Information Support Specialist II

Job Description

Job Description

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.

Who We're Looking For:

We are looking for an experienced IT professional with a "people helping people" mindset to join our Information Technology team in Rutland, VT. The ideal candidate will:

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

What You'll Be Doing:

• Providing first and second tier technical support to end users via phone calls and help desk ticket requests
• Addressing complex issues related to servers, networks, and systems, including but not limited to user end points, physical and virtual servers, printers, phones, network equipment, and ATMs
• Completing end of day procedures
• Creating, reviewing, and updating documentation as necessary, providing clear and accessible instructions for all job functions, and providing technical insights and documentation as needed to support successful project outcomes

Why Join Us:

• Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.
• Benefits Include:
  • 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)

Salary Range: $26.39 - $32.98/hour

Position Title: IT Support Specialist II

Department: Information Technology

Reports To: Vice President Information Technology

FLSA Status: Non-Exempt

EEO Code: Technician

Grade: 9

Position Summary:

The IT Support Specialist II is a member of the Information Systems & Technology team, tasked with providing a full range of technical support for servers, networks and systems throughout the Credit Union. This includes but is not limited to User Endpoints, Physical and Virtual Servers, Printers, Phones, Network Equipment, and ATMs. End of Day procedures and duties may be required.

Essential Functions:

• Provide first and second level technical support to end users via phone calls and help desk ticket requests; monitor and respond to helpdesk hotline phone calls and ticket requests throughout the workday. Actively gather detailed information from users to accurately diagnose issues, ensuring all relevant context and specifics are captured to facilitate effective resolution. Offer personalized support to end users, ensuring that their questions and requests are answered effectively.
• Provide remote assistance to users via remote desktop tools to troubleshoot issues without needing to be onsite. Follow up to confirm resolution and user satisfaction.
• Address complex issues related to server and software systems, including system integrations both on-premise and in the cloud. Collaborate with team members and vendors to troubleshoot and resolve advanced technical challenges.
• Provide individualized support and training as necessary to end users via the phone, or in person, to answer questions and/or resolve requests. Confirm with the end users to ensure problems have been resolved.
• Set up and make changes for employee system and software access as necessary; maintain records of access and take measures to ensure proper security levels are maintained.
• Monitor daily operations and log completions and failures as appropriate.
• Review ATM/ITM status notifying IS&T leadership of any discrepancies and tracking of service issues.
• Assist with server system support including software upgrades and troubleshooting tasks to maintain optimal performance.
• Administer the patching and vulnerability remediation for PC’s, Servers, and other network joined systems, ensuring all systems remain secure and up to date. Administer end-point security products to protect organizational data and resources from potential threats.
• Coordinate Daily tracking and administration of both onsite and offsite backup processes, including regular testing to ensure data integrity and availability.
• Create, review and update documentation as necessary, providing clear and accessible instructions for all job functions. Contribute to assigned projects by collaborating with team members, vendors, and stakeholders. Participate in meetings, assist in project planning, and ensure timely completion of tasks. Provide technical insights and documentation as needed to support successful project outcomes.
• Responsible for predictable and reliable attendance.
• Perform all other duties as assigned.

Qualifications:

• Education: High school diploma or equivalent required; bachelor’s degree in computer science, information technology or related field, or commensurate work experience.
• Experience: Minimum 5 years of IT experience in a dynamic environment required. Experience working in a credit union environment preferred.
• Skills:
  • Must have developed troubleshooting skills and learn quickly to keep up with the ever-changing Information Technology landscape.
  • Must be a self-starter with the initiative to identify other tasks which need to be completed beyond those assigned directly.
  • Must be able to work well independently and complete tasks without direct supervision, as necessary.
  • Must be able to work cooperatively as necessary with others to identify, recommend and implement opportunities for increased efficiency.
  • Must possess strong organization, communication, and business writing skills to exhibit professionalism and effectively communicate with internal and external contacts.
  • Strong understanding of Microsoft Windows Desktop and Server operating systems, Microsoft 365 products, On-Premises and Azure Active Directory and Group Policy.
  • Knowledge of basic networking concepts.

Physical Requirements:

• This position requires sitting for extended periods of time and working primarily at a workstation or desk in an office environment.
• Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone.
• Ability to lift and carry equipment (50+ pounds) and other materials as needed.

Work Environment:

• Professional banking environment.
• Travel to HFCU branches and properties may be required.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.