Apply on Employer Site

Johns Hopkins Federal Credit Union · 1 month ago

IT Support Technician II

Baltimore, MD, USA

Full-time

Hybrid

Senior Level

$27.67/hr - $41.50/hr

5+ years exp

Johns Hopkins Federal Credit Union is seeking an IT Support Technician II to deliver comprehensive technical support and troubleshoot hardware and software issues while maintaining the IT infrastructure. The role involves providing end-user assistance, managing help desk requests, and ensuring compliance with IT audit standards.

BankingCredit CardsFinanceFinancial ServicesInsurance

Responsibilities

Assumes responsibility for tier II help desk support

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

Assumes responsibility for Window O/S imaging solution

Responsible for development and maintenance of Window images based on JHFCU inventory of PC’s and laptops

Assumes responsibility for supporting the core banking application

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

Responsible for IT Procurement/Decommissioning

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

Qualification

Help Desk SupportMicrosoft CertificationsCompTIA CertificationsProblem-Solving SkillsInterpersonal Skills

Required

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