Technical Support Specialist Tier 2

Full Time

Technical Support Specialist (Tier 2)

Pure IT Credit Union Services is seeking an experienced Technical Support Specialist (Tier 2) to join our team! Pure IT Credit Union Services (a CUSO) began as a partnership between a credit union and a group of technology services professionals who joined together to help move credit unions toward cost-effective, cutting edge, and business enabling technology.

Pure IT continues to be blessed with exponential growth which brings opportunities for others to join our team! Our ideal candidate is passionate about credit unions, technology, and building long-term relationships with credit union leaders. We do not sell widgets or tech products; we partner with credit union leaders on strategy and roadmaps for technology and security. 

The Technical Support Specialist will provide technical assistance to computer system users. Specialists are responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location. The technical skills include knowledge of electronic equipment and computer software.

Duties and Responsibilities: 

  • Answer user inquires regarding computer software or hardware operation to resolve problems, typically of a lower complexity
  • May install software or perform hardware testing remotely
  • Ability to work remote with Pure IT equipment, if necessary
  • Participate and collaborate with other Support Specialist and collectively work as a team to monitor and resolve tickets and requests in a daily queue 
  • Provide troubleshooting and support to resolve issues 
  • Liaise with vendors and other IT personal for problem resolution
  • Always strive to provide exceptional customer experience 
  • Maintain customer relationships and ensure customer satisfaction 
  • Exercises minimal independent judgment with direction from supervisor


  • Associates degree in computer related field or equivalent training required
  • Entry level – 2 years of experience required
  • Experience working with a ticket system (we use Connect Wise.) Other examples: Zendesk, ZOHO crm, ServiceNow, etc.
  • A+ Certified (preferred)
  • Experience with ITIL methodology a plus
  • Verbal and written communication skills, problem solving skills, customer service and interpersonal skills (Required)
  • Basic ability to work independently and manage one’s time
  • Excellent troubleshooting and ability to solve IT issues
  • Knowledge of computer software, such as configuration management software, desktop communications software, operating system software





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