Department: Information Technology

Reports To: Director of Information Technology / Information Security Officer

FLSA Status: Non-Exempt

Position Summary

The IT Support Specialist is responsible for providing exceptional technical support to credit union employees across all locations. This role serves as the primary point of contact for end-user technology issues, supporting desktops, laptops, mobile devices, printers, Microsoft 365, phone systems, and business applications. The IT Support Specialist ensures that employees have reliable access to technology resources while maintaining security, regulatory compliance, and excellent member service.

This position works closely with the IT team to troubleshoot issues, implement technology solutions, maintain documentation, and support the credit union's cybersecurity and operational initiatives.

Key Responsibilities

End User Support

• Serve as the first point of contact for employee technical support requests.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Provide remote and on-site support for all branch and administrative locations.
• Manage and track support tickets to ensure timely resolution and effective communication.
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint.
• Configure and support mobile devices, including smartphones, tablets, and Microsoft Authenticator.

Workstation and Device Management

• Deploy, configure, and maintain desktop computers, laptops, printers, scanners, and peripheral devices.
• Perform workstation imaging, software installation, upgrades, and replacements.
• Manage inventory of IT hardware and software assets.
• Coordinate equipment lifecycle replacements and equipment disposal according to policy.
• Ensure endpoint security tools are functioning properly.

Account Administration

• Create, modify, and disable user accounts in Active Directory and Microsoft 365.
• Manage user permissions, distribution groups, and shared mailbox access.
• Assist with employee onboarding and offboarding activities.
• Support password resets, multi-factor authentication (MFA), and account recovery requests.

Branch and Operational Technology Support

• Support branch technology, including teller workstations, scanners, printers, and related devices.
• Assist with connectivity and operational issues affecting branch operations.
• Coordinate with vendors for issue resolution and service requests.
• Support telecommunications and VoIP systems as needed.

Cybersecurity and Compliance

• Follow IT security policies, procedures, and regulatory requirements.
• Identify and report suspicious system activity and potential security incidents.
• Assist with vulnerability remediation, software patching, and security updates.
• Support security awareness initiatives and user training.
• Help maintain compliance with NCUA, FFIEC, GLBA, and internal security standards.

Documentation and Process Improvement

• Document support procedures, troubleshooting steps, and system configurations.
• Maintain accurate asset inventories and support records.
• Identify recurring issues and recommend process improvements.
• Participate in technology projects, system upgrades, and deployments.

Team Collaboration

• Work collaboratively with other IT staff and business units.
• Participate in disaster recovery and business continuity activities.
• Provide technology training and guidance to employees.
• Perform other duties as assigned.

Qualifications

Required

• Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
• 2-4 years of IT support or help desk experience.
• Experience supporting Microsoft Windows operating systems.
• Experience with Microsoft 365 administration and support.
• Knowledge of Active Directory, networking fundamentals, and computer hardware.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.
• Valid driver's license and ability to travel between branch locations.

Preferred

• Experience supporting financial institutions or other regulated industries.
• Experience with Microsoft Intune, Azure AD, and endpoint management.
• Familiarity with Fortinet networking equipment.
• Knowledge of cybersecurity best practices.
• CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience with ticketing and asset management systems.

Knowledge, Skills & Abilities

• Strong customer service orientation and professionalism.
• Ability to communicate technical concepts to non-technical users.
• Ability to prioritize multiple requests and work independently.
• Strong attention to detail and documentation skills.
• Ability to maintain confidentiality and handle sensitive information.
• Willingness to learn new technologies and adapt to changing business needs.
• Strong time management and organizational skills.

Physical Requirements

• Ability to lift and transport equipment weighing up to 50 pounds.
• Ability to crawl, bend, reach, and work under desks or in communication closets.
• Ability to travel between branch locations as needed.
• Ability to sit, stand, and use a computer for extended periods.