Job description

Overview UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful Summary This role provides expert level technical support for end-users, and guidance to the Desktop Support Team. Expert level troubleshooting for hardware and software issues, and maintaining computer systems' overall performance and stability. The role will manage the device lifecycle for hardware, and take proactive measures to ensure devices are up-to-date. This role requires excellent problem-solving skills, a strong knowledge of desktop operating systems and hardware troubleshooting, and the ability to support users in a fast-paced, collaborative environment. Responsibilities • Subject-matter expert providing technical support to end-users, including troubleshooting hardware and software issues. Identifies recurring issues and patterns and works on permanent solutions. • Provide training and mentorship to Level I and Level II Desktop Support Admins, other business units and vendors. • Act as an Escalation point for tickets and chronic issues. Works as a liaison between Desktop Support and Network Services, and other IT Areas. • Install, configure, and maintain desktop systems, laptops, printers, and other related hardware. Monitors device lifecycles and coordinates upgrades. • Support and maintain Windows and Mac operating systems and office productivity software (Microsoft 365 suite, etc.). • Manage user accounts, permissions, and passwords using Active Directory or equivalent. • Manage the monthly patch deployment cycle and application updates for all workstation endpoints, ensuring adherence to strict security standards. Creates custom packages for deployment and performs emergency deployments as needed. • Maintain inventory of hardware and software assets, including managing software licenses and ensuring compliance through the ITAM system. • Document troubleshooting steps and solutions and create user guides for recurring issues. • Remediate workstation vulnerabilities. • Provide training and support for new team members, ensuring they have the necessary tools and resources for their roles. • Respond to service desk tickets, ensuring timely resolution within established SLAs. • Interact with Team Members daily via phone queue, ticketing system, Teams, and email. • Travel to local and remote branch offices to provide IT support. • Primary point of contact for vendor relationships for all Desktop Support purchasing needs. • Has advanced knowledge and skillset in current technology and industry standards. Recommends new tools and technologies to IT Leadership, and drives proof-of-concept initiatives. • Ensures full compliance with UNIFY Financial Credit Union Service Standards, policies, procedures, and the Bank Secrecy Act. • Performs other duties as assigned Qualifications • Minimum of 5 years in desktop support, IT helpdesk, or a similar role. • Proficiency with Windows, Mac and IOS operating systems. • Experience with Active Directory and other user management systems. • Familiarity with remote support tools • Expert understanding of computer hardware and peripherals. • Experience with endpoint management tools and software deployment systems (e.g., SCCM, Intune, NinjaOne) and vulnerability remediation • Advanced to expert level troubleshooting and problem-solving skills. • Ability to work well in a fast-paced, team-oriented environment. • Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical users. • Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent are a plus. • Must have reliable transportation, a valid driver’s license and the ability to travel to all markets where UNIFY has a branch, OPS Center and/or Data Center • Experience with network troubleshooting (TCP/IP, DNS, DHCP, etc.). • Knowledge of cloud-based applications and systems. • Knowledge of security best practices and tools to protect desktop systems. See the UNIFY Difference! At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves. Competitive Compensation and Excellent Benefits Package* Includes: Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance Dependent and Medical Care - Flexible Spending Accounts Vacation, Sick, Personal and Holiday Pay 401(K) Plan with employer match Education reimbursement for approved programs UNIFY banking privileges for you and your family • All programs subject to review and change An offer of employment is conditioned upon complying with UNIFY's requirements including, but not limited to, signing a consent to conduct a background investigation. UNIFY is proud to be a drug-free, EOE including disability/vets. For more information on UNIFY, visit us at www.unifyfcu.com #IND123

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