Technical Support Administrator

Department Hours: Monday – Friday 9:00 AM – 6:00 PM; rotating Saturdays every 5-7 weeks (one day off during the week when working on Saturday). One day per week required to work in Tooele.

Hiring range: $23 - $30 per hour (higher compensation may be considered based on experience, qualifications, and internal equity).

About the role

The Technical Support Administrator reports to the IT Support Manager and is responsible for providing quality technical support to users. The position is directly involved in troubleshooting and resolving personal computer, application, and peripheral-related problems.

Responsibilities

• Provides front-line interaction with users and ensures all reported problems are resolved.
• Provides phone coverage of the primary internal Chartway Help Desk line as required.
• Develops ideas for improving and enhancing the general operation of the support desk and user experience.
• Installs, configures, tests, and supports new applications as required.
• Provides first-level analysis and diagnostics of reported problems (including Desktop Operating Systems, network, branch, and PC issues).
• Provides backup for IT computer operations as required; required to have a cell phone for after-hours and weekend on-call duties as needed.
• Performs other duties as assigned.
• Researches and documents problems/resolutions and creates “How-To” instructional documentation as needed.
• Acts as a source of information, help, and training for staff throughout the organization concerning personal computer applications and operating systems.
• Lifts up to 50 lbs of equipment to facilitate equipment relocations, as tasked.

Requirements

• Excellent communication skills and self-motivated, especially when learning new technologies.
• Knowledgeable in installation and support of Microsoft Windows operating system, including installation, support, and testing of new applications.
• Knowledgeable in the basics of supporting an Ethernet network (including wiring, installation of PC hardware and software, and troubleshooting).
• Broad knowledge and understanding of current and emerging technologies and their relevance as tools in the IT industry.
• Ability to identify and analyze critical problems and provide viable solutions or alternatives, informing senior staff in a timely manner.
• Ability to provide first-level support to end users in the areas of network, desktop, applications, telecommunications, web, and Desktop Operating Systems.
• Ability to effectively work with other departments, prioritize and escalate issues as necessary, and provide resolution follow-up.
• Associate degree (AS in computer science or similar) or equivalent experience.
• 2-5 years of technology support experience, focused on customer interaction with excellent customer service skills (preferably experience with a financial institution).
• One of the following certifications (A+, Microsoft MCP, Network +, CCNA) or equivalent experience.
• Good credit history for consideration.

Benefits

Chartway offers a competitive salary and a comprehensive benefits package.