IT Service Desk Specialist — Tier 1–2 Support & Security

Addition Financial Credit Union; Tallahassee (FL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

401k plan

Medical/Dental/Vision

Tuition assistance

Paid time off

Parental leave

Holidays off

Member benefits

Job summary

Addition Financial Credit Union is seeking a Service Desk Technician to provide Tier 1–2 support, triage incidents, and escalate issues while ensuring SLA adherence. The role covers devices, software, and access across branches, with emphasis on security and user-focused service.

You will assist with onboarding/offboarding, asset tracking, and support for Microsoft 365, Active Directory, and other enterprise tools, while contributing to knowledge base improvements and IT projects.

Qualifications

• 2+ years of IT service desk experience.
• Proficient in Windows, macOS, Microsoft 365 and enterprise apps.
• Experience with ITSM tools (ServiceNow, Jira, ServiceDesk Plus) and remote support tools.
• Proficient in command-line and GUI network diagnostic tools (CLI, SolarWinds, Wireshark).
• Ability to work in a fast-paced environment and communicate clearly.

Responsibilities

• Respond to incidents and service requests by phone, email, chat, and ITSM platform; triage and resolve within SLA, escalate as needed.
• Diagnose and resolve hardware, OS, application, and network issues on desktops, laptops, mobile devices, and printers; coordinate repairs to minimize downtime.
• Provide on-site support at branches/offices for equipment and A/V systems as needed.
• Coordinate onboarding/offboarding, including account provisioning, MFA, VPN access, device configuration, and deprovisioning.
• Maintain hardware, software, and license inventory; track assignments and renewals; assist procurement and deployment.
• Identify and remediate vulnerabilities by applying patches and configuration changes per security policy.
• Create and maintain knowledge base and SOPs to reduce tickets and share knowledge.
• Participate in IT projects, track milestones, and provide after-hours/on-call support as needed.

Skills

Windows OS

macOS

Microsoft 365

Active Directory

Entra ID

Group Policy

Exchange Online

Intune

ITSM tooling

Remote support tools

Network diagnostics

CLI

Education

High School Diploma or equivalent

Tools

ServiceNow

Jira

ServiceDesk Plus

TeamViewer

AnyDesk

Quick Assist

SolarWinds

Wireshark

Job description

Addition Financial Credit Union is seeking a Service Desk Technician to provide Tier 1–2 support, triage incidents, and escalate issues while ensuring SLA adherence. The role covers devices, software, and access across branches, with emphasis on security and user-focused service.

You will assist with onboarding/offboarding, asset tracking, and support for Microsoft 365, Active Directory, and other enterprise tools, while contributing to knowledge base improvements and IT projects.