IT Support Technician - PST Time Zone

Role: IT Support Technician

Location: Remote (Need to work in PST Time Zone)

Duration: 6 Months Contract

Job Summary:

The IT Support Technician provides frontline technical support to employees, ensuring reliable operation of end-user computing devices and related technologies across all locations. This role supports an enterprise environment that includes laptops, mobile devices, peripherals, operating systems, and cloud-based applications.

The position is responsible for installing, configuring, maintaining, and troubleshooting hardware and software issues in accordance with organizational policies, security standards, and service expectations. The IT Support Technician serves as a primary point of contact for employee technology needs, helping to resolve issues efficiently while minimizing disruption to daily operations.

This role supports multiple branch locations, participates in assigned technology projects, and collaborates with vendors and internal teams to deliver a positive and consistent employee/member experience.

1. Use TMA (The Member Advantage ) process to meet employee needs and reach assigned

goals, performing within desired services levels.

1. Provide responsive, first-level technical support to employees by diagnosing and resolving hardware, software, and connectivity issues in accordance with established policies and service standards.
2. Serve as a primary point of contact for employee technology requests, escalating issues to senior technology staff or vendors when appropriate.
3. Install, configure, deploy, and maintain end-user devices, including laptops, desktops, peripherals, and mobile devices, using standardized procedures and security controls.
4. Support modern operating systems, productivity tools, and cloud-based applications (e.g., Microsoft 365), ensuring reliable access and minimal disruption to daily operations.
5. Utilize the help desk ticketing system to document, track, and resolve incidents, service requests, and basic changes in accordance with service level expectations.
6. Perform routine maintenance and troubleshooting to prevent service interruptions, coordinating repairs or replacements with approved vendors as needed.
7. Travel to branch locations to perform on-site support, device deployments, hardware replacements, and related technology tasks.
8. Assist with maintaining and updating technical documentation, procedures, and user guides to support consistency, knowledge sharing, and audit readiness.
9. Provide basic support for enterprise applications and systems connected to the core processing environment, including printing, electronic document management, and related end-user functions.
10. Interact with employees, vendors, and partners in a professional, courteous, and service-oriented manner, promoting a positive technology experience.
11. Uphold and use TMA (The Member Advantage) AID, Inc principles to serve internal and external members and meet goals; identify, recommend, develop and implement products and services that are best suited to fulfill the needs of the member.
12. Understand and promote organizations vision, mission, goals, culture, values, image, and service philosophy, projects positive image and role modeling.
13. Be an ambassador for the organization community.
14. Understand compliance issues and attend training as they relate to the position, including, but not limited, to the Bank Secrecy Act, USA Patriot Act, etc

1. Successfully graduate from required Integrity Solutions courses and use in position.
2. Understand and support the mission statement, vision statement, and core values of organization.
3. Demonstrate the ability to work on several tasks simultaneously.
4. Be genuinely interested in people, with abilities to deal with different people and personalities.
5. Ability to: collaborate and work effectively, independently, or as part of a team; treat members and employees with utmost courtesy, efficiency, integrity, professionalism and etiquette; articulate effectively; and work in a fast-paced environment.
6. Ability to: operate and trouble shoot PC and various peripherals, learn to use various software; operate basic office machines; complete general typing and computer input tasks.
7. Be familiar with the IT Manuals and Policy Manual and respect Board policy decisions.
8. Adept at using and learning to use new technology.
9. Be familiar with the organization Security Program and procedures for burglary and fire, participating in planned drills.
10. Able to report to work in other branches as assigned when necessary.
11. Must be bondable and hold a valid driver s license and insurance.
12. Participate in workshops, training, seminars, or college classes as directed by supervisor.

1. Perform all other duties which may be assigned by management.
2. High school diploma or GED required, Associate degree in Information Technology, Computer Science, or a related field preferred or equivalent hands-on experience.
3. One to three years of experience providing technical support in a professional or enterprise environment, including troubleshooting end-user devices, operating systems, and applications.
4. Working knowledge of modern endpoint devices, operating systems, and productivity tools, with the ability to learn new technologies quickly
5. Technology certifications a plus.