IT Support Specialist (Orlando) Job at USF Credit Union in Orlando

Overview

IT Support Specialist (Orlando) at USF Credit Union — provide 1st level hardware, software and networking technical support to employees, remote branches and third-party vendors; participate in the weekly on-call support rotations and may need to work outside of scheduled hours to respond to technology issues.

Responsibilities

• Perform on-site and remote analysis, diagnosis and resolution to complex workstation problems. Recommends and implements corrective hardware/software solutions, including off-site repair as needed. Documents all calls into the IT Help Desk Tracking System. Generate reports as requested.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware/software and computer peripherals and other network devices. Manage content updates to the credit union internal employee communication channels.
• Assist administrators with special projects, such as server patching, maintenance, or implementation.
• Prioritize incoming IT service requests and dispatch to appropriate IT workgroup or individual. Provide timely updates throughout the request lifecycle.
• Write, review, and manage IT procedures and guidelines to ensure accuracy and consistency with applicable credit union policies, standards, and practices.
• Identify and analyze trends in support issues and recommend solutions to improve service and productivity.
• Perform initial setup of computer hardware/software and systems. Perform user setup/configuration on network and within specific applications as part of onboarding. Perform user revocation tasks as part of user termination process. Modify user privileges in alignment with the user privilege program. Assist with the tracking of IT assets via tracking tool.
• Research, test, and install hardware and software additions or replacements and train users in the use of equipment, hardware/software, and systems.
• Ensure the security of Credit Union member data and account information.
• Performs other job-related duties as needed and assigned.

Reports To

IT Support Manager

Required Education And Experience

• Bachelor’s degree in information technology or equivalent experience.
• 2-4 years of IT support experience required.
• A+, Network+, Security+, MCP/MCSA preferred.
• Previous experience in IT Help Desk Support preferred.
• Administered and supported Microsoft Office 365, including user licensing management, mailbox provisioning, and troubleshooting issues related to Outlook, OneDrive, Teams, and SharePoint across multiple user environments.

Additional Skills

• Proven ability to handle multiple efforts and prioritize accordingly.
• Proficient in the MS Suite of desktop products.
• Proficient in MS Server Administration, Active Directory, and networking.
• Knowledgeable in VOIP technology.
• Excellent verbal and written communication skills. Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Strong time management and organizational skills. Ability to multi-task under pressure.
• Demonstrated interpersonal and collaboration skills, while maintaining a professional appearance and demeanor.
• Self-reliant, critical thinker, problem solver, results oriented.
• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
• Act as a change agent, who can collaborate with diverse interests and adapt to changes within working responsibilities.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Physical Requirements

Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10lbs of force occasionally to life, carry, push, pull, or move objects.

Position Type/Expected Hours Of Work

Full-Time/40 hours per week

Classification

Non-Exempt

Work Environment

Hybrid working arrangement; in-office two days a week

Other Duties

Please note this job description is not a comprehensive list of activities, duties or responsibilities that are required in this position. Duties, responsibilities and activities may change at any time with or without notice.

About Us

For 65 years, USF FCU has experienced rapid growth and is dedicated to delivering financial solutions to improve our members’ lives. Our success is thrilling, but our core values of excellence, passion, innovation, community, and collaboration mean our relationships with our members and our employees will always be our top priority! We have grown to over 73,000 members and $1.1 billion in assets, robust online and mobile banking, 9 branch locations and thousands of shared branches and fee-free ATMs nationwide.

Our vision is to be the most influential partner in each member’s financial journey.

Our mission is to deliver financial solutions to improve members’ lives.