Senior Tech Specialist in Pensacola, Florida at Gulf Winds Credit Union

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 are forward-thinking and team oriented. 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.

Role:

The Senior Technology Specialist is responsible as 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 adhering to established procedures, processes, and standards. Maintains a high level of readiness and responsiveness ensuring users and business units are supported in a timely fashion. Performs daily tasks in a secure and compliant manner. Provides technical and professional mentorship to junior team members and drives positive change within the organization.

Essential Functions & Responsibilities:

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

25% Fulfills approved enhancement requests in accordance with established SLA’s 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.

10% Writes and develops processes, end-user guides, and other documentation to support operational objectives and meet team needs. Maintains applicable CMDB inventory assignments.

10% Maintains expertise in the areas of customer service, applications, and desktop systems support.

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.

5% Provide hands-on learning, mentorship, and guidance to junior team members. Documents workflows, dataflows, and break/fix resolutions.

5% Performs other duties as assigned.

Performance Measurements:

1. Meets department standards for response to team member requests for assistance with hardware, software, or other issues. Actively listen to team members to understand their business needs.

2. Meets department standards for resolution, troubleshooting, and assisting when hardware or software issues occur. Properly documents issues on appropriate report to ensure future solutions / avoid future issues.

3. Interviews team members to gather information useful in providing recommendations and solutions to a technical problem.

4. Receives team member calls to provide step-by-step guidelines for the solution of a technical issue.

5. Coordinates with internal partners and vendors as needed to remediate issues and complete enhancements. Maintains appropriate relationships with outside vendors and suppliers.

6. 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.

7. Maintains an up-to-date knowledge of company products and services.

8. Produces periodic reports of weekly/monthly ticket assignments.

9. Ensures adequate communication is maintained to all appropriate parties.

10. Trains junior staff by providing invaluable practical experience for professional growth and development, building relevant skills and knowledge directly applicable to their role.

Knowledge and Skills:

Experience Five years of similar or related experience. Knowledge of Credit Union operations and technology stack. Previous financial institution and desktop technology experience preferred. Extensive knowledge of Microsoft Intune.

Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (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 Ability to discuss technical issues effectively with other technical professionals as well as 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 This job requires routinely using standard equipment such as computers, printers, and phones. It requires actively participating in conference calls and in-person meetings with other Credit Union team members and vendors.

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.

The normal expected work schedule is Monday through Friday, 8:30a.m. to 5:00p.m. Occasional after-hours 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.