User Technology Specialist

Gulf Winds Credit Union•Pensacola, FL

1d•$26 - $32•Onsite

About The Position

The User Technology Specialist is the first point of contact for remediating user technical issues and minimizing downtime. The role provides tier-one hardware, software, and application support; monitors the team ticket queue; and completes assigned work using support tools and established procedures, processes, and standards. The specialist maintains readiness and responsiveness to support users and business units promptly, while performing daily tasks securely and in compliance with requirements. The position also fulfills approved enhancement requests, develops processes and end-user documentation, maintains applicable CMDB inventory assignments, and supports incident management. It coordinates with internal support teams and external vendors as needed. The role is based in Gulf Winds’ Pensacola, Florida office, primarily in an office setting, and requires consistent in-office presence. The normal schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with an alternating on-call shift from 7:00 a.m. to 4:00 p.m. Occasional after-hours work or travel may be required.

Requirements

One to three years of similar or related experience.
Education or equivalent preparation through one of the following: a two-year college degree, specialized certification or licensing, specialized vendor training courses, or job-specific skills acquired through an apprenticeship program.
Superior customer support understanding, including timely and insightful follow-up.
Knowledge of user hardware, Active Directory, O365 Email Service, MS Teams, virtualization technologies, desktop imaging, Intune MDM, mobile device support, networking, telecommunications, scripting, and workflow.
Ability to discuss technical issues effectively with technical professionals and non-technical users.
Strong analytical and problem-solving skills.
Ability to read, write, comprehend, and speak English clearly.
Must adhere to safety rules and regulations.
Must work in-office in the Pensacola, Florida market and maintain consistent office presence.
Normally expected to work Monday through Friday, 8:00 a.m. to 5:00 p.m., and an alternating on-call shift from 7:00 a.m. to 4:00 p.m.; nights, weekends, or occasional after-hours work may be required.

Nice To Haves

Knowledge of credit union operations and technology stack.
Previous financial institution and desktop technology experience.

Responsibilities

Remediate technical issues submitted to the team and monitor the ticket queue to ensure timely responses and adherence to SLAs. Issues may include password resets, application errors, failed hardware, lost connectivity, audio-video functionality, and system performance degradation.
Fulfill approved enhancement requests in accordance with established SLAs and procedures, including user moves/adds/changes, PC imaging, hardware deployment, software installation, audio-video setup, and remote-hands support.
Write and develop processes, end-user guides, and other documentation to support operational objectives and team needs; maintain applicable CMDB inventory assignments.
Maintain expertise in customer service, applications, and desktop systems support.
Support incident management as needed by helping ensure timely initial responses, notifications, and escalations; coordinate resolution efforts with internal support teams and external vendors.
Meet department standards for response, troubleshooting, resolution, and assistance with hardware and software issues, and document issues to support future solutions and prevent recurrence.
Provide management with information about key operating issues and relay relevant team input.
Coordinate with internal partners and vendors to remediate issues and complete enhancements, maintaining appropriate relationships with vendors and suppliers.
Communicate impactful changes to appropriate parties and ensure modifications are tested before production; work with training as needed to prepare users.
Maintain adequate communication with appropriate parties.
Perform other job-related duties as assigned.