Sr Systems Support Specialist

Provide senior-level help desk and systems technical support for issues affecting end users across the business. Serve as an escalation point for complex incidents, perform root-cause analysis to reduce recurring issues, and partner with Enterprise Infrastructure and leadership to improve support processes, documentation, and service delivery. Lead and support endpoint lifecycle activities (imaging, deployment, maintenance, upgrades, and inventory) and administer core productivity and identity platforms while following cybersecurity and compliance requirements. Mentor and provide technical guidance to junior help desk support staff; share standards, troubleshooting approaches, and documentation practices, To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. Travel to other locations may be required. *

• Maintain the Credit Union’s policies regarding Standards of Conduct and Confidentiality.
• Provide tier 1-2 support for Credit Union applications, systems, networks, and technical processes; serve as an escalation point for complex end-user issues.
• Diagnosing, troubleshoot, and resolve endpoint applications, Office365, credential onboarding/offboarding, network connectivity, printing, and level one core banking issues; perform root-cause analysis and implement preventive fixes where appropriate.
• Track, manage, and document support requests in the Help Desk application, including time tracking, resolution notes, administered asset inventory, and knowledgebase updates.
• Partner with IT leadership to evaluate support trends and recommend/implement service improvements, automation, and standardization to reduce repeat incidents.
• Provision, modify, and decommission user accounts and access permissions using procedures and least-privilege practices, including workstation deployment and decommissioning.
• Administer and support Entra ID, Office365, and other end-user applications, including user provisioning, groups, licensing, and access troubleshooting.
• Enroll, manage, and troubleshoot devices in the MDM platform (e.g., Intune), including compliance policies and configuration profiles for Sophos, Datto RMM, Auvik, etc…
• Create, maintain, and deploy computer system images and provisioning methods (e.g., Autopilot and Manage Eninge) to support standardized builds.
• Provision, track, and maintain asset inventory for computers, printers, and related equipment; support hardware and software procurement, tracking, and lifecycle management.
• Follow cybersecurity guidelines and work with Cyber Security Engineer to assist with endpoint protection, patching coordination, and security best practices.
• Perform daily/periodic application & user audits of assigned systems and implement required changes; document evidence as required. Administration for backup and recovery systems; assist with testing and recovery verification.
• Provide level 1-2 support for switch and wireless issues (e.g., troubleshooting locked-out ports) and coordinate escalations as needed.
• Train users on proper software use and security best practices; develop and maintain end-user documentation as needed.
• Assist with new software evaluation, pilot testing, endpoint standardization, and implementation projects, including documentation and change communications.
• Support all Credit Union locations, including travel to other locations as needed or upon request.
• Maintain a positive, helpful attitude with end users and communicate clearly on status, expectations, and next steps.
• Provide support for outside standard business hours as needed, including weekends and alternative schedules (early mornings and late evenings).
• Perform other duties as required to support daily operations of the Credit Union Information Technology Department, as directed by the VP of Technology.

Do you have experience in Wireless networking?, Do you have a Associate’s degree?, + A.A. (Associate) degree in a related field or equivalent combination of education or directly related experience required.

• Four to six years of progressively responsible experience in end-user support, endpoint administration, PC and network troubleshooting required.
• Strong working knowledge of Office365, Windows 11, Windows Server OS, Active Directory/Entra ID, Group Policy, MS Autopilot, and endpoint management (e.g., Intune/MDM), plus core networking concepts (DNS, DHCP, TCP/IP, VLANs, Wi-Fi).
• Demonstrated ability to troubleshoot complex issues using logs and diagnostic tools, perform root-cause analysis, document solutions, and coordinate escalations with vendors.
• Experience with SharePoint, Sophos (or similar endpoint security), backup/recovery platforms (e.g., Datto), Genesys Cloud, Cisco/Meraki, ManageEngine, and/or AWS is a plus.

OTHER SKILLS AND ABILITIES

Requires thorough knowledge of Credit Union products and services. Must be able to operate basic office equipment and be PC literate with Windows applications. Must have a thorough knowledge of the Credit Union electronic data processing system. Must have the ability to utilize other job-related software programs.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers or staff.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables., While performing the duties of this job the employee is regularly required to remain in a stationary position up to 75% of the time. You must communicate with employees and vendors in order to convey information about their network project and you must be able to exchange accurate information with them. You will constantly operate computer equipment using a keyboard, 10 touch keypads and other like office equipment to accurately calculate figures and input data. You will often reach on top of high cabinets for items; sometimes position yourself to get under desks and cabinets; and constantly communicate effectively and efficiently with employees and vendors. The employee is often required to traverse across the office. The employee is frequently required to climb or balance. The employee must often move up to 25 pounds and sometimes move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.