Description

POSITION PURPOSE

The IT Support Technician II delivers comprehensive technical support, troubleshooting hardware and software issues while maintaining the credit union's IT infrastructure. This role provides end-user assistance through multiple channels, including helpdesk, phone, and on-site support. Key responsibilities include device configuration, system deployment, core banking application support, and IT audit compliance. The position requires strong problem-solving skills, ownership of issues through resolution, and effective collaboration with team members to implement technical solutions.

Essential Functions And Basic Duties

SERVICE:

Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture.Support, Educate, Respect, Value, Innovate, Communicate, Empower . Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.

RESPONSIBILITIES:

Assumes responsibility for tier II help desk support.
Act as the escalation point for IT Support Technician tier I.
Answers help desk questions via phone, e-mail or in person and performs analysis and troubleshoots to resolve problems.
Manage requests to ensure that the help desk queue is current, and all tickets are assigned to the appropriate technicians.
Maintains sufficient working knowledge of end user software and hardware to assist with problem resolution.
Utilizes and updates internal knowledge base of documentation regarding credit union hardware/software installation/maintenance/troubleshooting as it relates to Help Desk inquiries.
Responsible for coordinating with other resources within the Credit Union to resolve Help Desk requests.
Keeps users informed of the status of requests and notifies all involved parties when tickets are opened and closed.
Assumes responsibility of primarily IT related issues by establishing and maintaining professional business relations with end users and outside vendors.
Assumes responsibility for Window O/S imaging solution.
Responsible for development and maintenance of Window images based on JHFCU inventory of PC’s and laptops.
Assumes responsibility for supporting the core banking application.
Monitoring and controlling the daily, weekly, monthly, quarterly, and yearly operations relating to our core banking application.
Provides technical support for both hardware and software issues that may arise.
Provides documentation and technical specifications to IT staff relating to the core application.
Responsible for ensuring the integrity of the database by monitoring the posting reports for accuracy and maintaining various processing logs. Postings include, but are not limited to Visa, checks, loan transfers, statements, insurance, and dividends.
Performs system backups and consistently verify that backups (both onsite and remote) have been completed.
Responsible for annual processing jobs (escrow analysis, dormant accounts, HMDA, & annual rate change). This includes working with other areas to create, verify, modify, and submit the results.
Responsible for IT Procurement/Decommissioning.
Receives procurement requests from end users and IT staff, obtains quotes, and coordinates response with appropriate IT staff.
Responsible for proper disposal of IT assets in compliance with the Credit Union’s Information Security Standards and Procedures .
Performs basic audits as specified by the IT Audit Program. Areas to cover include active directory user audits, active directory computer audits, software compliance audits, and network audits.
Assists CIO with asset vulnerability management.

OTHER DUTIES:

Remains compliant with applicable statutes and regulations, including but not limited to the BSA, Gramm-Leach-Bliley Act, SAFE Act and USA Patriot Act.
Responsible for any additional duties and/or responsibilities as assigned.
This position is responsible for sensitive information beyond what is available to others in the organization including but not limited to employee activity, general investigations, and law enforcement action. As such, anyone in these roles is held to a higher standard of confidentiality.
Evenings or weekend work may be required as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/certification and experience :

Associate’s degree in relevant field
Minimum of five years progressive help desk experience and/or an equivalent combination of education and experience.
Microsoft and/or CompTIA (Net+, Security+, etc.) certifications are required.
Strong problem-solving skills and the ability to think creatively to find a new solution and make recommendations to improve process efficiency and effectiveness of workflows.
Exhibits exceptional interpersonal skills, with the ability to build and maintain positive relationships with co-workers, and management.

This position is eligible for a hybrid work schedule. The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships.

Johns Hopkins Federal Credit Union

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IT Support Technician II