IT Help Desk Technician II

Provides advanced technical support for MIT Federal Credit Union’s computing environment, ensuring the security, availability, and performance of all systems and infrastructure. Serves as a Tier 2 escalation point, diagnosing and resolving complex hardware, software, network, and cloud-based issues while delivering a high standard of customer service to members and employees. Combines technical expertise with an understanding of credit union operations to minimize downtime, maintain compliance, and continuously improve IT service delivery.

Responsibilities

• Diagnose and resolve complex hardware, software, network, and cloud-based issues as a Tier 2 escalation point.
• Maintain security, availability, and performance of all systems and infrastructure.
• Deliver high-quality customer service to credit union members and employees.
• Apply knowledge of credit union operations to minimize downtime and ensure compliance.
• Continuously improve IT service delivery processes.

Requirements

• High school diploma or equivalent.
• Minimum of five years of progressively responsible computer user support experience.
• Working knowledge of common software applications, operating systems, and IT support processes.
• Demonstrated experience troubleshooting and maintaining PCs in a Windows environment.
• Ability to kneel and physically maneuver under desks to install or repair equipment.
• Periodic on-call availability and overtime work.
• Ability to lift up to 50 lbs.

Qualifications

• Preferred: Microsoft certification (e.g., Microsoft 365 Certified, Azure Fundamentals).
• Preferred: CompTIA A+, Network+, or Security+.
• Preferred: Experience in a financial institution or regulated environment.
• Preferred: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field.