POSITION PURPOSE

The IT Support Technician I is an IT role that will be responsible for the first level technical support of users, hardware and processes of the Credit Union. The IT Support Technician I will provide troubleshooting and support as well as configuration and installation of new devices using established procedures and protocols. Additional responsibilities include providing end-user support services, troubleshooting assistance, equipment imaging/deployment, infrastructure support, IT audit program support, and problem resolution. The IT Support Technician I will respond to helpdesk requests and/or visit user locations, exhibiting ownership and timely resolution of problems to ensure minimal disruption to business operations.

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.

TIER I HELP DESK SUPPORT

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 .

IT PROCUREMENT/DECOMISSIONING

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.

IT AUDIT PROGRAM

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 laws and regulations, including but not limited to BSA and the USA Patriot Act.
Ensures compliance with Credit Union standards and make recommendations as needed.
Responsible for any additional duties and/or responsibilities as assigned.

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 a related field
3+ years’ experience with progressive help desk experience
Equivalent combination of education and experience.
A CompTIA A+ certification is a plus.
Strong problem-solving skills and the ability to think creatively to find a new solution.

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

Johns Hopkins Federal Credit Union

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IT Support Technician I (72362)