Senior IT Support Specialist

EdFed; Illinois; On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Paid Birthday

Paid Holidays

Paid Sick and Personal Time

Paid Vacation

Tuition Reimbursement

401K (with matching funds) and CU"

Job summary

EdFed seeks a senior IT Service Desk specialist to deliver Tier II/III support for end-user computing, Microsoft 365 services, and network connectivity across Illinois. This role includes mentoring staff, contributing to knowledge base, and driving process improvements.

You will assist with workstation imaging, Intune endpoint management, and security-compliant changes while coordinating with Infrastructure on deployments and projects, including after-hours work.

Qualifications

• Associates degree or higher is required.
• Bachelor's degree preferred where applicable.

Responsibilities

• Lead Tier II/III IT support for end-user computing, M365, and network connectivity.
• Troubleshoot Windows PCs, printers, VPN, and internet connectivity issues at advanced level.
• Administer user accounts, groups, and permissions in Active Directory and Entra ID.
• Manage endpoint devices with Intune: enrollment, apps, compliance, troubleshooting.
• Image deployment and software updates to workstations.
• Assist Infrastructure with network devices, VLANs, and configurations.

Skills

Windows troubleshooting

VPN troubleshooting

Microsoft 365 administration

Active Directory

Entra ID administration

Intune enrollment

Workstation imaging

Education

Associates degree or higher

Bachelor's degree preferred

Tools

Microsoft Intune

Microsoft Entra ID

Job description

Job Summary:
Serve as the senior technical resource on the IT Service Desk, providing advanced (Tier II and Tier III) support for end-user computing, Microsoft 365 services, and network connectivity. Assist with desktop administration, endpoint management, and workstation imaging. Troubleshoot and resolve complex issues independently or with minimal supervision. Mentor Service Desk technicians and contribute to documentation, process improvement, and IT projects. Ensure all support activities comply with credit union security policies and regulatory requirements.

Duties include:

• Perform the duties and responsibilities of the IT Support Specialist II and III.
• Provide advanced troubleshooting for Windows PCs, printers, peripherals, VPN, and internet connectivity issues.
• Support and troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint for end users.
• Administer user accounts, group memberships, and permissions in Active Directory and Microsoft Entra ID.
• Support endpoint management using Microsoft Intune, including device enrollment, application deployment, compliance policies, and troubleshooting.
• Deploy computer images, applications, and updates to workstations.
• Assist in the administration of network devices, VLANs, and configurations as needed in coordination with the Infrastructure team.
• Create, maintain, and update Service Desk documentation, knowledge base articles, and standard operating procedures.
• Mentor and provide guidance to Service Desk technicians.
• Participate in IT projects and initiatives as assigned, including system rollouts, migrations, and upgrades, which includes after-hours and weekends.
• Monitor and respond to Service Desk tickets in accordance with established SLAs and prioritization guidelines.
• Support multi-site and remote users, including branch locations.
• Follow change management procedures and maintain proper documentation for all system changes.
• Perform other duties as assigned.

Job Type: Full-Time

The following are some benefits offered to employees of EdFed:

• Paid Birthday
• Paid Holidays
• Paid Sick and Personal Time
• Paid Vacation
• Tuition Reimbursement
• 401K (with matching funds) and CU contributions

Qualifications

Education

Required

Associates or better.

Preferred

Bachelors or better.

Equal Opportunity Employer
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