User Technology Specialist

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Full Time Pensacola, FL, US

Salary Range: $25.50 To $32.00 Hourly

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.

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.

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:

• 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.
• Fulfills approved enhancement requests in accordance with established SLA’s and procedures. Enhancement requests include but is not limited to user moves/adds/changes, PC imaging, hardware deployment, software installation, audio video setup, and “remote hands” support.
• Writes and develops processes, end-user guides, and…