EastRise Federal Credit Union seeks a Technical Support Associate to provide daily IT support for team members on site in South Burlington, Vermont. The role covers maintenance of computer systems and peripherals, handling user inquiries, basic troubleshooting, and account provisioning, with on‑call coverage for outages and IT incidents while ensuring alignment with security policies and procedures.
Compensation and Location
Salary: USD 26 - 28 per hour.
Location: South Burlington, VT onsite.
Responsibilities
- Provide daily operational IT support to team members, assisting with computer workstations and peripheral hardware.
- Answer user questions about technical issues or information requests, performing basic troubleshooting or timely repairs as needed.
- Process daily operational reports.
- Perform routine system checks and monitor system consoles for alerts.
- Administer user accounts, including provisioning, updates, and deactivations.
- Offer on‑call coverage for system outages and IT incidents or upgrades.
- Ensure adherence to security protocols and established IT policies and procedures.
- Handle helpdesk requests across multiple channels, including tickets, chat, and phone calls.
- Troubleshoot issues and escalate tickets to higher level IT staff as needed.
- Coordinate hardware service calls with vendors.
- Maintain timely communication with the designated IT teammate, other staff, and departments to resolve issues effectively.
- Monitor computers and peripheral equipment for alarms and error messages, reporting malfunctions to the appropriate parties.
- Follow up on vendor service calls to ensure timely repairs.
- Assemble, configure, and deploy computer systems and peripherals for team members.
- Create and maintain user application security profiles as authorized.
- Manage onboarding, terminations, and status change requests for team members.
- Maintain the employee permission tracking system to ensure regulatory requirements are met.
- Fulfill additional duties as assigned.
- Comply with all company policies and applicable laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control.
Experience
- Three to five years of similar or related experience, including preparatory experience.
Education
- High school degree or equivalent.
Schedule
Monday through Friday, 8:00 am to 5:00 pm. Additional hours may be required to meet business needs.
Location Details
South Burlington, VT, with occasional travel to other EastRise locations.
Compliance and Security
Must comply with all company policies and procedures and applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Other Requirements
- Favorable background, credit, criminal, bondability, and reference checks required.
- Motor vehicle check required if driving a company owned vehicle.
- Willingness to travel to other branches or locations as needed.
- Ability to work outside of scheduled hours to respond to technology issues.
- Demonstrates EastRise's Purpose, Guiding Principles, and Cultural Guideposts.
Interpersonal and Communication Skills
A high level of trust, credibility, and diplomacy is essential. The role involves in‑depth conversations with customers, colleagues, and external vendors, often requiring motivation, influence, education, and advising at various management levels.
Physical and Working Conditions
Physical: Primarily sedentary, with occasional lifting up to 5 lbs. Ability to climb and descend stairs in emergencies. Regular use of computers for 6-8 hours per day; extended hours may be required.
Working Environment: Indoors, climate‑controlled shared workspace with moderate noise.
Mental and Emotional Requirements
Capable of working under supervision or independently, following instructions, communicating clearly, and performing basic math with accuracy. Able to engage professionally with diverse personalities from various cultures.
