Technical Support Specialist

Jeanne D'Arc Credit Union; Lowell (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

Jeanne D'Arc Credit Union is looking for a Technical Support Specialist in Lowell, Massachusetts. This role involves providing employee help desk support services, handling hardware and software issues, and managing help desk tickets. The ideal candidate should have an Associate's degree in technology and at least two years of relevant experience. The position demands strong problem-solving skills, a team-oriented mindset, and proficient communication abilities to maintain high customer satisfaction.

Qualifications

• Minimum two years of PC/network support experience.
• Ability to interpret technical documents and instructions.
• Proficient in troubleshooting technical problems.

Responsibilities

• Provide hardware and software support to end users.
• Manage help desk tickets and ensure timely resolution.
• Collaborate with team members to achieve goals.

Skills

Troubleshooting

Teamwork

Customer Service

Technical Communication

Education

Associate’s degree in technology or equivalent

Job description

Technical Support Specialist

Under the direction of the AVP – Technology Operations, the Technical Support Specialist provides employee help desk support services and supports branch and employee equipment needs.

Essential Functions & Responsibilities

• Provide hardware, software, phone, and basic network support to all end users, troubleshooting devices such as desktops, laptops, printers, scanners, phones, and ATMs.
• Create and maintain user accounts for network access; track access as needed and notify manager of necessary changes.
• Triage, assign, and work help desk tickets, respond in a timely manner, document thoroughly, and follow up to ensure satisfactory resolution, meeting Service Level Agreement standards.
• Build, configure, and deploy workstations and printers; apply patches; assist with maintenance of employee desktop applications.
• Provide instruction to users on equipment usage while maintaining high customer satisfaction.
• Obtain quotes for software, services, or equipment from vendors; manage purchase orders.
• Maintain technology department asset tracking system for hardware and software.
• Coordinate service calls with vendors, reducing downtime, and escalating issues when necessary.
• Collaborate as part of the team to achieve goals and find creative solutions.
• Draft or revise policies and procedures to improve efficiency and clarity for staff and end users.
• Demonstrate a commitment to accommodating internal and external member needs.
• Support community outreach efforts.
• Participate in department and organization projects to meet corporate objectives.
• Perform related duties as required.
• Self‑motivated, organized, and able to prioritize work with minimal direction.

Experience and Education

Associate’s degree, preferably in technology, or specialized training in a technical field, with at least two years of PC/network support experience, or equivalent combination of education and experience.

Interpersonal Skills

• Ability to read, analyze, and interpret complex technical journals.
• Ability to respond to reasonable technical inquiries and instructions from management and staff.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to effectively present information and solutions to Technology Department management and other employees.
• Team‑oriented, detailed, organized, and possessing good interpersonal and communication skills.

Other Skills

• Proficiency with basic arithmetic and computational skills.
• Problem‑solving ability with limited standardization.
• Capability to define problems, collect data, establish facts, and draw valid conclusions.
• Interpret technical instructions in mathematical or diagram form.
• Ability to troubleshoot technical problems.
• Physical requirements: standing, sitting, walking, reaching, driving, and lifting up to 30 lbs.
• Frequent local travel between branch locations.