Frontline IT Support Technician - Help Desk & User Support

We Florida Financial; Florida; On-site; USD 42,000 - 56,000; Full time

Job summary

We Florida Financial is seeking an IT Support Technician in Pembroke Pines, FL to provide frontline technical support for Credit Union employees. You will handle password resets, account access, printer troubleshooting, and PC/DNA user support, while documenting actions and escalating complex issues to the IT team.

The role requires strong customer service, ability to manage multiple tickets, and adherence to security policies.

Qualifications

• Experience in help desk, desktop support, or technical customer service.
• Password resets, account unlocks, and MFA support experience preferred.
• Experience with printer troubleshooting and basic workstation support is preferred.

Responsibilities

• Serve as first point of contact for employee technology questions via phone, ticket, email, remote session, or in person.
• Reset passwords, unlock accounts, assist with multifactor authentication, and resolve access issues after verification.
• Provide PC/DNA user support, login assistance, and basic troubleshooting with escalation when needed.
• Troubleshoot local and network printer issues including connectivity, queues, drivers, and document scanning.
• Diagnose routine workstation, Windows, Microsoft 365, and connectivity issues; document resolutions.
• Create, update, and close support tickets with clear symptoms and actions taken; follow up as needed.
• Escalate unresolved or high-impact issues to IT teams and inform users of status.
• Assist with new-hire setup including user accounts, workstation, printers, and approved apps.
• Maintain basic support documentation and user instructions for common problems.
• Adhere to information-security, access-control, change-management, and confidentiality requirements.
• Travel to local offices and work outside standard hours when required.
• Participate in team meetings and support special projects.

Skills

Help desk

Password resets

Printer support

Windows 365

Education

High school diploma

Associate degree or IT coursework

Tools

PC/DNA system

Job description

We Florida Financial is seeking an IT Support Technician in Pembroke Pines, FL to provide frontline technical support for Credit Union employees. You will handle password resets, account access, printer troubleshooting, and PC/DNA user support, while documenting actions and escalating complex issues to the IT team.

The role requires strong customer service, ability to manage multiple tickets, and adherence to security policies.