Systems Support Technician (Durham)

Description

LCCU is hiring!

Your Contribution:

The role works within the Systems Support team to provide endpoint support, basic server administration, user access support, and assistance with core, enterprise application, and network-related issues in collaboration with the appropriate technology teams. The Systems Support Technician also supports device deployments, documentation, asset management, and cross-functional IT initiatives while maintaining a high level of customer service. 

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

• Provides technical support to end users through in-person, phone, email, and remote-support channels. Troubleshoots common hardware, software, application, access, connectivity, printer, and peripheral issues and escalates more complex problems to appropriate technical resources.  
• Receives, documents, prioritizes, and resolves assigned support tickets in accordance with established service levels and escalation procedures. Maintains accurate documentation of troubleshooting performed, actions taken, resolution, and required follow-up.  
• Partners with Support Services to ensure complete ticket information, effective escalation, timely resolution, and ongoing knowledge transfer between Tier 1 and Systems Support.  
• Performs approved user provisioning, de-provisioning, password resets, multifactor-authentication support, and routine access changes using Active Directory, Microsoft Entra ID, Microsoft 365, and other assigned platforms.  
• Installs, configures, updates, and supports approved software applications on end-user devices using established procedures and endpoint-management tools, including Microsoft Intune where applicable. Troubleshoots software-related issues and escalates application-specific or compatibility concerns as needed.  
• Deploys, configures, and supports Windows endpoints and related devices using approved tools and procedures, including Microsoft Intune and Windows Autopilot where applicable.  
• Supports hardware setup, installation, configuration, maintenance, repair, and replacement for desktops, laptops, printers, and other peripheral devices. Supports technology asset lifecycle activities including receiving, inventory, assignment, recovery, storage, and secure disposal of equipment.  
• Supports basic server and infrastructure administration activities under established procedures, including routine checks, account-related tasks, basic troubleshooting, and coordination with the Systems Support Analyst, Systems Support Engineer, Network Security Analyst, or vendors when escalation is required.  
• Provides initial troubleshooting for application, infrastructure, and network-related issues and works with Systems Support, Core Applications, Enterprise Applications, Networking, and other technical teams to escalate and resolve issues. 
• Performs basic troubleshooting of wired and wireless connectivity, VPN, DNS, DHCP, and endpoint-network issues and escalates infrastructure problems to appropriate technical resources. 
• Creates and maintains troubleshooting documentation, procedures, knowledge-base articles, and user guidance and shares knowledge with Support Services and other technology team members. 
• Provides basic user guidance on standard applications, workplace technologies, and support procedures and develops user-facing documentation when appropriate. 
• Participates in device deployments, branch initiatives, application testing, upgrades, and other cross-functional IT projects as assigned. 
• Escalates recurring, complex, or platform-level issues to the Systems Support Analyst, Systems Support Engineer, Network Security Analyst, application teams, vendors, or other technical resources as appropriate. 
• Maintains current knowledge of endpoint, Microsoft 365, support, and workplace technologies and identifies opportunities to improve support effectiveness and 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 Analyst, 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. 

Requirements

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

• High school diploma or GED required; associate degree, technical certification, or related technical training preferred. 
• One or more years of desktop support, help desk, technical support, systems support, or related IT experience preferred. 
• Experience supporting Windows desktops, laptops, common business applications, and peripheral devices in a professional environment. 
• Working knowledge of Windows 11, Microsoft 365, and common business applications. 
• Basic familiarity with Active Directory, Microsoft Entra ID, multifactor authentication, Microsoft Intune, Windows Autopilot, or similar endpoint and identity technologies. 
• Basic understanding of TCP/IP, DNS, DHCP, VPN, wired and wireless networking, and common network troubleshooting concepts. 
• Basic experience with or exposure to Windows Server administration, Active Directory, Microsoft Entra ID, Microsoft 365, and related enterprise technologies preferred.  
• Experience with enterprise ticketing or IT service-management platforms; Jira experience is preferred. 
• Strong customer-service, communication, troubleshooting, documentation, and interpersonal skills. 
• Ability to work effectively as part of a cross-functional team, manage multiple priorities, and recognize when escalation or collaboration with another technical resource is required. 
• Able to travel to other locations throughout the state as needed. 
• Ability to communicate effectively with end users, internal technology teams, and external vendors. 
• Strong organizational skills, attention to detail, and commitment to accurate documentation and task completion. 
• Ability to troubleshoot common technical issues systematically and proactively. 
• Willingness to learn new technologies and grow into broader systems-support responsibilities. 

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 an employer-paid 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.