IT Support Technician

• Serve as the first point of contact for employee technology questions and incidents submitted by phone, ticket, email, remote session, or in person.
• Reset passwords, unlock accounts, assist with multifactor authentication, and resolve routine access issues after completing required identity-verification procedures.
• Provide PC/DNA user support, including login assistance, navigation questions, basic troubleshooting, and escalation of application or transaction-related issues.
• Troubleshoot local and network printer issues, including connectivity, print queues, drivers, toner, paper jams, scanning, and multifunction-device operation.
• Diagnose and resolve routine workstation, laptop, peripheral, Windows, Microsoft 365, network-connectivity, and approved business-application issues.
• Create, update, and close support tickets with clear descriptions of reported symptoms, troubleshooting steps, resolution, and follow-up actions.
• Escalate unresolved, recurring, security-related, or high-impact issues to the appropriate IT team member or vendor and communicate status to affected users.
• Assist with new-hire and transfer setup, including user accounts, workstation preparation, printers, approved applications, and basic technology orientation.
• Maintain basic support documentation and user instructions for common password, printer, PC/DNA, and workstation issues.
• Follow Credit Union information-security, access-control, change-management, and confidentiality requirements when providing support.
• Travel to local office locations and work outside standard business hours when required to address operational support needs.
• Perform other duties as assigned.

Additional Responsibilities

• Promote awareness and understanding of technology’s value across the Credit Union.
• Represent and promote We Florida Financial positively when interacting with members, employee groups, and prospective SEGs.
• Maintain a professional presence in community and industry-related activities.
• Participate in team and committee meetings as requested by senior leadership.
• Support special projects and initiatives as required.
• Maintain accountability and reliability on all assigned tasks.

• Help desk and customer-service practices, including effective incident triage, troubleshooting, documentation, and escalation.
• User account support, password resets, account unlocks, multifactor authentication, access controls, and identity-verification procedures.
• Printer and multifunction-device troubleshooting, including connectivity, drivers, print queues, scanning, supplies, and basic hardware issues.
• PC/DNA or comparable core financial-system user support; direct PC/DNA experience is preferred.
• Windows workstations, Microsoft 365 applications, common peripherals, and basic wired and wireless connectivity.
• Credit Union policies related to information security, privacy, access management, and member information.

Skills:

• Vision: Ability to complete documentation and perform computer-related tasks.
• Speech/Hearing: Ability to communicate effectively with staff, members, and vendors.
• Manual Dexterity: Ability to complete computer tasks and perform physical equipment installation.
• Physical Mobility: Ability to lift equipment and work in varied environments as required.

Ability to:

• Follow complex written and verbal instructions and technical procedures.
• Communicate clearly and professionally with individuals of varying technical knowledge.
• Manage and prioritize multiple simultaneous tickets and support tasks.
• Maintain a calm, patient, and service-oriented demeanor.
• Collaborate effectively with staff, management, and the IT team.
• Deliver timely and creative solutions to technical problems that impact operations and member service.
• Work independently and as part of a team., * High school diploma or equivalent required; an associate degree or technical coursework in information technology is preferred.
• One year of experience in help desk, desktop support, technical customer service, or a comparable user-support role preferred.
• Experience performing password resets, account unlocks, printer troubleshooting, and basic workstation support is preferred.
• Experience supporting PC/DNA or another core financial-services platform is preferred; training may be provided.
• CompTIA A+ or an equivalent entry-level IT certification is preferred.
• Ongoing job-related training and professional development are expected.