications.
• Technical knowledge of system backup procedures.
• Knowledge of hardware and software system modification/fix techniques.
• Ability to interact effectively with all user levels, internal and external, via telephone or onsite.
• Ability to troubleshoot problems and effectively resolve user questions.
• Effective interpersonal, written, and verbal communication skills.
• Must be detail oriented and self‑motivated.

Physical Demands

• No unusual physical demands.
• Occasional lifting/pushing equipment installation/furniture.

VEVRAA Federal Contractor; Equal Opportunity Employer, including disability and veteran.

Must be able to pass a credit, criminal, and employment background check.