IT Support Desk Technician II

About the Role

The IT Support Desk Technician II’s primary focus will be supporting and resolving technical-related support requests. Support is expected to be provided using various methods including email, remote access tools, internal tickets, phone calls, various electronic messaging platforms, and in-person. The IT Support Technician II is expected to be well-versed in multiple facets of IT technology stacks. Additionally, excellent interpersonal, communication, and customer service skills are expected.

Responsibilities

• Work IT support requests
• Provision, deprovision, deploy, troubleshoot, configure, and patch end-user technology platforms including desktops, laptops, mobile devices, thin-clients, and peripherals
• Manage cloud and on-prem network infrastructure including deployment for firewalls, routers, SSLVPN, switches, and wireless access points
• Support cloud telephony platforms
• Manage Microsoft 365 cloud technology stacks, including Microsoft Office, Endpoint Manager, OneDrive, and Teams
• Assist with management of inventory of IT-owned assets (reporting and barcoding)
• Support in testing and deployment of new applications and systems
• Train and guide staff on hardware and software usage
• Assist with disaster recovery efforts, including testing, training, and documentation
• Investigate complex problems, identify root causes, test, implement, and document solutions
• Maintain current and accurate standard operating procedures
• Maintain confidentiality regarding the information being processed, stored, or accessed by end-users on the network
• Send out company-wide notifications of IT-related maintenance when requested by management

Requirements

• At least one year of professional IT experience
• Ability to perform necessary IT-troubleshooting steps
• Willingness to travel to branches and datacenters when necessary
• Participation in rotating on-call phone coverage including Saturdays
• Completion of approved technical development training courses
• Completion of security awareness and required credit union training courses
• Occasional extended hours for IT maintenance or project-related work
• Strong oral and written communication skills
• Detail-oriented with strong organizational and planning skills
• Ability to manage multiple tasks in a fast-paced environment
• Friendly, prompt, professional, and accurate service to all members and associates
• Dependable record of attendance and timeliness
• Ability to learn the Credit Union’s products and services
• Willingness to follow best practices

Qualifications

• An IT-related degree is preferred but not required

Skills

• Basic network and remote access connectivity (e.g., TCP/IP, DNS, LAN, WAN, VPN)
• Experience with RingCentral, Instant Issue Debit Card Printing, Azure Virtual Desktop, Windows operating systems, Microsoft M365 apps, ManageEngine apps (e.g., ServiceDesk+, Desktop Central, ADManager+), Fortinet (e.g., FortiGate, FortiSwitch, FortiAP, FortiNAC, FortiClient, FortiAuthenticator), and Jack Henry & Associates (e.g., Symitar, Synergy, ImageCenter)

Physical/Mental Requirements

The physical demands include regularly standing, sitting, using hands, reaching with hands and arms, and talking or hearing. Ability to move and/or lift 50 pounds. Vision requirements include close vision and the ability to adjust focus. Mental demands include detailed work, reasoning, math, language, written and verbal communications, and managing multiple concurrent tasks.