Technology Operations Specialist III

Metro Credit Union’s employees rely on dependable technology to serve members, solve problems, and keep daily operations moving. The Technology Operations Specialist III plays a key role in making that happen. This is a senior-level technical support position for someone who can troubleshoot complex issues, support business-critical systems, and help make technology easier, faster, and more reliable for teams across Metro.

Team members regularly rely on you as a senior technical resource and mentor for complex issues.

You’ll be a trusted escalation point for advanced technology issues, partnering closely with the Technology team to diagnose and resolve complex issues from start to finish. In this role, you’ll also help mentor junior technicians by modeling strong troubleshooting practices, sound judgment, clear documentation, and consistent service follow-through. Your work will support reliable systems, stronger operational practices, and continuous improvement across the Technology team, directly impacting employee productivity, operational continuity, and the member experience.

• Provide advanced support for hardware, software, systems, networks, applications, and access-related issues.

• Research root causes, resolve technical problems, and communicate updates clearly to employees, customers, and internal partners.

• Support the help desk team by modeling strong troubleshooting practices, documentation habits, and service follow-through.

• Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and SLA‑related documentation.

• Support and maintain enterprise infrastructure, including servers, virtualization platforms, identity services, endpoint management, backups, networking, and cloud technologies.

• Test vendor software releases, upgrades, patches, and modifications to support smooth implementation and business continuity.

• Participate in technology projects, including system deployments, hardware and software upgrades, testing, validation, rollout support, and automation opportunities.

• Participate in on‑call rotations and provide after‑hours support as needed.

• Take ownership of incidents from initial diagnosis through resolution, ensuring root causes are identified, and long‑term improvements are implemented.

You are known as a reliable escalation partner who brings structure, urgency, and good judgment to complex issues. Ticket aging and follow‑through are consistently supported. Documentation is clearer and easier for others to use. You have contributed to technology rollouts, improvements, or automation efforts that reduce friction for employees and strengthen service levels across Metro.

You enjoy solving technical problems that do not always have obvious answers. You like being hands‑on, but you also care about process, documentation, and helping others get better. You communicate well with both technical and non‑technical users, and you take pride in making technology feel easier for the people who depend on it.

Metro values practical, responsible use of technology. In this role, you may have opportunities to use AI‑enabled tools to support documentation, troubleshooting efficiency, knowledge‑sharing, research, and process improvement, while following Metro’s data security, privacy, and technology‑use expectations.

• High school diploma or equivalent.

• Minimum five years of enterprise IT support experience.

• Experience troubleshooting operating systems, cloud‑based software, hardware, software, networks, systems, and applications.

• Advanced knowledge of computer hardware, software,…