System Support Technician

Robins Financial Credit Union - Warner Robins, GA

Full-time - Entry Level

Warner Robins, GA

Credit Intermediation and Related Activities

About the position

The System Support Technician at Robins Financial Credit Union is responsible for managing and monitoring the Opcon Operations system, ensuring timely and accurate daily operations. This role involves providing first-level technical support to end-users, troubleshooting software and hardware issues, and maintaining operational policies and procedures. The technician will also assist with IT projects, manage user onboarding, and ensure the organization and inventory of the IT computer room.

Responsibilities

• Provide system management and monitoring for the Opcon Operations system.
• Perform all daily operations timely and accurately.
• Work with outside vendors to ensure secure and accurate data transfer.
• Assist in creating and maintaining operations policies and procedures.
• Provide first-level diagnosis and troubleshooting for technical issues.
• Log incidents, service requests, and repairs into IT Service Management tool.
• Multi-task during calls to research technical issues while communicating with customers.
• Redirect escalated problems to the correct resources within IT.
• Monitor, track, and communicate status on incidents and service requests.
• Perform follow-up on outstanding tickets to determine resolution status.
• Set up and perform basic repairs to equipment for employee use.
• Organize, deploy, and complete troubleshooting for computers and peripherals.
• Lead projects for desktop and printer deployments.
• Onboard and maintain users of technology services.
• Assist with planning and development of IT projects.
• Ensure backup and disaster recovery of mainframes are operable.
• Keep the IT computer room organized and inventoried.
• Order IT paper stock and supplies.
• Assist with Symitar releases and patches for backup and support.
• Communicate with customers regarding incident progress and changes.
• Provide on-call after-hours support for all systems.

Requirements

• High school diploma or equivalent.
• 2 years progressive experience in information technology field.
• Bachelor's degree in an information technology related discipline.
• A+ certification.
• MCITP: Enterprise Desktop Administrator certification.
• Excellent time management skills.
• Strong customer service skills.
• Excellent communication and listening skills.
• Organizational skills and problem-solving abilities.
• Broad knowledge of Microsoft Office and Windows operating systems.
• Basic networking knowledge and command prompts.
• Experience with Active Directory and VPN.

Nice-to-haves

• Experience with Cisco systems.
• Flexibility to work non-traditional shifts such as evenings and Saturday rotations.

Benefits

• Health Insurance (only employee premium paid)
• Short and Long Term Disability
• Life Insurance and AD&D
• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with match (based on length of employment)
• Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
• 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program