Job Description
Job Description
Summary: The IT Support Specialist provides responsive, technical support to employees and assists with the administration, security, maintenance, and support of Sun Federal Credit Union's technology environment. The position serves as a primary point of contact for technology support requests and supports end-user computing, Microsoft 365, identity and access management, business applications, network-connected devices, and technology used throughout Credit Union locations. The IT Support Specialist troubleshoots hardware and software issues, provisions and maintains technology assets, documents procedures and solutions, supports cybersecurity controls, and escalates complex or recurring issues as appropriate. The position is expected to provide extraordinary service to internal members while continually developing the technical knowledge necessary to resolve increasingly complex issues. This position advances Sun Federal Credit Union's mission of "People Caring About People" by delivering responsive internal support, maintaining secure and reliable technology, protecting confidential information, and improving processes that enable exceptional member service.
Essential Duties & Responsibilities: The employee must effectively carry out the following essential duties and responsibilities in a manner that consistently demonstrates Sun Federal's mission, values, and culture. Other duties may be assigned.
* Helpdesk & Internal Member Support
* Serve as a primary triage resource for employee technology support requests and coordinate Helpdesk coverage with other agents during business hours.
* Monitor, prioritize, and respond to Helpdesk tickets in accordance with established service-level expectations and Sun Federal service standards.
* Assess ticket urgency and business impact and ensure the appropriate priority, status, group, category, type, and other required ticket information are maintained.
* Troubleshoot hardware, software, connectivity, authentication, printing, application, and other technology issues using available procedures, technical resources, research tools, and approved artificial intelligence resources.
* Resolve issues within the scope of the position and escalate issues requiring additional expertise according to established escalation procedures.
* Maintain clear and accurate ticket documentation, including troubleshooting performed, actions taken, priority changes, escalation information, vendor case numbers, and final resolution.
* Provide effective warm handoffs when escalating issues by confirming ownership and communicating the assisting resource and next steps to the internal member.
* Communicate expected resolution timeframes and provide appropriate status updates for unresolved issues, including periodic updates for matters awaiting a third party.
* Confirm successful resolution when practical, address related concerns, and ensure tickets contain a conclusion note and are properly categorized before closure.
* Identify recurring issues and recommend opportunities for permanent resolution, process improvement, user education, or additional documentation.
* Provide hardware, software, and end-user support for ATMs, ITMs, and other Credit Union technology.
* Endpoint & Device Management
* Configure and deploy computers and other endpoint devices according to established configuration, administration, and security-hardening standards.
* Install, troubleshoot, maintain, and update approved software and applications using available management and remote-deployment tools.
* Support Microsoft Windows, Microsoft 365 applications and services, Microsoft Teams and other collaboration tools, and approved business applications.
* Support computers, phones, mobile devices, headsets, printers, scanners, signature devices, audiovisual and video-conferencing equipment, and related peripherals.
* Assist with deployment and verification of operating-system, security, and third-party application updates.
* Verify that required endpoint-security software and controls are installed and operating as expected; report and escalate exceptions.
* Diagnose hardware failures and coordinate repair, replacement, warranty service, and preventive maintenance when necessary.
* Coordinate equipment installations and technology changes with appropriate employees to minimize disruptions to Credit Union operations and member service.
* Identity & Access Management
* Create, modify, disable, and periodically review user accounts and system access according to approved requests and procedures.
* Support employee onboarding, transfers, and terminations from a technology-access and equipment perspective.
* Grant access to technology resources based on approved business need and the principle of least privilege.
* Troubleshoot authentication, password,
Job Description
Summary: The IT Support Specialist provides responsive, technical support to employees and assists with the administration, security, maintenance, and support of Sun Federal Credit Union's technology environment. The position serves as a primary point of contact for technology support requests and supports end-user computing, Microsoft 365, identity and access management, business applications, network-connected devices, and technology used throughout Credit Union locations. The IT Support Specialist troubleshoots hardware and software issues, provisions and maintains technology assets, documents procedures and solutions, supports cybersecurity controls, and escalates complex or recurring issues as appropriate. The position is expected to provide extraordinary service to internal members while continually developing the technical knowledge necessary to resolve increasingly complex issues. This position advances Sun Federal Credit Union's mission of "People Caring About People" by delivering responsive internal support, maintaining secure and reliable technology, protecting confidential information, and improving processes that enable exceptional member service.
Essential Duties & Responsibilities: The employee must effectively carry out the following essential duties and responsibilities in a manner that consistently demonstrates Sun Federal's mission, values, and culture. Other duties may be assigned.
* Helpdesk & Internal Member Support
* Serve as a primary triage resource for employee technology support requests and coordinate Helpdesk coverage with other agents during business hours.
* Monitor, prioritize, and respond to Helpdesk tickets in accordance with established service-level expectations and Sun Federal service standards.
* Assess ticket urgency and business impact and ensure the appropriate priority, status, group, category, type, and other required ticket information are maintained.
* Troubleshoot hardware, software, connectivity, authentication, printing, application, and other technology issues using available procedures, technical resources, research tools, and approved artificial intelligence resources.
* Resolve issues within the scope of the position and escalate issues requiring additional expertise according to established escalation procedures.
* Maintain clear and accurate ticket documentation, including troubleshooting performed, actions taken, priority changes, escalation information, vendor case numbers, and final resolution.
* Provide effective warm handoffs when escalating issues by confirming ownership and communicating the assisting resource and next steps to the internal member.
* Communicate expected resolution timeframes and provide appropriate status updates for unresolved issues, including periodic updates for matters awaiting a third party.
* Confirm successful resolution when practical, address related concerns, and ensure tickets contain a conclusion note and are properly categorized before closure.
* Identify recurring issues and recommend opportunities for permanent resolution, process improvement, user education, or additional documentation.
* Provide hardware, software, and end-user support for ATMs, ITMs, and other Credit Union technology.
* Endpoint & Device Management
* Configure and deploy computers and other endpoint devices according to established configuration, administration, and security-hardening standards.
* Install, troubleshoot, maintain, and update approved software and applications using available management and remote-deployment tools.
* Support Microsoft Windows, Microsoft 365 applications and services, Microsoft Teams and other collaboration tools, and approved business applications.
* Support computers, phones, mobile devices, headsets, printers, scanners, signature devices, audiovisual and video-conferencing equipment, and related peripherals.
* Assist with deployment and verification of operating-system, security, and third-party application updates.
* Verify that required endpoint-security software and controls are installed and operating as expected; report and escalate exceptions.
* Diagnose hardware failures and coordinate repair, replacement, warranty service, and preventive maintenance when necessary.
* Coordinate equipment installations and technology changes with appropriate employees to minimize disruptions to Credit Union operations and member service.
* Identity & Access Management
* Create, modify, disable, and periodically review user accounts and system access according to approved requests and procedures.
* Support employee onboarding, transfers, and terminations from a technology-access and equipment perspective.
* Grant access to technology resources based on approved business need and the principle of least privilege.
* Troubleshoot authentication, password,
IT Support Specialist in maumee at Unknown Company
This position is listed as full time and able to be worked remotely.