Johns Hopkins Federal Credit Union
IT Support Technician II
Johns Hopkins Federal Credit Union, Baltimore, Maryland, United States, 21276
IT Support Technician II – Johns Hopkins Federal Credit Union
POSITION PURPOSE 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 helpdesk, phone, and on‑site support. Key responsibilities include device configuration, system deployment, core banking application support, and IT audit compliance. Essential Functions And Basic Duties
SERVICE
Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture: Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership. 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. Manages 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. Coordinated with other resources within the Credit Union to resolve Help Desk requests. Communicates ticket status to users and stakeholders. Establishes and maintains professional business relations with end users and outside vendors. Responsible for Window O/S imaging solution and development/maintenance of Windows images based on JHFCU inventory of PCs and laptops. Supports the core banking application, monitoring daily, weekly, monthly, quarterly and yearly operations. Provides hardware and software technical support and documentation for the core application. Ensures database integrity by monitoring posting reports for accuracy and maintaining processing logs. Performs system backups and verifies completion of onsite and remote backups. Manages annual processing jobs (escrow analysis, dormant accounts, HMDA, & annual rate change). Handles IT procurement/decommissioning, obtains quotes, coordinates response, and ensures proper disposal of IT assets in compliance with security standards. Performs basic audits per the IT Audit Program (Active Directory user/computer audits, software compliance audits, network audits). Assists CIO with asset vulnerability management. OTHER DUTIES
Remains compliant with applicable statutes and regulations, including BSA, Gramm‑Leach‑Bliley Act, SAFE Act and USA Patriot Act. Performs additional duties as assigned. Handles sensitive information beyond what is available to others, maintaining a higher standard of confidentiality. Evenings or weekend work may be required as needed. Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associate’s degree in a relevant field. Minimum of five years progressive help desk experience 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 new solutions and improve process efficiency. Exhibits exceptional interpersonal skills and the ability to build and maintain positive relationships with colleagues and management. This position is
eligible
for a hybrid work schedule based on performance and the ability to create and maintain engaging work relationships. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Information Technology Referrals increase your chances of interviewing at Johns Hopkins Federal Credit Union by 2x
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POSITION PURPOSE 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 helpdesk, phone, and on‑site support. Key responsibilities include device configuration, system deployment, core banking application support, and IT audit compliance. Essential Functions And Basic Duties
SERVICE
Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture: Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership. 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. Manages 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. Coordinated with other resources within the Credit Union to resolve Help Desk requests. Communicates ticket status to users and stakeholders. Establishes and maintains professional business relations with end users and outside vendors. Responsible for Window O/S imaging solution and development/maintenance of Windows images based on JHFCU inventory of PCs and laptops. Supports the core banking application, monitoring daily, weekly, monthly, quarterly and yearly operations. Provides hardware and software technical support and documentation for the core application. Ensures database integrity by monitoring posting reports for accuracy and maintaining processing logs. Performs system backups and verifies completion of onsite and remote backups. Manages annual processing jobs (escrow analysis, dormant accounts, HMDA, & annual rate change). Handles IT procurement/decommissioning, obtains quotes, coordinates response, and ensures proper disposal of IT assets in compliance with security standards. Performs basic audits per the IT Audit Program (Active Directory user/computer audits, software compliance audits, network audits). Assists CIO with asset vulnerability management. OTHER DUTIES
Remains compliant with applicable statutes and regulations, including BSA, Gramm‑Leach‑Bliley Act, SAFE Act and USA Patriot Act. Performs additional duties as assigned. Handles sensitive information beyond what is available to others, maintaining a higher standard of confidentiality. Evenings or weekend work may be required as needed. Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associate’s degree in a relevant field. Minimum of five years progressive help desk experience 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 new solutions and improve process efficiency. Exhibits exceptional interpersonal skills and the ability to build and maintain positive relationships with colleagues and management. This position is
eligible
for a hybrid work schedule based on performance and the ability to create and maintain engaging work relationships. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Information Technology Referrals increase your chances of interviewing at Johns Hopkins Federal Credit Union by 2x
#J-18808-Ljbffr