IT Support Specialist

USF Federal Credit Union Job Opportunity

When joining USF Federal Credit Union, you can expect to work for a company that:

• Strives to be the most influential partner in our Members' financial journey.
• Has been recognized with awards such as the Sterling Governor's Award for Excellence and League of Southern Credit Unions & Affiliates Credit Union of the Year.
• Has a culture of engagement, growth, process improvement and community volunteerism.
• Received the Top Places to Work award for 2024 & 2025 in Financial Industries.

What's in it for you:

• Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts
• 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
• Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
• 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance
• Employee Assistance Program
• Undergraduate and Graduate Tuition Reimbursement
• In-depth New Employee Orientation showcasing Credit Union Values and Vision
• A Think Big culture dedicated to performance excellence and continual growth

Position Summary:

Provide 1st level hardware, software and networking technical support to employees, remote branches and third-party vendors while tracking all work via the help desk ticketing system. Responsible for utilizing established troubleshooting techniques to diagnose and resolve user requests. This position requires participation in the weekly on-call support rotations and will be required to work outside of scheduled hours to respond to technology issues.

Essential Functions & Additional 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.
• Assists 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(s) 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. Performs user setup/configuration on network and within specific applications as part of onboarding. Performs user revocation tasks as part of user termination process. Modify user privileges in alignment with the user privilege program. Assists 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.
• Ensures the security of Credit Union member data and account information.
• Performs other job-related duties as needed and assigned.

Education & Experience:

• Bachelor's degree in information technology or equivalent experience
• A+, Network+, Security+, MCP/MCSA preferred.
• Previous experience in IT Help Desk Support a plus.
• 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.

Other 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 interest 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.

Reports to: IT Support Manager

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 minimum 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.