IT Support Specialist

The IT Support Specialist provides frontline technical support for credit union staff in a primarily Windows and Microsoft 365 environment. This role assists with everyday technology needs, including desktops, laptops, printers, scanners, phones, user accounts, basic networking, remote access tools, cybersecurity tools, IT documentation, and other internal systems.

A successful candidate will be curious, resourceful, and willing to learn. This position requires someone who can follow procedures, document work clearly, ask good questions, and use sound judgment when troubleshooting. Some issues will have clear steps to follow, while others will require the ability to think through the problem, research possible causes, test solutions carefully, and escalate when appropriate.

Training will be provided on credit union systems, security expectations, procedures, and support processes.

Key Responsibilities

· Provide friendly, professional, and timely technical support to credit union staff.

· Respond to, document, prioritize, and help resolve IT support tickets.

· Troubleshoot basic computer, software, printer, scanner, phone, peripheral, and connectivity issues.

· Set up, install, replace, and deploy workstations, monitors, and other equipment, including moves, and upgrades.

· Handle user account setup, password resets, and basic permissions and Group Policy tasks in Active Directory, under guidance from senior IT staff for more complex changes.

· Install and update approved software using established IT procedures.

· Maintain accurate IT inventory, equipment records, and documentation.

· Follow credit union policies related to cybersecurity, confidentiality, member information, access control, and internal controls.

· Escalate complex, sensitive, or security-related issues to senior IT staff when needed.

· Continue learning new systems, tools, and procedures as part of the IT team.

· Assist with technology needs at other branch locations as needed.

· Perform other related duties as assigned.

· A genuine interest in computers, technology, and troubleshooting.

· A problem-solving mindset with the ability to think critically, stay calm, and work through unexpected issues.

· Willingness to research, test, ask questions, and learn from others.

· Strong communication skills and a customer service attitude toward internal staff.

· Dependability, honesty, professionalism, attention to detail, and good follow-through.

· Ability to follow procedures while also recognizing when a situation needs extra investigation or escalation.

· Ability to maintain confidentiality and follow security procedures in a financial institution environment.

· Ability to document work clearly and keep accurate records.

· Ability to work independently on assigned tasks and as part of a team.

· Ability to lift and move computer equipment as needed.

Helpful Knowledge & Experience

The following are helpful, but not required:

· Basic knowledge of Windows and Microsoft 365 applications.

· Exposure to Active Directory, user accounts, permissions, or Group Policy.

· Experience with printers, scanners, monitors, phones, or other office technology.

· Basic understanding of networking, Wi-Fi, cabling, or IP addressing.

· Customer service experience.

· CompTIA A+, Network+, Microsoft, or other entry level technology training or certifications.

Qualifications

· High school diploma or equivalent preferred.

· Prior professional IT experience is helpful, but not required.

· Must have a valid driver’s license and reliable transportation.

· High integrity and personal ethics and be willing to follow company policies and procedures.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Health savings account
• Life insurance, * 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off