Senior Technical Support Specialist

Position Overview

The Senior Technical Support Specialist provides advanced support for hardware, software, and peripherals with a strong focus on documenting system configurations and support procedures. The role includes managing Microsoft Intune and Teams Admin tasks, mentoring support staff, and overseeing IT components of Vantage West Credit Union projects.

Compensation: Salary range is $26.51 - $34.79/hour, Job Grade NE 12. Final salary is dependent on candidate's experience and qualifications.

At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are cultivating a community where everyone can thrive.

Key Responsibilities

• Provides guidance and mentors other Technology team members and supports the team as needed.
• Manages Microsoft Intune tasks including device enrollment, compliance, app deployment, and configuration policies.
• Administers Teams Phone devices and telephony features within Microsoft Teams Admin Center.
• Oversees contact center administration including call flow management and technical support.
• Troubleshoots software, hardware, and network issues related to computers, mobile devices, and IT infrastructure.
• Installs and upgrades software/operating systems, and performs moves, adds, and changes for computers and peripherals.
• Logs support details in a service desk trouble-ticketing system and creates knowledge base articles.
• Performs system administration tasks including account management and permission settings.
• Designs and maintains system documentation ensuring compliance with security regulations.
• Evaluates and procures new technology and computer supplies in line with budget requirements.
• Ensures maintenance of all software licenses and trains local users on issues such as VPN access.
• Tracks recurring issues to improve support readiness and meets key service-level goals including response time and end-user satisfaction.
• Performs additional duties as assigned.

Required Qualifications

• High School diploma or equivalent and a minimum of four (4) years of technical support experience.
• Knowledge in administration of endpoints via Microsoft Intune, including Autopilot.
• Experience in administering Teams Phone and user management.
• Familiarity with contact center technology administration and support practices.
• Understanding of basic troubleshooting principles and production computing environments.
• Knowledge of general Windows software usage and computer hardware components.
• Proven ability to collect data, define problems, and draw conclusions from technical issues.
• Excellent communication skills across all levels of the organization and the ability to assist non-technical end users.

Preferred Qualifications

• Bachelor's degree in IT or a related field.

Benefits & Perks

• Health Coverage: Medical, dental, and vision coverage for you and your dependents, plus life insurance, flexible spending accounts, pet insurance, EAP, and Corporate Care Solutions.
• Paid Time Off & Holidays: Generous paid time off, sick days, paid holidays, and 16 hours for community volunteer programs, along with enhanced paid military and maternity/paternity leave.
• Retirement Savings: A generous 401k plan.
• Development Activities: Opportunities for job shadowing and personal development, contributing to a 40+% annual internal promotion rate.
• Tuition Reimbursement: Eligible full-time employees can receive 100% tuition coverage toward an online Bachelor's or Master's Degree through our partnership with the University of Arizona Global Campus.