IT Support Specialist I in Normal, Illinois at Illinois State Credit Union

About Us

Illinois State Credit Union (ISCU) is a member-owned financial cooperative serving roughly 18,000 members across five branches in Illinois. We exist to help our members reach their financial goals, and we believe the way we make people feel is the most powerful product we offer. Every team member plays a part in delivering that experience.

Position Summary

This full-time entry level IT position is responsible for providing first-level technical support to employees by troubleshooting hardware, software, network, and technology-related issues. This position serves as the primary point of contact for help desk requests and assists with maintaining end-user systems, equipment deployments, account administration, and technology support across the organization. The ideal candidate demonstrates strong customer service skills, technical aptitude, and a willingness to learn.

Work Environment

This position operates primarily in an office environment and requires the employee to perform their duties on-site at our Center St. location. The role provides support to employees across all credit union locations. The role will require occasional between branch facilities and participation in technology projects outside normal business hours. The position also requires a rotating on-call schedule for Saturday support.

Essential Duties and Responsibilities

• Provide first-level support for desktop, laptop, printer, mobile device, network and peripheral issues.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Install, configure, and maintain computer hardware and software.
• Assist with user account creation, modification, and termination activities.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
• Troubleshoot network connectivity, VPN, and remote access issues.
• Document technical issues, resolutions, and procedures within the ticketing system.
• Assist with workstation deployments, upgrades, and equipment replacements.
• Participate in onboarding and offboarding processes for employees.
• Maintain inventory records for technology assets.
• Follow IT security policies and assist with cybersecurity best practices.
• Escalate complex technical issues to senior IT staff when necessary.
• Assist with technology projects and system implementations as assigned.
• Perform other duties as assigned.
• Help support credit union Core functionality
• Coordination with vendors

Required Qualifications

• Basic understanding of Windows operating systems and desktop support.
• Knowledge of Microsoft 365 applications and services.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to prioritize workload and manage multiple tasks.
• Commitment to providing exceptional customer service.
• Valid driver's license to travel between branches
• High school diploma or equivalent required

Preferred Qualifications

• CompTIA A+, Network+, or similar technical certification.
• Experience with Active Directory and Microsoft Entra ID.
• Experience supporting Microsoft Teams and SharePoint.
• Familiarity with endpoint management tools such as Microsoft Intune.
• Prior customer service or technical support experience.
• Microsoft 365 and Copilot experience
• Experience with ticketing systems
• Cybersecurity awareness
• Core banking and financial institution technologies
• Associate degree, technical training, or equivalent experience preferred

Knowledge, Skills, and Abilities

• Ability to diagnose and resolve common technical issues.
• Strong attention to detail and organizational skills.
• Ability to communicate technical concepts to non-technical users.
• Ability to work independently and within a team environment.
• Willingness to learn new technologies and technical processes.
• Understanding of cybersecurity principles and data protection practices.

Physical Requirements

• Ability to sit, stand, walk, bend, and lift equipment up to 50 pounds.
• Ability to travel between branch and office locations as needed.
• Ability to work occasional after-hours maintenance of windows or technology deployments.

Other Information

• Health, Dental, Vision
• 401k
• Paid Time Off
• Holidays
• Life Insurance
• Long-Term Disability

Illinois State Credit Union is an Equal Opportunity Employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy and gender identity), sexual orientation, national origin, age, disability, genetic information, or veteran status. Accommodations may be available upon request.