Senior Tech Specialist

Gulf Winds Credit Union•Pensacola, FL

12d•$77,500 - $87,000•Onsite

About The Position

Service Beyond Banking - At Gulf Winds, we are forward-thinking and team-oriented. We recognize and reward service that exceeds our members’ expectations and, most importantly, have fun while working hard and impacting our community. We’re looking for driven professionals who are passionate about service, fueled by purpose, and guided by core values of Integrity, Care, Growth, and Innovation. Our Values Integrity We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility. Care We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else. Growth We set ambitious goals, provide personal development opportunities, and encourage results. Innovation We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today. We Invest in Our People We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include 11.5 paid federal holidays, PTO starting at 18 days for new hires, 16 hours of paid volunteer time, competitively priced medical insurance, and dental and vision coverage with 100% of individual premiums paid by Gulf Winds. Team members also receive employer-paid life insurance, short-term disability coverage, a 401(k) with company match, an employer-funded pension plan, flexible spending accounts, tuition reimbursement, and wellness programs. Working at Gulf Winds Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We are forward-thinking and team oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect: Open and transparent communication with your leaders Consistent coaching and opportunities to improve performance. Collaborative and team-focused environments Short and long-term professional development Opportunity to participate in cross-functional projects. With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Requirements

Five years of similar or related experience.
Knowledge of Credit Union operations and technology stack.
Extensive knowledge of Microsoft Intune.
Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Ability to discuss technical issues effectively with other technical professionals as well as non-technical users.
Demonstrated strong analytical and problem-solving skills.
Ability to read, write, comprehend, and speak English clearly.
This job requires routinely using standard equipment such as computers, printers, and phones.
It requires actively participating in conference calls and in-person meetings with other Credit Union team members and vendors.

Nice To Haves

Previous financial institution and desktop technology experience preferred.

Responsibilities

Remediates technical issues submitted to the team and monitors the team ticket queue to ensure a timely response and adherence to established SLA’s. Technical issues include but are not limited to password resets, application errors, failed hardware, lost connectivity, audio-video functionality, and system performance degradation.
Fulfills approved enhancement requests in accordance with established SLA’s and procedures. Enhancement requests include but are not limited to user moves/adds/changes, PC imaging, hardware deployment, software installation, audio video setup, and “remote hands” support.
Writes and develops processes, end-user guides, and other documentation to support operational objectives and meet team needs. Maintains applicable CMDB inventory assignments.
Maintains expertise in the areas of customer service, applications, and desktop systems support.
Supports the Incident Management process as needed to help ensure initial response, notifications, and escalations are timely. Coordinates the resolution effort with internal support teams and external vendors as needed.
Provide hands-on learning, mentorship, and guidance to junior team members. Documents workflows, dataflows, and break/fix resolutions.
Performs other duties as assigned.