IT Support Technician II

JOHNS HOPKINS FEDERAL CREDIT UNION•Baltimore, MD

25d•$28 - $42•Hybrid

About The Position

The IT Support Technician II delivers comprehensive technical support, troubleshooting hardware and software issues while maintaining the credit union's IT infrastructure. This role provides end-user assistance through multiple channels, including helpdesk, phone, and on-site support. Key responsibilities include device configuration, system deployment, core banking application support, and IT audit compliance. The position requires strong problem-solving skills, ownership of issues through resolution, and effective collaboration with team members to implement technical solutions.

Requirements

Associate’s degree in relevant field
Minimum of five years progressive help desk experience and/or an equivalent combination of education and experience.
Microsoft and/or CompTIA (Net+, Security+, etc.) certifications are required.
Strong problem-solving skills and the ability to think creatively to find a new solution and make recommendations to improve process efficiency and effectiveness of workflows.
Exhibits exceptional interpersonal skills, with the ability to build and maintain positive relationships with co-workers, and management.

Responsibilities

Act as the escalation point for IT Support Technician tier I.
Answers help desk questions via phone, e-mail or in person and performs analysis and troubleshoots to resolve problems.
Manage requests to ensure that the help desk queue is current, and all tickets are assigned to the appropriate technicians.
Maintains sufficient working knowledge of end user software and hardware to assist with problem resolution.
Utilizes and updates internal knowledge base of documentation regarding credit union hardware/software installation/maintenance/troubleshooting as it relates to Help Desk inquiries.
Responsible for coordinating with other resources within the Credit Union to resolve Help Desk requests.
Keeps users informed of the status of requests and notifies all involved parties when tickets are opened and closed.
Assumes responsibility of primarily IT related issues by establishing and maintaining professional business relations with end users and outside vendors.
Responsible for development and maintenance of Window images based on JHFCU inventory of PC’s and laptops.
Monitoring and controlling the daily, weekly, monthly, quarterly, and yearly operations relating to our core banking application.
Provides technical support for both hardware and software issues that may arise.
Provides documentation and technical specifications to IT staff relating to the core application.
Responsible for ensuring the integrity of the database by monitoring the posting reports for accuracy and maintaining various processing logs. Postings include, but are not limited to Visa, checks, loan transfers, statements, insurance, and dividends.
Performs system backups and consistently verify that backups (both onsite and remote) have been completed.
Responsible for annual processing jobs (escrow analysis, dormant accounts, HMDA, & annual rate change). This includes working with other areas to create, verify, modify, and submit the results.
Receives procurement requests from end users and IT staff, obtains quotes, and coordinates response with appropriate IT staff.
Responsible for proper disposal of IT assets in compliance with the Credit Union’s Information Security Standards and Procedures.
Performs basic audits as specified by the IT Audit Program. Areas to cover include active directory user audits, active directory computer audits, software compliance audits, and network audits.
Assists CIO with asset vulnerability management.
Remains compliant with applicable statutes and regulations, including but not limited to the BSA, Gramm-Leach-Bliley Act, SAFE Act and USA Patriot Act.
Responsible for any additional duties and/or responsibilities as assigned.