Technology Operations Specialist III

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

Why This Role Exists

Metro Credit Union’s employees rely on dependable technology to serve members, solve problems, and keep daily operations moving. The Technology Operations Specialist III plays a key role in making that happen. This is a senior-level technical support position for someone who can troubleshoot complex issues, support business-critical systems, and help make technology easier, faster, and more reliable for teams across Metro. Team members regularly rely on you as a senior technical resource and mentor for complex issues.

What You’ll Own

You’ll be a trusted escalation point for advanced technology issues, partnering closely with the Technology team to diagnose and resolve complex issues from start to finish. In this role, you’ll also help mentor junior technicians by modeling strong troubleshooting practices, sound judgment, clear documentation, and consistent service follow-through. Your work will support reliable systems, stronger operational practices, and continuous improvement across the Technology team, directly impacting employee productivity, operational continuity, and the member experience.

What You’ll Do

• 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.

Success Looks Like in 12 to 18 Months

You are known as a reliable escalation partner who brings structure, urgency, and good judgment to complex issues. Ticket aging and follow‑through are consistently supported. Documentation is clearer and easier for others to use. You have contributed to technology rollouts, improvements, or automation efforts that reduce friction for employees and strengthen service levels across Metro.

You’ll Love This Role If…

You enjoy solving technical problems that do not always have obvious answers. You like being hands‑on, but you also care about process, documentation, and helping others get better. You communicate well with both technical and non‑technical users, and you take pride in making technology feel easier for the people who depend on it.

AI Expectations, If Appropriate for the Role

Metro values practical, responsible use of technology. In this role, you may have opportunities to use AI‑enabled tools to support documentation, troubleshooting efficiency, knowledge‑sharing, research, and process improvement, while following Metro’s data security, privacy, and technology‑use expectations.

Required Qualifications

• High school diploma or equivalent.

• Minimum five years of enterprise IT support experience.

• Experience troubleshooting operating systems, cloud‑based software, hardware, software, networks, systems, and applications.

• Advanced knowledge of computer hardware, software, server platforms, networks, office software, operating systems, and cloud computing tools.

• Strong communication skills and the ability to build effective working relationships with employees at all levels.

• Ability to work in a general office environment, sit for extended periods, occasionally carry or push approximately 75 pounds, and occasionally work under desks or in small spaces to repair or troubleshoot hardware.

• Ability to travel occasionally to branch sites.

• Availability to work hours that may vary between 7:00 a.m. and 8:00 p.m., Monday through Friday, with Saturday rotation once per month from 7:00 a.m. to 2:00 p.m.

Preferred Qualifications

• Prior experience with operating systems and cloud computing software.

• CompTIA and ITIL Foundation certificates.

• Financial services.

• Automation/scripting.

Working Conditions/Physical Demands

• General office environment.

• Ability to sit for extended periods of time.

• Occasionally carrying/pushing approximately 75lbs.

• Ability to get under desks and in small places occasionally to repair and troubleshoot hardware problems.

• Occasional travel to branch sites.

• Work hours may vary between the hours of 7am to 8pm Monday through Friday; Saturday work hours are on rotation once a month 7am‑2pm.

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well‑rounded benefits package designed to support your health, financial well‑being, career growth, and work‑life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

This role follows Metro’s current hybrid expectations, including a minimum three‑day in‑office standard, a 15‑day onboarding period before hybrid eligibility is considered, and no 4x10 schedule eligibility due to Technology team coverage needs.

Compensation Disclosure

$37.00–$47.00 per hour, equivalent to approximately $76,960–$97,760 annually.

The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.

This position is not eligible for visa sponsorship.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work‑life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state‑chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.

Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.