IT Support Specialist II

We’re Texans Credit Union. We are a $2.4 billion financial institution making our members’ financial dreams come true for 70 years. We are member-owned and operated in the Dallas metro area and are looking for people to join our team who love a challenge and enjoy helping others to truly make a difference!

We are seeking experience with Microsoft 365 Implementation. Hands-on experience in implementing and managing modern workplace technologies. This role goes beyond day-to-day administration and focuses on the design, deployment, and optimization of Microsoft 365 services, including, but not limited to: Autopilot, Intune, Teams, and Exchange Online. The ideal candidate will also have experience with Active Directory to Microsoft 365 migrations where design, configuration, and updating of policies will be required.

This position also involves serving as a technical contact for break-fix tasks, maintenance of computers and related operating systems and equipment to support Texans Staff members and processes.

In this position, the employee documents all requests submitted by phone, email, or delegation by management in our ticketing system. Tier II specialists are responsible for gathering the Staff Member’s information and determining the customer’s issue by analyzing the symptoms and identifying the underlying problem.

Additional job responsibilities include the day-to-day administration of the Credit Union's core applications. These applications include but are not limited to MS365 administration, Active Directory, Microsoft Exchange, KACE, Card Wizard, Card Wiz, TruStage, NuSource, and Jack Henry’s Symitar Quest.

Major Duties and Functions

• Design and implement Microsoft Autopilot and Intune for device provisioning and lifecycle management.
• Develop and enforce device configuration and control using 365 policies and Intune.
• Lead or support Active Directory to Microsoft 365 migration initiatives.
• Administer and optimize Microsoft Teams and Exchange Online.
• Support all office technology and equipment by troubleshooting, installing applications, maintaining, and configuring workstations.
• Maintain a high level of customer service and meet service level agreements.
• Provide Tier 2/3 support for escalated Microsoft 365 issues.
• Support video/IP conferencing and audio/visual systems.
• Maintain documentation for configurations, procedures, and best practices.
• Respond to incoming Service Desk inquiries promptly, politely and professionally.
• Quickly prioritize and respond to all Staff Member calls and emails, identifying problems and providing expedient technical assistance and solutions; monitoring and communicating on progress until resolution.
• Escalate issues to and follow up Subject Matter Experts (SMEs) and supervisors based on established procedures to ensure resolution of issues.
• Suggest improvements or upgrades to benefit Staff Members.
• Promote a positive work environment and team performance.
• Work non-standard hours and shifts as needed.
• Continually build knowledge and share expertise with others.

Positions Directly Supervised:

None

Specific knowledge, skills, and abilities required for this position:

• Windows Desktop OS
• Internet Explorer
• MS Office 365
• DNS / DHCP issues
• Crowdstrike
• Ring Central / CXOne
• Active Directory
• Exchange (On-prem and 365)
• 3–5 years of experience in Microsoft 365 administration with a focus on implementation and deployment.
• Proven experience implementing: Windows Autopilot, Microsoft Intune, Access, configuration, and update policies.
• Experience with Active Directory to Microsoft 365 migrations.
• Exchange and Microsoft Teams administration.
• Familiarity with PowerShell scripting for automation and configuration.
• Demonstrated passion for excellence and delivering solutions to meet Staff Member needs.
• Ability to involve internal and external resources to lead Staff Members through goals/resolutions.
• Ability to prioritize and execute tasks in a high-volume environment.
• Ability to work flexible schedules including weekends.
• Exceptional customer service orientation and interpersonal skills.
• Experience working in a team-oriented, collaborative environment.
• Strong troubleshooting, problem-solving, and analytical abilities.
• Commitment to process adherence and improvement.
• Well organized with attention to detail and ability to multi-task.
• Experience or knowledge of IT in financial institutions.

Education: Associate's Degree or equivalent with a minimum of 4 to 5 years IT Help Desk / IT Call Center Support experience. Certifications such as A , MCP, MS-900, MD-102, and SC-300 are highly desired.

Experience: Minimum of four (4) years in a technical role providing remote support in a service desk environment. Experience with implementation and administration of MS365 is required.