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IT Support Desk Technician II

1 month ago

Houston, United States Members Choice Credit Union Full time
JOB DESCRIPTION

The IT Support Desk Technician II’s primary responsibility includes providing top-tier technical support and resolving issues for our staff and Executive team. This role involves a variety of support methods such as email, remote access tools, internal tickets, phone calls, electronic messaging platforms, and direct in-person assistance. The Technician II must be proficient across diverse IT technology stacks and exhibit outstanding interpersonal, communication, and customer service skills to effectively cater to the technical needs of our leadership.

SCOPE OF DUTIES AND RESPONSIBILITIES
  • Work IT support requests
  • Provision, deprovision, deploy, troubleshoot, configure, and patch, end-user technology platforms including desktops, laptops, mobile devices, thin-clients, and perpherals.
  • Identifying and applying technical solutions to enhance productivity for the executive team.
  • Cloud and on-prem network infrastructure including deployment for firewalls, routers, SSLVPN, switches, and wireless access points
  • Cloud telephony platforms
  • Provide stellar technical support to our Executive team and Board of Directors
  • 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 REQUIREMENTS
  • Job experience: At least 5 years 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
  • Must be able to support our Executive team
  • Must present well and articulate technical topics into language that can easily be understood by non technical team members
  • 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
PREFERRED EXPERIENCE
  • 2-3 years of Executive Support to both an Executive Team and Board of Directors
  • 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, ,ImageCenter or support for any Financial Core system)
PHYSICAL/MENTAL REQUIREMENTS

The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • 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.