IT Support Desk Technician II

JOB DESCRIPTION

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.

SCOPE OF DUTIES AND RESPONSIBILITIES

• Work IT support requests
• Provision, deprovision, deploy, troubleshoot, configure, and patch, end-user technology platforms including desktops, laptops, mobile devices, thin-clients, and perpherals.
• Cloud and on-prem network infrastructure including deployment for firewalls, routers, SSLVPN, switches, and wireless access points
• Cloud telephony platforms
• 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 hardware and software usage
• Assist with disaster recovery efforts, including testing, training, and documentation
• Assit with investigating complex problems and 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 the end-users on the network
• Send out company-wide notifications of IT-related maintenance when requested by management

JOB REQUIREMENTS

• Job experience: At least one year of professional IT experience
• Education: An IT-related degree is preferred but not required
• Must be able to perform necessary IT-troubleshooting steps
• Must be willing to travel to MCCU’s branches and datacenters when necessary
• Must participate in rotating on-call phone coverage including Saturdays
• Must complete approved technical development training courses
• Must complete security awareness and required credit union training courses
• On occasion, may be asked to stay extended hours for IT maintenance or project-related work
• Strong oral and written communication skills
• Detail-oriented
• Strong organizational and planning skills
• Ability to manage multiple tasks in a fast-paced environment
• Provides friendly, prompt, professional and accurate service and support to all members and associates
• Maintains a dependable record of attendance and timeliness
• Ability to learn the Credit Union’s products and services
• Must be willing to follow best practices

PREFERRED EXPERIENCE

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

PHYSICAL/MENTAL REQUIREMENTS

The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the job duties, the employee is regularly required to stand, sit, use hands, reach with hands and arms, and talk or hear.
• Ability to move and/or lift 50 pounds.
• The vision requirements include close vision and the ability to adjust focus.
• The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.