Senior IT Support Specialist

Educational Federal Credit Union; Miami (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Paid Birthday

Paid Holidays

Paid Sick and Personal Time

Paid Vacation

Tuition Reimbursement

401K with CU contributions

Job summary

Educational Federal Credit Union is seeking a senior IT Service Desk specialist to provide advanced Tier II/III support for end-user computing, Microsoft 365 services, and network connectivity. You will mentor technicians and contribute to documentation, processes, and IT projects, while ensuring compliance with security policies.

This role covers Windows PC troubleshooting, Active Directory and Entra ID administration, Intune device management, workstation imaging, and cross-site support,

Qualifications

• Senior IT service desk resource with experience in Tier II/III support.
• Strong troubleshooting for Windows PCs, printers, VPN, and network issues.
• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).

Responsibilities

• Perfom duties of IT Support Specialist II/III.
• Troubleshoot Windows PCs, printers, VPN, and connectivity issues.
• Administer user accounts and permissions in AD/Entra ID.
• Manage endpoint devices with Intune (enrollment, apps, policies).
• Deploy images, apps, and updates to workstations.
• Document and improve Service Desk processes and SOPs.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

Intune management

Documentation

Tools

Microsoft Intune

Microsoft Entra ID

Active Directory

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.

Job Details

Description

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