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Technical Support Technician
AmeriCU Credit Union
IT, Customer Service
Georgetown, PA, USA · Rome, NY, USA
USD 24.63-30.78 / hour
Posted on Oct 16, 2025
Technical Support Technician
Location: 231 Hill Road, Rome, NY 13441
Pay Rate: $24.63/hour to $30.78/hour, actual rates will depend on experience.
Who Are We?
AmeriCU is a not-for-profit credit union based in Rome, NY with assets in excess of $2.7 Billion and serving a membership base of over 170,000 members across Central New York, the United States, and beyond. For 75 years we have been committed to our members, our employees, and our communities. In 2025, we were once again recognized as one of the Best Companies to Work for in New York State and recognized by American Banker as one of the best credit unions in the United States to work for, ranking 38th nationwide!
The Position:
AmeriCU Credit Union is in search of a Technical Support Technician who aligns directly with our mission to provide our members with the right financial services to live life, dream big, and achieve financial success, and our vision to be the most admired organization in every community we serve. As, Technical Support Technician you will act as a central point of contact for all staff regarding questions or problems pertaining to the services delivered from the Member Technology Services Division. Review, analyze, and evaluate information technology systems operations and maintain knowledge of commonly used concepts, practices, and procedures.
What You’ll Do:
As a Technical Support Technician your primary responsibilities will include:
- Serve as first point of contact with customers to respond to telephone and electronic requests for support as part of the Support Desk; typical issues include password resets, application functionality questions, basic user training, role based access, equipment troubleshooting and processing and/or completing access requests.
- Provide exemplary customer service while ensuring the on-going maintenance and development of positive customer relationships with team members and end- users.
- Escalate tickets as necessary while maintaining overall issue ownership.
- Responsible for multiple applications user account creation, deletion and modification. Escalate any task to the 2nd level with administrative credentials to complete the request as necessary.
- Enter, monitor and update support desk tickets in the Tracking system to track progress and resolution of customer issues. Ensure that issues are correctly documented in the support desk ticketing system application.
- Contact vendors directly with performance or outage issues and provide feedback to the vendors during the investigative phase. Relay information back to the appropriate department and document in the Tracking system.
Come grow with us!
Whether you are just starting out or have been working in your field already, we offer opportunities for growth and advancement. It is our goal to hire employees who will provide exceptional service to our members and who value giving back and supporting the communities we serve. In addition, we offer the following benefits:
Competitive rates on our Medical, Dental and Vision plans
Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU’s High Deductible Health plans
Paid Holidays
Paid Time off – Vacation, Personal or Sick and Birthday
Employee Appreciation Events
401(k) Matching after 1 year of employment
Employee Assistance Program
Tuition Reimbursement for Full-time employees after 1 year of employment
Life Insurance & Accidental Death & Dismemberment Insurance, free to all Full-time employees
Enhanced Short Term Disability – at no cost to you!