Position Summary: The IT Support Technician provides frontline technical support to Credit Union employees, with primary responsibility for password resets and account-access assistance, printer troubleshooting, and PC/DNA user support. This role responds to help desk requests, resolves routine hardware and software issues, documents work performed, and escalates more complex incidents to the appropriate IT team member to help maintain reliable and secure daily operations.

Essential Functions

Serve as the first point of contact for employee technology questions and incidents submitted by phone, ticket, email, remote session, or in person.
Reset passwords, unlock accounts, assist with multifactor authentication, and resolve routine access issues after completing required identity-verification procedures.
Provide PC/DNA user support, including login assistance, navigation questions, basic troubleshooting, and escalation of application or transaction-related issues.
Troubleshoot local and network printer issues, including connectivity, print queues, drivers, toner, paper jams, scanning, and multifunction-device operation.
Diagnose and resolve routine workstation, laptop, peripheral, Windows, Microsoft 365, network-connectivity, and approved business-application issues.
Create, update, and close support tickets with clear descriptions of reported symptoms, troubleshooting steps, resolution, and follow-up actions.
Escalate unresolved, recurring, security-related, or high-impact issues to the appropriate IT team member or vendor and communicate status to affected users.
Assist with new-hire and transfer setup, including user accounts, workstation preparation, printers, approved applications, and basic technology orientation.
Maintain basic support documentation and user instructions for common password, printer, PC/DNA, and workstation issues.
Follow Credit Union information-security, access-control, change-management, and confidentiality requirements when providing support.
Travel to local office locations and work outside standard business hours when required to address operational support needs.
Perform other duties as assigned.

Additional Responsibilities

Promote awareness and understanding of technology’s value across the Credit Union.
Represent and promote We Florida Financial positively when interacting with members, employee groups, and prospective SEGs.
Maintain a professional presence in community and industry-related activities.
Participate in team and committee meetings as requested by senior leadership.
Support special projects and initiatives as required.
Maintain accountability and reliability on all assigned tasks.

Job Qualifications

Knowledge of:

Help desk and customer-service practices, including effective incident triage, troubleshooting, documentation, and escalation.
User account support, password resets, account unlocks, multifactor authentication, access controls, and identity-verification procedures.
Printer and multifunction-device troubleshooting, including connectivity, drivers, print queues, scanning, supplies, and basic hardware issues.
PC/DNA or comparable core financial-system user support; direct PC/DNA experience is preferred.
Windows workstations, Microsoft 365 applications, common peripherals, and basic wired and wireless connectivity.
Credit Union policies related to information security, privacy, access management, and member information.

Skills:

Vision: Ability to complete documentation and perform computer-related tasks.
Speech/Hearing: Ability to communicate effectively with staff, members, and vendors.
Manual Dexterity: Ability to complete computer tasks and perform physical equipment installation.
Physical Mobility: Ability to lift equipment and work in varied environments as required.

Ability to:

Follow complex written and verbal instructions and technical procedures.
Communicate clearly and professionally with individuals of varying technical knowledge.
Manage and prioritize multiple simultaneous tickets and support tasks.
Maintain a calm, patient, and service-oriented demeanor.
Collaborate effectively with staff, management, and the IT team.
Deliver timely and creative solutions to technical problems that impact operations and member service.
Work independently and as part of a team.

Education and Experience:

High school diploma or equivalent required; an associate degree or technical coursework in information technology is preferred.
One year of experience in help desk, desktop support, technical customer service, or a comparable user-support role preferred.
Experience performing password resets, account unlocks, printer troubleshooting, and basic workstation support is preferred.
Experience supporting PC/DNA or another core financial-services platform is preferred; training may be provided.
CompTIA A+ or an equivalent entry-level IT certification is preferred.
Ongoing job-related training and professional development are expected.

IT Support Technician

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