IT Specialist

Position Purpose

The IT Specialist is a multi-disciplined, front-line technologist who delivers Tier I and selected Tier II solutions for MDT employees and credit-union clients across endpoints, identity, SaaS applications, network services, and peripherals. IT Specialists focus on first-call resolutions to reduce escalations and support both incidents and major-incident swarming. The role creates and maintains runbooks/operations guides and knowledge articles to ensure a consistent end-user experience. In addition, IT Specialists provide employee technical support and MDT asset management (provisioning, inventory, and lifecycle).

Duties & Responsibilities

• Administer and secure all corporate endpoints, peripherals, and mobile devices.
• Manage user, group, and computer objects in Active Directory; enforce access controls.
• Evaluate, assess, and deploy new hardware/software; recommend technology standards.
• Monitor health system and deliver clear status/compliance reports.
• Track inventory of IT equipment, software licenses, and warranties.
• Support core security services (email filtering, MFA, VPN, web filtering) and hosted apps.
• Perform Tier I troubleshoot of LAN/WAN infrastructure (switches, routers, firewalls).
• Provide Tier I/II support to internal and external users.
• Deliver on-site support as needed to resolve hardware, connectivity, or other incidents.
• Document fixes and share knowledge as needed.
• Maintain positive vendor and customer relationships.
• Represent the company professionally in contacts with clients, vendors, and trade professionals.
• Ensure requests, questions, and problems are courteously and professionally resolved.
• Ensure the company’s professional reputation is maintained both internally and externally.
• Works well with co-workers.
• Keep management well informed of activities and any significant problems.
• Complete required reports, records, and other documentation.
• Attend and participate in meetings and committees as required.
• Abides by all company policies and procedures, including upholding all security standards.
• Ensures the work area is clean, secure, and well maintained.
• Completes additional duties as assigned.

Education & Experience Requirements

• High school graduate or equivalent.
• PREFERRED CERTIFICATIONS: CompTIA A+, Network+, or Security+; ITIL 4 Foundation.
• ASSOCIATES DEGREE IN IT OR RELATED FIELD, OR EQUIVALENT COMBINATION OF EDUCATION AND EXPERIENCE.
• Additional related training in IT applications and systems and financial institution operations.
• MINIMUM 1 YEAR OF EXPERIENCE IN RELATED POSITIONS.
• HANDS-ON EXPERIENCE IN IT TECHNICAL SUPPORT OR SYSTEMS ADMINISTRATION.

Required Knowledge

• Understanding of IT applications and products.
• Windows OS installation, configuration, patching, and performance tuning (desktops, laptops, VMs).
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN) and LAN/WAN/WLAN support—Cisco & Fortinet experience preferred.
• Scripting/automation using PowerShell, Bash, Python, Intune, MCM, or Ansible.
• Familiarity with SQL databases and cloud platforms (Microsoft 365/Azure, AWS, or GCP).
• Peripheral setup and troubleshooting (printers, scanners).
• Security controls: MFA, EDR, automated patching, and compliance best practices.
• Strong technical documentation, knowledge sharing, and customer service communication skills.
• Proven ability to prioritize, stay calm under pressure, and meet tight deadlines in a fast-paced environment.