User Support Technician Jobs in Raleigh, NC (NOW HIRING)

LCCU is hiring!

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The Systems Support Technician provides Tier 2 technical support and troubleshooting for LCCU employees across endpoints, applications, identity, connectivity, and related technology services. The position independently resolves routine and moderately complex issues escalated from Support Services or identified within Systems Support and escalates advanced, recurring, or platform-level issues to the Systems Support Engineer or other technical specialists as appropriate. 

The role also supports endpoint administration, user access, technology deployments, documentation, and cross-functional IT initiatives while maintaining a high level of customer service. The Systems Support Technician works as part of a cross-functional technology team and collaborates with Support Services, the Systems Support Engineer, Enterprise Applications Manager, Core Applications, Network Security, Information Security, vendors, and other technology resources. 

As a vital member of the LCCU team, your responsibilities include the following:

• Provides Tier 2 technical support to end users through in-person, phone, email, and remote-support channels. Troubleshoots hardware, software, application, identity, connectivity, and peripheral issues and escalates advanced or recurring problems to the Systems Support Engineer, Enterprise Applications Manager, or other appropriate technical resources.   
• Receives, triages, prioritizes, documents, and resolves support tickets in accordance with established service levels. Maintains accurate documentation of troubleshooting performed, actions taken, resolution, and required follow-up.  
• Partners with Support Services to support effective escalation, timely resolution, complete ticket documentation, and ongoing knowledge transfer between Tier 1 and Systems Support. 
• Performs approved user provisioning, de-provisioning, access changes, password and multifactor-authentication support, and other routine identity-management activities using Active Directory, Microsoft Entra ID, Microsoft 365, and other assigned platforms.  
• Deploys, configures, maintains, and supports Windows endpoints and related devices using approved endpoint-management technologies, including Microsoft Intune and Windows Autopilot, software deployment, patching, security configuration, and device-compliance processes. 
• Supports software and application requests by validating basic technical requirements, installing approved applications, troubleshooting application issues, and coordinating with application owners, Information Security, or other technology teams when additional review is required.   
• Participates in technology projects, deployments, upgrades, branch initiatives, testing, and other cross-functional IT activities as assigned by the Enterprise Applications Manager.   
• Creates and maintains technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base articles and shares knowledge with Support Services and other technology team members.   
• Supports technology asset lifecycle activities, including inventory, assignment, recovery, storage, and secure disposal of equipment in accordance with LCCU data-security and asset-management procedures.   
• Diagnoses and resolves routine and moderately complex technical issues involving hardware, software, applications, identity, endpoints, and connectivity and identifies recurring issues for escalation or problem-management review.  
• Troubleshoots basic network and connectivity issues involving wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and endpoint access and escalates infrastructure issues to the Systems Support Engineer, Network Security Analyst, Enterprise Applications Manager, or vendor as appropriate. 
• Shares technical knowledge and best practices with other Systems Support team members and assists less-experienced staff with troubleshooting when appropriate.  
• Maintains current knowledge of endpoint, Microsoft 365, support, and workplace technologies and recommends opportunities to improve support effectiveness and the employee technology experience.  
• Works as part of a cross-functional technology team, maintaining primary responsibility for end-user and endpoint support while collaborating with the Systems Support Engineer, Enterprise Applications Manager, Core Applications, Network Security, Information Security, Support Services, vendors, and other technology resources.  
• Performs other projects and duties as assigned. 

Curious about joining our LCCU team? Here’s what you’ll need to bring along:

• Associate or bachelor’s degree in Information Technology, Computer Science, or related field, or an equivalent combination of education and relevant experience.  
• Two or more years of progressive technical support, desktop support, systems support, or related enterprise IT experience. 
• Hands-on experience supporting Microsoft Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, and related enterprise technologies.  
• Experience with or working knowledge of Microsoft Intune, Windows Autopilot, endpoint-management technologies, software deployment, patching, and device compliance. 
• Working knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and related enterprise infrastructure technologies.   
• Working knowledge of operating systems, hardware components, software applications, TCP/IP, VPN, wired and wireless networking, and basic network troubleshooting.  
• Experience working with enterprise ticketing or IT service-management platforms; Jira experience is preferred. 
• Ability to diagnose and resolve routine and moderately complex technical issues systematically and efficiently and recognize when escalation or collaboration with another technical discipline is required.   
• Strong customer-service, communication, troubleshooting, documentation, and interpersonal skills with the ability to work effectively with end users and technical teams.   
• Ability to think critically and creatively when troubleshooting technical issues.   
• Strong attention to documentation, accuracy, organization, and task completion.  
• Willingness to learn new technologies and adapt to changing IT environments.  
• Able to travel to other locations throughout the state as needed. 

LCCU is the perfect fit for you if:

• You are motivated to learn and grow into the best version of your professional and personal self.
• Your core values resonate with pursuing meaningful results to make a positive difference in your community.
• You thrive in an environment with team members who work from the heart. With employees from 20 different countries, we are a fun and multicultural team that comes together to embrace and learn from our differences. Organizational initiatives are constant.

What does LCCU have to offer you?

We provide a challenging and friendly work environment as well as a competitive salary and benefits package, including medical insurance plan, 401(k) plan (with a substantial company match), employer-paid life and disability plan, and generous paid time off to maintain a healthy work/life balance.

We foster a culture that incites creativity, encourages collaboration, and provides the opportunity for our employees to be their best and build their careers. Don’t wait! Come and experience the purpose that comes with being part of the movement towards a stronger, more inclusive community.

Apply Now!

To learn more about Latino Community Credit Union visit our webpage, www.latinoccu.org, and to view available opportunities, please visit the Careers section.

Latino Community Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.