Technical Support Specialist - TECHN002109-00001 (Onalaska, WI)

At Altra Federal Credit Union, we are committed to helping our members live their best lives by providing personalized financial solutions and exceptional service. As a member-owned financial cooperative, Altra values integrity, teamwork, innovation, and community involvement. We believe that our employees play a critical role in delivering seamless and secure experience to our members, and we strive to create a supportive workplace where individuals can grow, learn, and make a meaningful impact.  

We are hiring a Technical Support Specialist who will support Altra’s mission by ensuring our employees have the technology and tools they need to serve members effectively. This position serves as the first point of contact for technical assistance, helping troubleshoot issues, maintain systems, resolving hardware, software and support day-to-day technology needs across the credit union.  

Key Responsibilities  

• Provide first-level technical support for hardware, software, and network-related issues.
        
• Respond to help desk tickets, emails, and phone requests in a timely and professional manner.
        
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and applications.
        
• Install, configure, and maintain user workstations and peripheral equipment.
        
• Assist with user account management, including password resets and access provisioning.
        
• Document technical issues, solutions, and processes within the ticketing system.
        
• Escalate complex issues to higher-level IT staff as needed.
        
• Support system updates, patches, and routine maintenance activities.
        
• Deliver excellent customer service and clear communication to staff.

Qualifications  

• High school diploma (or equivalent) required.
        
• Associate’s degree (or higher) in Computer Science, Information Technology or related field required. Experience in lieu of degree can be considered. Technical Certification a plus.
        
• 6-months experience in technical support or help desk environment required.
        
• Experience supporting networked environments and programming or database experience is a plus.
        
• Experience in the operation and analysis of database hardware, software, and standards a plus.
        
• Experience with data retrieval methodologies systems applications is a plus.

Skills & Abilities  

• Basic knowledge of Windows operating systems and Microsoft 365.
        
• Strong troubleshooting and problem-solving skills.
        
• Excellent communication and customer service abilities.
        
• Strong attention to detail and documentation.
        
• Ability to prioritize tasks and manage time effectively.
        
• Team-oriented mindset with a willingness to collaborate.
        
• Commitment to confidentiality and information security.

Availability  

• This position is hourly, full-time, 40- hours per week, Monday through Friday.
        
• Primary working hours are from 8:30 a.m. to 5:30 p.m.
        
• Flexibility to work nights and weekends as needed is required.
        
• The Technical Support team will rotate through being on-call for a week at a time (Monday through Sunday), 24/7 for their assigned week, approximately once every five (5) weeks.

Work Environment  

• This position is located at Altra’s Operations Center in Onalaska, WI
        
• However, hybrid / blended remote opportunities can be considered for those candidates who live within Altra’s La Crosse WI and Tyler TX office locations.

Pay & Benefits  

• Competitive starting rate of $24.65+ per hour, based on previous experience
        
• When bilingual in Spanish or Hmong, receive a $1.00 per hour pay premium after completing and passing a language exam.
        
• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
        
• Up to a 6% employer-matched 401(k) + additional 3% employer contribution.
        
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
        
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
        
• Employee-only perks and discounts.

At Altra Federal Credit Union, you’ll be part of a team that values people over profits and puts members at the heart of everything we do. We believe in creating a supportive and collaborative workplace where employees are empowered to grow, develop their careers, and make a real impact in the lives of others. By joining Altra, you’ll not only gain the opportunity to build meaningful relationships with members and coworkers, but you’ll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.  

Altra is proud to be a Great Place to Work® certified company seven years in a row; 92% of our employees say Altra is a great place to work! At Altra, we invest in each other and work together to make a difference in the communities we serve and to help people live their best lives! We support diversity in the workplace and are an Equal Opportunity Employer.  

Experience

• Associate’s degree (or higher) in Computer Science, Information Technology or related field required.
        
• 6-months experience in technical support or help desk environment required.

• Experience in lieu of degree can be considered.
        
• Technical Certification a plus.
        
• Experience supporting networked environments and programming or database experience is a plus.
        
• Experience in the operation and analysis of database hardware, software, and standards a plus.
        
• Experience with data retrieval methodologies systems applications is a plus.

Education

• Associates or better in Information Technology or related field
        
• Associates or better in Computer Science or related field
        
• High School or GED or better

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.