Senior IT Support Specialist

Educational Federal Credit Union•Miami, FL

4d•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.
Mentor Service Desk technicians.
Contribute to documentation, process improvement, and IT projects.
Ensure all support activities comply with credit union security policies and regulatory requirements.
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.
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.

Nice To Haves

Mentoring Service Desk technicians.
Contributing to documentation, process improvement, and IT projects.
Participating in IT projects and initiatives as assigned, including system rollouts, migrations, and upgrades, which includes after-hours and weekends.

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.