Information Technology Support Technician

TruHome Solutions* has provided private-label mortgage services to credit unions since 2004. By partnering with us, you’ll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives.

GENERAL FUNCTIONS:

TruHome Solutions maintains a hybrid Information Technology environment, including the use of Microsoft 365 (SharePoint/OneDrive/Teams), Azure, and a hosted limiteduse data center.

The IT Support Technician will be responsible for user endpoint device and software support procedures, including triage of issues/requests and providing the onsite or remote resolution of issues. Functions as a relationship liaison to business and adjunct IT elements to support end users. Key support role in onboarding, offboarding, access requests, equipment upgrades, etc. Assists with the knowledge base component of support services while maintaining a robust source of end-user and technical support documentation, as well as hands on technical support.

PRINCIPAL ACCOUNTABILITIES:

• Work closely with the Manager, IT Operations to continuously improve and maintain the technical support activities and service levels.

• Provide end-user and desktop support, ensuring that risks and issues which may affect the organization are identified, addressed, and resolved.

• Work alongside IT Team members to ensure the organization is supported with accurate, efficient, effective and productive tools, systems and processes for a stable and secure environment.

• Develop and configure the knowledgebase resources, validating accuracy and accessibility of data necessary to quickly resolve issues.

• Key liaison and onsite escalation point for the IT Operations function.

• Identifies current trends in support tickets, research possible causes and reports to the Manager, IT Operations.

• Encourage use of tools provided by various IT units and market support services.

• Process onboarding/offboarding procedures for employees, including orientation to IT functions and support services.

• Display responsiveness and personal attention, including in person and/or remote support for detailed clarification and artifact submission for issues/requests.

• Manage IT asset & supplies inventory, including processing and tracking of decommissioned hardware for secure disposal.

• Key support role in working with vendor escalated tickets, keeping continuity for timely resolution.

• After hours availability as needed to support projects and escalations.

KNOWLEDGE, SKILLS AND ABILITIES:

• Hands on technical ability managing Microsoft OS (Windows), Microsoft Office apps, telephony, network topologies, and desktop/laptop devices.

• Skilled technical troubleshooting and problem-solving ability.

• Detail-oriented technical writing ability and knowledge base management.

• High level of personal integrity and confidentiality.

• Works independently and precisely with moderate supervision.

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift 30 pounds from time to time. Also, must be able to stoop, bend, reach, or stand for extended periods of time. Ability to communicate via phone, email, chat, and in person. Must be able to sit and use a computer for extended periods of time.

WORKING CONDITIONS:

This position is expected to work in general office environment and may have to travel for visits to other facilities or for training purposes. Maintains core business hours (M-F, 8-5) with hands-on onsite responsibilities.

EDUCATION/EXPERIENCE REQUIREMENTS:

· Associate degree in computer science, information technology or related field, or equivalent experience.

· 2 years direct technical support of endpoint devices in a corporate environment.

· Experience with cloud-based applications (SaaS), specifically Microsoft 365, SharePoint, OneDrive, and Teams.

· ITSM experience preferred.

· Comptia, ITIL, and/or Microsoft certification(s) a plus