IT Support Desk Technician II

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., * 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 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), * 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.