IT Specialist

At CU*SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies - from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry.

Joining CU*SOUTH isn't merely about finding a job-it's about discovering a purpose. Here, you'll have the opportunity to evolve professionally and personally, backed by a supportive team that is unafraid to be progressive. Working for a CUSO, especially one as dedicated as CU*SOUTH, offers a unique chance to serve. With us, you're not just contributing to our growth; you're actively playing a role in elevating the credit union community, impacting countless members and institutions alike. Become a part of our team, where service and growth go hand in hand, and craft a fulfilling career that truly makes a difference.

PURPOSE

We are seeking a motivated IT Specialist to support and maintain our organization's technology infrastructure while assisting in the management of our MSP client environments. This role is responsible for providing technical assistance to end users, troubleshooting hardware and software issues, and assisting with basic network and security tasks. The ideal candidate is eager to learn, detail-oriented, and has a strong interest in building a career in IT.

ESSENTIAL JOB FUNCTIONS

1. Provide first-level technical support for desktops, laptops, and printers
2. Troubleshoot hardware, software, and basic network connectivity issues
3. Install, configure, and maintain operating systems and standard business applications
4. Manage user accounts and permissions in Active Directory and Microsoft 365
5. Assist with onboarding/offboarding employees and MSP clients
6. Monitor and respond to help desk tickets in a timely manner
7. Document issues, resolutions, and IT procedures
8. Support basic networking tasks
9. Assist with maintaining IT security practices
10. Escalate complex issues to senior IT staff when necessary

SERVICE LEVEL AGREEMENT

1. Internal

a. Uphold CU*SOUTH Code of Conduct and PRAISE Core Values

b. Provide same-day response to all internal inquiries received by noon that day, provide next day response to all others, establishing priority to urgency on all requests

c. Provide internal support to all CUSO Development lines of business accordingly, to advocate and encourage internal collaboration

2. External

a. Uphold CU*SOUTH Code of Conduct and PRAISE Core Values

JOB QUALIFICATIONS

1. Basic understanding of computer hardware, software, and networking concepts
2. Familiarity with Windows operating systems
3. Strong troubleshooting and problem-solving skills
4. Good communication skills and customer service mindset
5. Ability to prioritize tasks and manage time effectively

PREFERRED QUALIFICATIONS

1. Associate's degree in IT or equivalent hands-on experience in IT support, help desk, customer service, or technical environments
2. Entry-level certifications such as CompTIA A+, Network+, or Azure Fundamentals
3. Experience with ticketing systems or IT support tools
4. Familiarity with networking equipment, including installation, configuration, troubleshooting, and ongoing support of switches, firewalls, wireless access points, and related infrastructure
5. Basic understanding of cybersecurity principles such as phishing awareness, password security, multi-factor authentication (MFA), malware prevention, and software patch management

WHAT SUCCESS LOOKS LIKE

1. Resolves common IT issues quickly and effectively
2. Provides excellent customer service to end users
3. Learn new technologies and tools rapidly
4. Contributes to improving IT documentation and processes

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*SOUTH operates in a professional office building setting as well as remote sites. There may be an opportunity to go hybrid or remote. Some job assignments at CU*SOUTH are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*SOUTH is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Notice: This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be.

CU*SOUTH will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*SOUTH in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*SOUTH, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*SOUTH is willing to accommodate disabilities to the extent a credit union service organization can without impacting financial control or client service. CU*SOUTH is an Equal Opportunity Employer.