Technical Support Administrator

Chartway Federal Credit Union; Virginia Beach (VA); On-site; USD 32,000 - 41,000; Full time

Job summary

Chartway Federal Credit Union in Virginia Beach is seeking a Technical Support Administrator to provide front-line IT and user support. The role includes handling desktop, application, and peripheral issues, with rotating Saturdays and after-hours on-call duties.

The position reports to the IT Support Manager and offers a competitive salary with benefits. Qualified candidates will have an AS in computer science or related field, 2–5 years of tech support experience, and relevant certifications

Qualifications

• Associate’s Degree (AS in computer science or similar) or equivalent experience.
• Approximately 2–5 years of technology support with strong customer service, preferably in a financial institution.
• One of the following certifications: A+, Microsoft MCP, Network+, CCNA, or equivalent experience.

Responsibilities

• Provides front-line interaction with users and ensures problems are resolved.
• Provides phone coverage for the Chartway Help Desk as required.
• Suggests improvements to support desk operations and user experience; installs, configures, tests, and supports new applications.
• Performs first-level analysis and diagnostics of desktop, network, and PC issues.
• Backs up IT operations; may require after-hours and weekend on-call duties and cell phone.
• Performs other duties as assigned.

Skills

Excellent communication

Windows OS support

Ethernet network basics

Knowledge of emerging technologies

Problem analysis and resolution

End-user support

Cross-department collaboration

Documentation and How-To writing

Training staff

Lift up to 50 lbs

Education

AS in computer science or related field

Certifications: A+, MCP, Network+, CCNA

Job description

Job Title: Technical Support Administrator
Department Hours: Monday – Friday 8:00 AM – 5:00 PM; Rotating Saturdays every 5-7 weeks (one day off during the week when working on Saturday)
Location: Virginia Beach, Virginia
Hiring Range: $23 - $30 per hour
(Higher compensation may be considered based on experience, qualifications, and internal equity)

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.

The Technical Support Administrator reports to the IT Support Manager and is responsible for providing quality technicalsupport to users. The position isdirectly involved in troubleshooting/resolving personal computer, application,and peripheral-related problems.

Responsible and Accountable for:

• Provides front-line interaction with users and acts to ensure all reported problems are resolved.
• Provides phone coverage of the primary internal Chartway Help Desk line as required.
• Develops ideas for improving and enhancing the general operation of the support desk and user experience. Installs, configures, tests, and supports new applications as required.
• Provides first level analysis and diagnostics of reported problems (including Desktop Operating Systems, network, branch, and PC issues).
• Provides backup for IT computer operations as required; required to have cell phone for after hours and weekend on-call duties as needed.
• Performs other duties as assigned.

Knowledge, Skills and Abilities:

• Excellent communication skills, and self-motivated (especially when involving the learning of new technologies)
• Knowledgeable in installation and support of Microsoft Windows operating system, including installation, support, and testing of new applications
• Knowledgeable in the basics of supporting an Ethernet network (including wiring, installation of PC hardware and software, and troubleshooting)
• Possess broad knowledge and understanding of current and emerging technologies and their relevance as tools in the IT industry
• Ability to identify and analyze critical problems and provide viable solutions and/or alternatives, informing senior staff in a timely manner
• Ability to provide first level support to end users in the areas of network, desktop, applications, telecommunications, web, and Desktop Operating Systems
• Ability to effectively work with other departments, prioritize and elevate issues as necessary, and provide resolution follow-up
• Ability to assist with other operational issues as required
• Ability to research and document problems/resolutions and create “How-To” instructional documentation as needed
• Ability to act as a source of information, help, and training for staff throughout the organization concerning personal computer applications and operating systems
• Ability to lift 50lbs of equipment to facilitate equipment relocations, as tasked
  

Education and Experience:

• Education: Associate’s Degree (AS in computer science or similar) or equivalent experience
• Experience: Approximately 2-5 years of technology support, focused on customer interaction with excellent customer service skills (preferably experience with a financial institution)
• Certification: One of the following (A+, Microsoft MCP, Network +, CCNA) or equivalent experience

Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration.

Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer

If a reasonable accommodation is needed for the job interview process, please contact our Talent Acquisition Team at 1-877-319-4818 extension 45863 or email us at [e-mail]