IT User Support Technician I

Job Description

Job Description

About Us:

At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment. Represent USALLIANCE in the community and form lasting relationships with our members and partners.

About This Role:

Responsible for providing support on Windows systems, troubleshooting and analysis, functionality, security, and patch updates. Assists users with hardware and standard desktop software (Word, Outlook, etc.) issues. Triages incoming tickets/calls and forwards issues to appropriate back-end teams as needed. Will participate in a Saturday rotation with other help desk personnel. Must be able to multi-task and switch between immediate user needs and long-term projects, like laptop builds. Creates user accounts and laptop builds for new hires.

Key Responsibilities:

• Perform basic workstation troubleshooting analysis via telephone calls, E-mails, or personal requests.
• Provide support for Windows systems, focusing on functionality, security, and patches.
• Conduct basic installation and troubleshooting of computers and associated operating systems, operating environments, application software, and peripheral equipment.
• Support team members in overseeing Helpdesk ticket assignments via the portal and complete tasks within the SLA.
• Create Active Directory, E-mail, VPN as well as other basic accounts for New Hires.
• Assist end users with general computer operation and desktop application software questions and problems.
• Identify and resolve users or internal system access issues (account lockouts, password resets, access setups, etc.)
• Assist in maintaining a network free of computer viruses, including scanning, and eliminating viruses on workstations.
• Create troubleshooting documents to be added to the knowledge base.
• Implement hardware and software upgrades.
• Assist with IT projects as required.
• Administer hardware repairs.
• Perform printer maintenance and repair.
• Other IT-related responsibilities and tasks as they arise.

Who you are:

• Strong analytical and organizational skills.
• Ability to work occasional evenings or weekends in response to the needs of the systems being supported.
• Dependable and reliable with the ability to work as part of a team.
• Capability to express patience and tolerance.
• Strong technical competency and creative problem-solving skills.
• Hard-working, flexible and have a can-do attitude.

Who you are:

• Minimum of 1 year of experience in IT support
• Windows 10, Windows 11 and MS 365 knowledge.
• Familiarity with troubleshooting and upgrading PC hardware.
• Basic working knowledge of TCP/IP and networking.
• Ability to manage accounts in Active Directory.
• Experience in troubleshooting printer hardware.

What We Offer:

• Competitive salary and benefits package
• Opportunities for professional development and career growth
• Hybrid Schedule (min 3 days in office to maximize collaboration)
• A collaborative and inclusive work environment
• Paid Time Off, Wellness Time & Paid Federal holidays
• 401K with 6% match
• High Performance Culture

Become a part of a team where your ideas are valued, your growth is supported, and your work makes a difference. Apply today and take the next step in your career with USALLIANCE.

EQUAL OPPORTUNITY EMPLOYER

USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills, and experiences within our workforce.

This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description may be modified at any time, for any reason, at the sole discretion of management.

At this time, USAlliance Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

If you need sponsorship now or in the future, look for this statement in the job description before you apply: “USAlliance Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, USAlliance Federal Credit Union will not provide sponsorship for the candidate to work in the United States.

It is unlawful for USAlliance to require or administer a lie detector test as a condition of employment or continued employment. In accordance with applicable state laws, an employer who violates this law shall be subject to criminal penalties and civil liability.

In the spirit of pay transparency, we are excited to share the base hourly range for this position is $27.00 - $29.00 , exclusive of fringe benefits or potential incentives. This position is also eligible for an annual corporate bonus. If you are hired at USALLIANCE Federal Credit Union, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members as a part is any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous compensation and benefits package.

All positions must adhere to standard BSA/AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.