What are the responsibilities and job description for the Technology/Field Operations Support II position at Achieva Credit Union?
Position Summary:
The Technology/Field Operations Support II role provides hands-on technical support to Achieva team members, serving as the final point of escalation before issues are transferred to other IT teams. This role supports hardware, software, mobile devices, and network-connected equipment across all locations and plays a key role in delivering an excellent internal service experience. In addition to resolving technical issues, this role partners with vendors, mentors junior team members, and contributes to system and process improvements.
Key Responsibilities:
Technical Support & Troubleshooting
This position operates in both office and field settings and involves frequent travel to Achieva branches. The role requires the use of standard IT tools and equipment.
The role requires the ability to communicate effectively with others using various methods, including in verbal, written, phone, video conferencing, and digital messaging platforms.
This role may require physical activity such as walking, bending, reaching, or standing for extended periods. Occasional lifting of items up to 50 pounds may also be required.
Achieva Credit Union is committed to providing equal employment opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
EEO Statement
Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, age.
The Technology/Field Operations Support II role provides hands-on technical support to Achieva team members, serving as the final point of escalation before issues are transferred to other IT teams. This role supports hardware, software, mobile devices, and network-connected equipment across all locations and plays a key role in delivering an excellent internal service experience. In addition to resolving technical issues, this role partners with vendors, mentors junior team members, and contributes to system and process improvements.
Key Responsibilities:
Technical Support & Troubleshooting
- Deliver Tier 2 technical support via phone, in-person, work order system, and chat.
- Diagnose and resolve hardware, software, and device-related issues across multiple platforms (Windows, macOS, iOS, Android).
- Respond to corrective maintenance requests and alarms within defined timeframes.
- Partner with hardware/software vendors for troubleshooting and escalations.
- Provide end-user support for virtual desktops, laptops, mobile devices, printers, and other peripheral equipment
- Perform installation, preventive, and corrective maintenance on IT equipment.
- Maintain and troubleshoot branch technology including card printers, cash recyclers, and network communications equipment.
- Ensure equipment is fully functional and updated across all locations.
- Serve as liaison between end users and internal IT teams when escalating complex issues.
- Collaborate with cross-functional technology teams to resolve broader system challenges.
- Partner with and mentor junior technical support team members.
- Support process improvement by identifying trends and recommending technical solutions
- Create and update technical documentation, guides, and system records.
- Communicate clearly with non-technical team members about technology issues and solutions.
- Follow up with team members to ensure satisfaction and resolution quality.
- Coordinate with impacted departments and leadership on escalated or ongoing issues.
- Associate degree preferred.
- 3–7 years of desk-side or technical support experience required.
- A Certification or equivalent required.
- CompTIA Network or equivalent preferred.
- Knowledge of Windows and macOS operating systems.
- Familiarity with web browsers (e.g., Chrome).
- Experience supporting mobile devices (iPhone, Android).
- Proficiency in documenting and maintaining support records.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills.
- Exceptional customer service mindset.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Strong team player with the ability to mentor others and collaborate effectively.
- Organized, detail-oriented, and committed to continuous learning.
This position operates in both office and field settings and involves frequent travel to Achieva branches. The role requires the use of standard IT tools and equipment.
The role requires the ability to communicate effectively with others using various methods, including in verbal, written, phone, video conferencing, and digital messaging platforms.
This role may require physical activity such as walking, bending, reaching, or standing for extended periods. Occasional lifting of items up to 50 pounds may also be required.
Achieva Credit Union is committed to providing equal employment opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
EEO Statement
Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, age.