Information Support Specialist II

• Provide first and second tier technical support to end users via phone, in-person, and help desk ticketing system
• Address complex issues related to servers, networks, and systems, including user end points, physical and virtual servers, printers, phones, network equipment, and ATMs
• Complete end of day procedures
• Create, review, and update documentation as necessary, providing clear and accessible instructions for all job functions and technical insights as needed to support successful project outcomes

About the Role

The IT Support Specialist II is a key member of the Information Technology team responsible for providing Tier 1 and Tier 2 technical support across the Credit Union's technology landscape. This role supports end users, branch operations, and core systems by maintaining and troubleshooting workstations, servers, applications, and related infrastructure in both on-premises and cloud environments. The position includes user access administration, daily operational controls, documentation, and onsite support at branch locations, all performed in accordance with established security standards, internal controls, and regulatory requirements to ensure reliable and secure technology operations.

Responsibilities

• Provide Tier 1 and Tier 2 end-user technical support via phone and help desk ticketing system
• Monitor and respond to hotline calls and service requests, gather accurate and complete information, resolve incidents, and follow up to confirm restoration of service and user satisfaction
• Support and troubleshoot the Credit Union's technology environment, including end-user devices, infrastructure systems, applications, and related hardware, in accordance with established IT controls and security standards
• Provision, modify, and remove user access to systems and applications in compliance with the principle of least privilege, information security policies, and regulatory requirements
• Maintain accurate access documentation and audit trails to support internal reviews and regulatory examinations
• Perform and document daily operational control activities, including backups, ATM/ITM systems, and other automated or scheduled IT processes
• Identify, escalate, and remediate exceptions, failures, or anomalies as required
• Create and maintain technical documentation, procedures, and system records to support operational consistency, knowledge transfer, examination readiness, and assigned IT projects
• Travel to all Credit Union branch locations as required to provide onsite technical support, install or service equipment, support business operations, and assist with incident response or system issues that cannot be resolved remotely
• Perform all other duties as assigned

Qualifications

• High school diploma or equivalent required; bachelor's degree in computer science, information technology or related field, or commensurate work experience
• Minimum 5 years of experience

Skills

• Considerable experience with Microsoft 365 administration, Intune administration, Hybrid Azure Active Directory, and Group Policy
• Approaches situations with a positive and collaborative attitude, working closely within the IT team and with team members throughout the entire organization
• Demonstrates passion for and pliability in an ever-changing IT landscape to troubleshoot and find solutions in a wide variety of situations

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for gym membership (up to $25), hobby reimbursement (up to $25), and fresh local foods (up to $25 on a seasonal basis)

Pay

$28.31 - $35.38/hour

Schedule

This position is primarily onsite at our Operations Center in Rutland, Vermont. Occasional travel to various branches will be required. Candidate must be within commutable distance to the Rutland Operations Center location.