User Technology Specialist

About Gulf Winds Service Beyond Banking

• At Gulf Winds, we are forward-thinking and team-oriented. We recognize and reward service that exceeds our members’ expectations and, most importantly, have fun while working hard and impacting our community. We’re looking for driven professionals who are passionate about service, fueled by purpose, and guided by core values of Integrity, Care, Growth, and Innovation Our Values Integrity We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility. Care We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else. Growth We set ambitious goals, provide personal development opportunities, and encourage results. Innovation We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today. We Invest in Our People We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

Benefits

include 11.5 paid federal holidays, PTO starting at 18 days for new hires, 16 hours of paid volunteer time, competitively priced medical insurance, and dental and vision coverage with 100% of individual premiums paid by Gulf Winds. Team members also receive employer-paid life insurance, short-term disability coverage, a 401(k) with company match, an employer-funded pension plan, flexible spending accounts, tuition reimbursement, and wellness programs.

Working at Gulf Winds Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect: Open and transparent communication with your leaders Consistent coaching and opportunities to improve performance.

Collaborative and team-focused environments Short and long-term professional development Opportunity to participate in cross-functional projects. With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast. Job Description Role: The User Technology Specialist is the first point of contact for effectively remediating user technical issues and minimizing downtime.

Responsible for providing tier-one hardware, software, and application technical support. Responsible for completing all work as assigned using provided support tools and adhering to established procedures, processes, and standards. Maintains a high level of readiness and responsiveness, ensuring users and business units are supported promptly.

Performs daily tasks in a secure and compliant manner.

Essential Functions

& Responsibilities: E 35% Remediates technical issues submitted to the team and monitors the team ticket queue to ensure a timely response and adherence to established SLAs. Technical issues include but are not limited to password resets, application errors, failed hardware, lost connectivity, audio-video functionality, and system performance degradation.

E 25% Fulfills approved enhancement requests in accordance with established SLAs and procedures. Enhancement requests include but are not limited to user moves/adds/changes, PC imaging, hardware deployment, software installation, audio video setup, and “remote hands” support. E 15% Writes and develops processes, end-user guides, and other documentation to support operational objectives and meet team needs.

Maintains applicable CMDB inventory assignments. E 10% Maintains expertise in customer service, applications, and desktop systems support. E 10% Supports the Incident Management process as needed to help ensure initial response, notifications, and escalations are timely. Coordinates the resolution effort with internal support teams and external vendors as needed.

N 5% Performs other job related duties as assigned. Performance Measurements:

1. Meets department standards for response to team member requests for assistance with hardware, software, or other issues.
2. Meets department standards for resolution, troubleshooting, and assisting when hardware or software issues occur. Documents issues on appropriate reports to ensure future solutions / avoid future issues.
3. Provides information to management regarding key operating issues affecting the department and relays input from the team on pertinent issues.
4. Coordinates with internal partners and vendors to remediate issues and complete enhancements. Maintains appropriate relationships with outside vendors and suppliers.
5. Communicates impactful changes appropriately and ensures any modifications have been tested before they are put into production, working with training as needed to ensure users are prepared.
6. Ensures adequate communication is maintained with all appropriate parties. Knowledge and Skills: Experience One year to three years of similar or related experience. Knowledge of Credit Union operations and technology stack. Previous financial institution and desktop technology experience preferred.

Education

(1) A two-year college degree, (2) completion of a specialized certification or licensing, (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program. Interpersonal Skills Work involves extensive personal contact with others and is of a personal or sensitive nature.

Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills Superior customer support understanding, including timely and insightful follow-up.

Knowledge of User Hardware, Active Directory, O365 Email Service, MS Teams, Virtualization Technologies, Desktop Imaging, Intune MDM, Mobile Device Support, Networking, Telecommunications, Scripting, and Workflow. Ability to discuss technical issues effectively with other technical professionals and non-technical users.

Demonstrated strong analytical and problem-solving skills. Ability to read, write, comprehend, and speak English clearly. Normally expected to work between 8:00 a.m. and 5:00 p.m. but may be required to work nights and/or weekends. Must adhere to safety rules and regulations. Physical Requirements Work Environment The position is based in-office in our Pensacola, FL market, operates primarily in an office setting, and routinely uses standard office equipment such as computers, printers, and phones.

This position requires consistent presence in the office to effectively collaborate with team members and fulfill job responsibilities. It requires the ability to actively participate in conference calls and meetings with other Credit Union team members and vendors. The normal expected work schedule is Monday through Friday, 8:00a.

m. to 5:00p.m. An alternating on call shift is required from 7:00a.m. to 4:00p.m. as well. Occasional afterhours work or travel may be required to meet project deadlines or attend conferences, seminars, or client meetings. Must adhere to safety rules and regulations. This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer and Drug Free Workplace