Senior IT Support Specialist

EdFed • Miami, FL

5d • Onsite

About The Position

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.

Requirements

• Advanced (Tier II and Tier III) support for end-user computing, Microsoft 365 services, and network connectivity.
• Desktop administration, endpoint management, and workstation imaging.
• Troubleshoot and resolve complex issues independently or with minimal supervision.
• Troubleshooting for Windows PCs, printers, peripherals, VPN, and internet connectivity issues.
• Support and troubleshooting of Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Administration of user accounts, group memberships, and permissions in Active Directory and Microsoft Entra ID.
• Support endpoint management using Microsoft Intune, including device enrollment, application deployment, compliance policies, and troubleshooting.
• Deployment of computer images, applications, and updates to workstations.
• Assistance in the administration of network devices, VLANs, and configurations.
• Creation, maintenance, and updating of Service Desk documentation, knowledge base articles, and standard operating procedures.
• Mentoring and guidance to Service Desk technicians.
• Participation in IT projects and initiatives, including system rollouts, migrations, and upgrades.
• Monitoring and responding to Service Desk tickets in accordance with established SLAs and prioritization guidelines.
• Support for multi-site and remote users, including branch locations.
• Adherence to change management procedures and maintenance of proper documentation for all system changes.

Nice To Haves

• Credit union security policies and regulatory requirements compliance.

Responsibilities

• Perform the duties and responsibilities of the IT Support Specialist II and III.
• Provide advanced troubleshooting for Windows PCs, printers, peripherals, VPN, and internet connectivity issues.
• Support and troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint for end users.
• Administer user accounts, group memberships, and permissions in Active Directory and Microsoft Entra ID.
• Support endpoint management using Microsoft Intune, including device enrollment, application deployment, compliance policies, and troubleshooting.
• Deploy computer images, applications, and updates to workstations.
• Assist in the administration of network devices, VLANs, and configurations as needed in coordination with the Infrastructure team.
• Create, maintain, and update Service Desk documentation, knowledge base articles, and standard operating procedures.
• Mentor and provide guidance to Service Desk technicians.
• Participate in IT projects and initiatives as assigned, including system rollouts, migrations, and upgrades, which includes after-hours and weekends.
• Monitor and respond to Service Desk tickets in accordance with established SLAs and prioritization guidelines.
• Support multi-site and remote users, including branch locations.
• Follow change management procedures and maintain proper documentation for all system changes.
• Perform other duties as assigned.

Benefits

• Paid Birthday
• Paid Holidays
• Paid Sick and Personal Time
• Paid Vacation
• Tuition Reimbursement
• 401K (with matching funds) and CU contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed