Technology/Field Operations Support I

Banking for GOOD; Tarpon Springs (FL); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Achieva Credit Union is seeking a Technology/ Field Operations Support I to deliver frontline technical support to team members, troubleshoot issues, and maintain hardware across locations. The role involves cross-training, hands-on tech exposure, and collaboration with the Technology Team.

The position requires travel to multiple locations, participation in annual training, and flexibility for evenings or weekends as needed to meet member and business demands.

Qualifications

• Operating systems: Windows and macOS.
• Browsers: Chrome.
• Device support: iPhone and Android.
• Strong communication with non-technical users.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Provide technical support via phone, chat, or in person.
• Investigate, troubleshoot, and resolve issues; escalate when needed.
• Install and maintain hardware and branch equipment (VDI, laptops, printers).
• Create documentation and train teammates; suggest improvements.
• Travel to Achieva locations and participate in training.

Skills

Windows/macOS

Chrome browser

Mobile device support

Customer service

Communication skills

Teamwork

Independent work

Documentation

Time management

Education

Associates degree or equivalent

Job description

Why Join Achieva?

14-Time Top Workplace

Career Growth & Internal Mobility

People-First Culture

Opportunity to Give Back to the Community

Position Summary

The Technology/ Field Operations Support I demonstrates enthusiasm about technology and customer service. The Technical Support team members work with cutting-edge technology and gain hands-on experience and exposure to cross training to many aspects of overall technology. The role provides technical support to our Achieva team members and mentors junior Technical Support staff. The incumbent listens and partners with our users to assist and resolve issues quickly. This essential role on our technology team ensures we provide the best experience. The role requires travel to various locations and must participate in annual training or as required for BSA and the Privacy Act.

Key Responsibilities

Technical Support & Issue Resolution

• Provide Achieva team members technical support via phone, work order queue, chat and in person.
• Evaluate the issue or objective and suggest alternatives and recommendations.
• Follow up with Achieva team members to ensure satisfactory resolution to their issues or implementations.
• Provide Tier 2 application support to Achieva team members, investigate, analyze, and troubleshoot issues for quick resolution.
• Coordinate and communicate with impacted parties and management on issues elevated and/or need escalation.
• Collaborate with Technology Team on technical issues and elevate as needed while continuing to be the liaison for the Achieva team member.

Hardware & Software Maintenance

• Install and provide preventative and corrective maintenance of equipment to include hardware utilized by our Achieva team members such as virtual desktops, laptops, printers, etc.
• Install and provide preventative and corrective maintenance of branch equipment to include network communications equipment, card printers, cash recyclers, etc.
• Respond to corrective maintenance requests or alarms within an acceptable time frame.
• Partner with hardware and software vendors to support our hardware and applications.

Documentation, Training & Process Improvement

• Create prompt and accurate documentation including documenting new information and updating existing documentation.
• Partner, training and cross train with the Technical Support team and overall Technology team.
• Innovate and recommend process, system, and technical support improvements.

Organizational Engagement

• Represent the credit union with professionalism and courtesy in all interactions.
• Uphold the highest ethical standards in all interactions and responsibilities.
• Represent and uphold the Achieva Brand Frame.
• Support leadership initiatives that position the credit union as a top employer.
• Participate in annual training or as required by BSA and the Privacy Act.
• Perform other essential functions as needed or assigned.
• Travel to various Achieva locations as needed.
• Work flexible hours including evenings, weekends or holidays as needed to meet member and business demands.

Requirements

Education and Experience

• Associates degree or equivalent combination of education and experience.
• 3-5 years’ desk-side support experience.
• 3-5 years’ leadership experience, preferred.

Certifications

• A Certification or equivalent.

Skills and Attributes

• Knowledge of operating systems such as Windows and macOS.
• Knowledge of browsers such as Chrome.
• Knowledge of device support such as iPhone and Android phones
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Excellent communication and customer service skills, with ability to communicate technical information to non-technical Achieva team members.
• Strong interpersonal skills with ability to work in a team environment.
• Ability to work independently, multi-task, prioritize and follow through with minimum supervision.
• Respectful and welcoming to others’ ideas and different opinions.
• Excellent written and listening skills.
• Strong documentation skills

Physical Demands & Work Environment

Achieva Credit Union is committed to providing equal employment opportunities to all individuals. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This role operates in a flexible environment and may include hybrid work, in-field visits, and time in an office setting at Corporate Headquarter and/or Achieva Branch. The role routinely uses standard office equipment such as computers, phones, and virtual meeting platforms. The employee must be able to remain in a stationary position for extended periods and communicate effectively via phone, video, and electronic messaging. The position may require extended periods of sitting or standing and occasional lifting of up to 25 pounds.

EEO Statement

Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, qualified individual with a disability, or other protected status. Achieva participates in E-Verify.