What are the responsibilities and job description for the IT Support Specialist position at Commonwealth One FCU.?
Job Description
Job Description
Are you passionate about technology and helping others? Do you thrive in a fast-paced environment where no two days are the same? If so, we want you to join our dynamic team and to take your IT career to the next level with CommonWealth One FCU!
Position Summary
The IT Support Specialist provides internal IT department support to ensure that IT in-house, cloud services and the business processes are handled in a timely and efficient manner. The IT Support Specialist performs timely, effective IT routine activities, user support services and ensures the effective performance of IT systems and servers. The IT Support Specialist will maintain cloud service including file and print services, on premise Active Directory / Azure Active Directory, Office 365, virtualized environment VMware and Hyper-V, endpoint protection and security systems; monitor network and system utilization; perform accurate review and prompt resolution of software, computers peripheral and hardware problems. The IT Support Specialist will develop and maintain effective and collaborative business relations and communication with the Credit Union (CU) team members and vendors.
Responsibilities
User Support
Manage AD / Azure AD users, assigned / remove Office 365 licenses, Create and modify user’s Exchange mailboxes, grant network rights to users; Manages user network and e-mail accounts in accordance with network security policy
Assist users in accessing network resources and troubleshoots problems with hardware and software in accordance with network security policy
Ensure assigned tickets are completed in a timely manner and meeting the Service level agreement of minimum 95% all the time
Maintain current documented work procedures and applied solutions related to IT Tickets and business process duties.
Collaborate with coworkers to resolve problems quickly and efficiently.
Establish a good relationship with vendors, escalate and address vendor relate issues by creating and updating support tickets
Notify supervisor and escalate any unresolved IT Ticket or issues with regular business services processes that can be resolved to reduce response time and address the issues by escalating it to higher tier level
Provide new hire orientation, user training, and create end-user trainings and presentations documents
Network Administrations and IT Services Maintenance
Install, deploy, and configure computers and endpoints system including company-wide network software installation in accordance with IT approved list of Software and Devices
Ensure Endpoints and Server Security solution is deployed in accordance with IT Security policy
Monitor and address raised issues and alert by Endpoint Detection and Response (EDR) security solution
Monitor and prepare report for Intrusion Prevention System (IPS) and Intrusion Detection System (IDS)
Monitor network and IT systems via Network monitoring system (NMS)and address / escalate the issue to appropriate escalation points of contact and report / follow / provide update until full recovery
Perform, monitor and test regular backups according to backup and recovery policy
Schedule and apply critical, security and patch to the Endpoints, Servers, and IT systems in accordance to the Patch management policy
Seek opportunities to improve efficiency and workflow related to IT systems and business processes.
Performs any other system administrations tasks as required and assigned.
Computers and Peripheral Equipment Maintenance
Install, repair or replaces dysfunctional hardware, parts and computer systems
Establish relationship with vendors to procure, upgrade and replace hardware
Ensure that the IT asset inventory system is kept accurate and up to date with equipment physical locations, issuing status i.e. custodian, issuing date, service and warranty status, operations status i.e. new, damaged, available, and financial and procurement information all the time.
Perform preventative maintenance on all relevant Information Technology systems.
Compliance
Ensure the endpoints and servers meet the IT security policy including enforce approved list of software, approved list of devices, update and patch management, endpoint protections and security systems, and software licenses audit and management
Ensure compliance with Information / Cyber Security policies.
Ensure compliance with Business Continuity and Disaster Recovery plans.
Ensure compliance with all applicable federal regulations, including the Bank Secrecy Act and OFAC.
Notifies IT Network Manager upon recognition of potential violation of policies anywhere within the organization.
Performance Expectations
Network and communications technical functions and systems are performed effectively and in accordance with established policies and procedures including Business Continuity and Disaster Recovery plans
Computers, monitors, phones, and other peripheral equipment are well maintained
Information is adequately shared and clearly communicated to other IT team members.
Diligent effort is demonstrated to go beyond providing immediate, short-term remedies in favor of providing well-planned, long-term solutions.
Accurate reporting and appropriate tracking and measurement of department activity levels are maintained.
Compliance with all applicable regulatory standards is maintained.
Good communication and professional working relationships exist with all CU departments, members, and vendors. Professional demeanor at all times.
IT Network Manager is appropriately informed of IT activities.
The CU’s professional reputation is maintained and conveyed.
Demonstrate the CU’s Core Values & Cultural Beliefs.
Education & Experience
Three years to five years of related work experience.
Bachelor’s degree (B.A. or B.S.) in information technology, or related field or equivalent combination of education and experience. Certificates are not required, but would be considered.
CU experience, preferred.
Experience with Windows server tools, monitoring and maintenance (Active Directory, SQL, SUS, Exchange)
Skills & Abilities
CompTIA A Certification or Equivalent Experience Required or obtained within the 6 months after hire .
Working knowledge of Microsoft Windows, Office, Office 365, Active Director, Azure AD, and ESET Endpoint solution.
Experience with Virtual environment including VMWare and Hyper-V, patch management systems, and network monitoring system (NMS).
Experience with Windows server tools, monitoring and maintenance (Active Directory, SQL, SUS, Exchange).
Willingness to expand knowledge through personal reading, study, and research.
Knowledge of CU internal operations, financial operations, and regulations.
Ability to work through adverse situations and make sound business decisions
Other Pertinent Information
Regular and satisfactory attendance required.
Ability to provide after-hours and weekend support as required.
Must maintain an acceptable personal credit history and be bondable.
CommonWealth One Federal Credit Union values, encourages, and implements diversity in the workplace. As an equal opportunity employer, CommonWealth One Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law. All selected candidates will be subject to credit and background checks to determine employment eligibility.
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