Join our Team
At Rivermark, we’re more than a financial institution we’re a community of passionate people committed to transforming lives and communities together. We’re a proudly progressive credit union that values diversity, equity, and inclusion, and we celebrate the differences that make each of us unique. At Rivermark, we foster an environment where every employee can show up as their authentic self and feel a genuine sense of belonging. We’re deeply dedicated to serving historically marginalized and underserved communities, empowering our members to achieve their dreams through innovation, compassion, and personalized financial solutions. We believe that when our employees thrive, our members and communities thrive too. That’s why we’ve built a culture rooted in collaboration, growth, and inclusion, where your ideas are valued, your voice matters, and your work truly makes a difference. If you’re looking for a career with purpose and want to join a team that’s shaping a brighter, more inclusive financial future for everyone, we’d love to have you join us.
Position overview:
Serves as a senior technical resource responsible for resolving the organization's most complex technology issues and improving the reliability, security, and effectiveness of technology services. Provides advanced technical support, performs root-cause analysis, develops technical documentation and standards, and drives continuous improvement initiatives that enhance system stability and service quality. Acts as the final internal escalation point for complex support issues, partnering with vendors, system owners, and technical teams to identify and implement effective solutions. Provides technical expertise for technology projects, system implementations, upgrades, and operational initiatives while contributing to the development of support processes, knowledge resources, and best practices. Through advanced troubleshooting, problem management, automation, and knowledge sharing, helps strengthen organizational technology capabilities and supports the delivery of reliable, secure, and efficient technology services.
Primary responsibilities:
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Resolves the most complex hardware, software, systems, application, and technology issues escalated from other support levels. Performs advanced troubleshooting, diagnostics, and technical analysis to identify and resolve issues affecting business operations. Serves as the final internal escalation point for issues requiring advanced technical expertise. Coordinates issue resolution efforts with vendors, service providers, and technical stakeholders as needed. Maintains ownership of complex issues through resolution, ensuring appropriate communication and documentation.
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Analyzes recurring and high-impact incidents to identify underlying causes and systemic trends. Conducts root-cause analysis and implements corrective actions designed to reduce repeat incidents and improve system reliability. Recommends and implements sustainable solutions that improve technology performance and user experience. Monitors support trends and identifies opportunities for proactive improvement.
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Serves as the primary technical liaison for escalated issues involving third-party vendors and service providers. Coordinates troubleshooting, testing, and resolution activities with external partners. Evaluates vendor recommendations and technical solutions to ensure alignment with organizational needs and standards. Supports system maintenance, upgrades, and issue remediation efforts in partnership with system owners and technical teams.
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Develops, maintains and continuously improves standard operating procedures, troubleshooting guides, technical standards, and support documentation. Authors and maintains knowledge base articles within the organization's knowledge management system to support consistent and efficient issue resolution. Documents complex issues, root causes, resolutions, workarounds, and best practices to improve organizational knowledge and operational effectiveness. Identifies gaps in existing documentation and implements improvements that enhance support quality, consistency, and efficiency. Ensures documentation remains accurate, current, and aligned with the technology environment and support processes.
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Provides technical expertise and support for technology projects, upgrades, system implementations, migrations, and deployments. Participates in planning, testing, implementation, and post-deployment support activities. Identifies operational impacts, support requirements, risks, and dependencies associated with technology changes.
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Administers advanced system permissions, privileged access, and role-based security controls in accordance with established policies and procedures. Supports audit, compliance, and risk management activities by providing technical expertise and documentation. Assists with the implementation and maintenance of technology controls that protect systems, data, and technology assets.
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Identifies opportunities to automate repetitive tasks and improve operational efficiency. Develops scripts, tools, workflows, and process improvements that reduce manual effort and improve service delivery. Recommends enhancements to support processes, technologies, and practices that improve reliability and effectiveness.
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Serves as a subject matter expert for complex technologies, systems, and support processes. Provides technical guidance and knowledge sharing to team members. Contributes to the development of organizational technical knowledge through documentation, collaboration, and problem-solving.
Must-haves:
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Associate degree in Information Technology, Computer Science or related field. An equivalent combination of experience and education will be considered in lieu of a degree.
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Minimum of five years of experience in a technical support or related IT role, with demonstrated experience in problem management, project-level technical work, advanced troubleshooting, and resolving complex technical issues across multiple technologies and platforms.
- Expert-level understanding of computer hardware, operating systems, business applications, and networking. Ability to diagnose and resolve issues that span multiple systems and coordinate effectively with system owners and stakeholders. Advanced analytical and diagnostic ability with a demonstrated record of identifying root causes and implementing permanent solutions to complex, recurring technical problems.
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Ability to represent as a technical lead on cross-functional projects, contributing to planning, build, testing, and rollback, including risk planning.
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Ability to author clear technical standards, procedures, and knowledge base content that other staff can reliably follow.
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Strong customer service orientation with the ability to communicate complex technical matters clearly to both technical and non-technical audiences.
- Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships. Ability to establish credibility and rapport, partner collaboratively, and work successfully with members and employees at all levels of the organization.
- Strong written, verbal communication and interpersonal skills. Ability to apply solid judgment, initiative, and tact in communications with members and coworkers.
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Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence. Ability to maintain high levels of confidentiality.
- Strong organization, planning and prioritization skills. Successful at balancing responsibilities to ensure completion by deadlines.
- Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software applications.
- Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.
- Regular on-site presence is required to support responsibilities that cannot be performed remotely, including hardware installation and replacement, workstation deployment, equipment troubleshooting, conference room and branch technology support, physical inventory management, hands-on testing, and direct support of technology-related projects or operational activities.
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Must be available to work on-site daily Monday through Friday, 8 a.m. to 5 p.m.
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May occasionally need to lift and carry up to 50lbs of computer and peripheral equipment.
Nice-to-haves:
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Relevant technical certifications (e.g., CompTIA, Microsoft, networking, or security certifications) are strongly preferred.
- Experience in a financial institution or related industry is preferred.
We offer a competitive benefits package designed to support your well-being and professional growth. Visit our Benefits page to learn more.
Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected.
