Information Support Specialist II

Heritage Family Credit Union • Rutland Town, VT

3d • Onsite

About The Position

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. 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. 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.

Requirements

• 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 IT experience in a dynamic environment required.
• Strong analytical and troubleshooting skills with the ability to prioritize, problem‑solve, and manage multiple tasks in a fast‑paced operational environment.
• Working knowledge of Microsoft Windows, Microsoft 365, Active Directory, Entra ID, Intune, physical and virtual servers, and secure remote access technologies.
• Understanding of basic networking concepts, including connectivity, DNS, DHCP, and device communication fundamentals.
• Self‑motivated with the ability to work independently while also collaborating effectively with others to identify issues, recommend solutions, and implement operational or process improvements.
• Candidate must be within commutable distance to the Rutland Operations Center location.

Nice To Haves

• Experience working in a credit union environment preferred.

Responsibilities

• Providing first and second tier technical support to end users via phone, in-person, and via help desk ticketing system
• 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
• Provide Tier 1 and Tier 2 end‑user technical support via phone, 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.
• 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.

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED