Senior IT Support Specialist

Serve as the senior technical resource on the IT Service Desk, providing advanced (Tier II and Tier III) support for end-user computing, Microsoft 365 services, and network connectivity. Assist with desktop administration, endpoint management, and workstation imaging. Troubleshoot and resolve complex issues independently or with minimal supervision. Mentor Service Desk technicians and contribute to documentation, process improvement, and IT projects. Ensure all support activities comply with credit union security policies and regulatory requirements., * Provide advanced troubleshooting for Windows PCs, printers, peripherals, VPN, and internet connectivity issues. \n

• Support and troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint for end users. \n

• Administer user accounts, group memberships, and permissions in Active Directory and Microsoft Entra ID. \n

• Support endpoint management using Microsoft Intune, including device enrollment, application deployment, compliance policies, and troubleshooting. \n

• Deploy computer images, applications, and updates to workstations. \n

• Assist in the administration of network devices, VLANs, and configurations as needed in coordination with the Infrastructure team. \n

• Create, maintain, and update Service Desk documentation, knowledge base articles, and standard operating procedures. \n

• Mentor and provide guidance to Service Desk technicians. \n

• Participate in IT projects and initiatives as assigned, including system rollouts, migrations, and upgrades, which includes after-hours and weekends. \n

• Monitor and respond to Service Desk tickets in accordance with established SLAs and prioritization guidelines. \n

• Support multi-site and remote users, including branch locations. \n

• Follow change management procedures and maintain proper documentation for all system changes. \n

• Perform other duties as assigned. \n

• Associate’s degree in a computer-related field, or equivalent combination of education and experience or equivalent combination., * Proficiency with Windows 10/11 operating systems, including installation, configuration, and troubleshooting. \n

• Working knowledge of Microsoft 365 administration, including user account management, license assignment, and service troubleshooting. \n

• Experience with Active Directory and Microsoft Entra ID for user and group management. \n

• Familiarity with endpoint management tools such as Microsoft Intune or similar MDM/MAM platforms. \n

• Understanding of basic networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting. \n

• Experience with remote support tools and IT service management (ITSM) ticketing systems. \n

• Strong analytical and problem-solving skills with the ability to perform root cause analysis. \n

• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users., * Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.