Senior IT Operations & Escalation Specialist

Metro Credit Union; Chelsea (MA); Hybrid; USD 77,000 - 98,000; Full time

Job summary

Metro Credit Union’s Technology Operations Specialist III role is a senior escalation point for complex IT issues, mentoring junior technicians, and ensuring reliable systems across the organization.

The position supports hardware, software, networks, and cloud environments, with responsibilities for documentation, knowledge bases, and SOPs, contributing to faster resolutions and improved service levels.

Qualifications

• High school diploma or equivalent.
• Minimum five years of enterprise IT support experience.
• Experience troubleshooting OS, cloud-based software, hardware, software, networks, systems, and applications.
• Advanced knowledge of computer hardware, software, server platforms, networks, office software, OS, and cloud computing tools.
• Strong communication and the ability to build effective working relationships with employees at all levels.
• Ability to travel occasionally to branch sites and work hours that may vary.

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.

Skills

IT support

OS troubleshooting

Cloud computing

Hardware support

Communication

Documentation

Education

High school diploma or equivalent

Tools

ITIL Foundation

CompTIA

Scripting

Job description

Metro Credit Union’s Technology Operations Specialist III role is a senior escalation point for complex IT issues, mentoring junior technicians, and ensuring reliable systems across the organization.

The position supports hardware, software, networks, and cloud environments, with responsibilities for documentation, knowledge bases, and SOPs, contributing to faster resolutions and improved service levels.