Senior Tech Specialist

Salary Range: $77,500.00 To $87,000.00 Annually

Full Time Pensacola, FL, US

4 days ago Requisition

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The Senior Technology Specialist is the first point of contact for effectively remediating user technical issues and minimizing downtime. Responsibilities include providing tier one hardware, software, and application technical support, completing assigned work using support tools, maintaining readiness and responsiveness, performing daily tasks securely and compliantly, and mentoring junior team members.

35% Remediates technical issues submitted to the team and monitors the ticket queue to ensure timely response and adherence to established SLA s.

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

10% Writes and develops processes, end‑user guides, and other documentation to support operational objectives.

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

10% Supports the Incident Management process as needed.

5% Provides hands‑on learning, mentorship, and guidance to junior team members.

5% Performs other duties as assigned.

1. Meets department standards for response to requests for assistance.

2. Meets department standards for resolution and troubleshooting of hardware or software issues.

3. Interviews team members to gather information useful for technical problem solving.

4. Receives team member calls to provide step‑by‑step guidelines.

5. Coordinates with internal partners and vendors as needed.

6. Communicates impactful changes appropriately and ensures testing before production.

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 to build relevant skills and knowledge.

Five years of similar or related experience. Knowledge of Credit Union operations and technology stack. Prior experience with large financial institutions and desktop technology preferred. Extensive knowledge of Microsoft Intune.

A two‑year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job‑specific skills acquired through an apprenticeship program.

Extensive personal contact. Motivating, influencing, and training others; fostering relationships with external entities; influencing and selling ideas or services.

Ability to discuss technical issues effectively with both technical professionals and non‑technical users. Strong analytical and problem‑solving skills. Proficient reading, writing, comprehending, and speaking English clearly. Normal working hours are 8:00 a.m. to 5:00 p.m., though nights and weekends may be required. Must adhere to safety rules and regulations.

This job requires routinely using standard equipment such as computers, printers, and phones, and participating in conference calls and in‑person meetings.

Position is based in‑office in Pensacola, FL. Normal schedule is Monday to Friday, 8:30 a.m. to 5:00 p.m.; occasional after‑hours work or travel may be required.

• 11.5 paid federal holidays
• PTO starting at 18 days for new hires
• 16 hours of paid volunteer time
• Competitive medical insurance
• Dental and vision coverage with 100% of individual premiums paid by Gulf Winds
• Employer‑paid life insurance
• Short‑term disability coverage
• 401(k) with company match
• Employer‑funded pension plan
• Flexible spending accounts
• Tuition reimbursement
• Wellness programs

This Job Description is not a complete statement of all duties and responsibilities comprising the position.