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IT Support Specialist

2 months ago

Cambridge, Massachusetts, United States MIT Federal Credit Union Full time
Job Title: IT Help Desk Technician

At MIT Federal Credit Union, we are seeking a highly skilled and motivated IT Help Desk Technician to join our team. As a key member of our IT department, you will be responsible for providing technical support to our end-users, ensuring that our computer systems, networks, and data are secure and running smoothly.

Key Responsibilities:
  • Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and networking.
  • Remote Support: Provide remote assistance to users via phone, email, and remote access tools.
  • Hardware and Software Support: Install, configure, and maintain computer hardware and software.
  • User Training: Educate users on proper use of computer systems and software.
  • Incident Management: Log and track IT incidents, ensuring timely resolution.
  • Asset Management: Maintain inventory of IT assets, including hardware and software.
  • Documentation: Create and maintain technical documentation and procedures.
  • Vendor Management: Coordinate with vendors for hardware and software support.

Additional Responsibilities:

  • Implementing security measures to protect computer systems, networks, and data.
  • Working overtime in emergencies, including system failures, power failures, equipment failures, disasters, and equipment or software upgrades.
  • Traveling to other Credit Union facilities periodically.
  • Assisting in Credit Union projects as necessary.
  • Complying with all MIT and MIT Federal Credit Union policies and procedures and State and Federal laws.
  • Utilizing opportunities to present to and/or refer current and potential members to the products and services of the Credit Union.
Requirements:
  • Technical Skills: Proficient with windows and macOS operation systems, Office 365, Active Directory, with a working knowledge of network concepts including (TCP/IP, DNS, DHCP, LAN/WAN, VPN.
  • Problem-Solving: Ability to analyze complex problems and identify solutions.
  • Technical Aptitude: Willingness to learn new technologies and stay updated on industry trends.
  • Attention to Detail: Ability to follow procedures and maintain accurate records.

Preferred Qualifications:

  • Experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Ability to communicate information, ideas, and concepts to members, employees, and staff completely and concisely in both written and verbal formats.
  • Able to develop and interpret documentation for end-user procedures.
  • Highly self-motivated and directed.
  • Ability to absorb new ideas and concepts quickly.
  • Good analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
  • Experience working in a team-oriented, collaborative environment.
  • Experience with reporting software such as Crystal Reports.
  • Experience with Financial Services Systems and business functions preferred.

Education/Experience:

  • Minimum of 2 years of experience of computer user support in an IT helpdesk, desktop support, or technical support role preferred.
  • Associate degree in Information Technology, Computer Science, or related field (or equivalent work experience).
  • Experience in a financial institution preferred.
  • Hands-on knowledge of and experience with credit union or banking applications desired.