Information Technology Support Technician

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

goals, performing within desired services levels.

2. 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.

3. Serve as a primary point of contact for employee technology requests, escalating issues to senior technology staff or vendors when appropriate.

4. Install, configure, deploy, and maintain end-user devices, including laptops, desktops, peripherals, and mobile devices, using standardized procedures and security controls.

5. Support modern operating systems, productivity tools, and cloud-based applications (e.g., Microsoft 365), ensuring reliable access and minimal disruption to daily operations.

6. Utilize the help desk ticketing system to document, track, and resolve incidents, service requests, and basic changes in accordance with service level expectations.

7. Perform routine maintenance and troubleshooting to prevent service interruptions, coordinating repairs or replacements with approved vendors as needed.

9. Assist with maintaining and updating technical documentation, procedures, and user guides to support consistency, knowledge sharing, and audit readiness.

10. Provide basic support for enterprise applications and systems connected to the core processing environment, including printing, electronic document management, and related end-user functions.

11. Interact with employees, vendors, and partners in a professional, courteous, and service-oriented manner, promoting a positive technology experience.

12. 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.

13.Understand and promote organizations vision, mission, goals, culture, values, image and service philosophy; projects positive image and role modeling.

an ambassador for the organization community.

15.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