IT Support Technician II

IT Support Technician II

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Are you ready for a new career which will utilize your current arsenal of skills while also preparing you for new opportunities?  Stop searching and start your journey with Johns Hopkins Federal Credit Union as an IT Support Technician II.  Our IT team is searching for someone who takes pride in delivering stellar end-user assistance through multiple channels, including helpdesk, phone, and on-site support.  If you possess strong problem-solving skills, take ownership of issues through resolution, and can effectively collaborate with team members to implement technical solutions, this opportunity may be for you. 

Who are we?

It’s hard to find someone who hasn’t heard of Johns Hopkins, but did you know that JHFCU also serves our community and enriches the lives of our employees by fostering a culture of inclusion, shared purpose, and growth? For over 53 years, JHFCU has been dedicated to positively transforming the lives of our members by providing trusted financial solutions, personalized services and unwavering support.  Together, we create an environment where both our members and employees can thrive and achieve their fullest potential.

Essential Duties of the IT Support Technician II Role include:

• Acting as the escalation point for IT Support Technician tier I.

• Answering help desk questions via phone, e-mail or in person and performs analysis and troubleshoots to resolve problems.

• Managing requests to ensure that the help desk queue is current, and all tickets are assigned to the appropriate technicians.

• Maintaining sufficient working knowledge of end user software and hardware to assist with problem resolution.

• Utilizing and updating internal knowledge base of documentation regarding credit union hardware/software installation/maintenance/troubleshooting as it relates to Help Desk inquiries.

• Responsible for coordinating with other resources within the Credit Union to resolve Help Desk requests.

• Keeping users informed of the status of requests and notifies all involved parties when tickets are opened and closed.

• Assumes responsibility of primarily IT related issues by establishing and maintaining professional business relations with end users and outside vendors . 

• Assuming responsibility for tier II Help Desk support

• Assuming responsibility for Windows O/S imaging solution

• Assuming responsibility for supporting the core banking application
   
• Responsible for IT Procurement/Decomissioning

• Supporting IT Audit Program

At JHFCU, we understand the importance of work-life balance, which is why we offer a schedule that includes hybrid work schedule, a vibrant and convenient Canton location and paid time off for birthdays, and all major holidays. Our comprehensive benefits package further enhances the employee experience, featuring generous sick and vacation leave accruals, competitive compensation, 401(k) plan with matching contributions, and a strong emphasis on continuing education to support professional growth. Additionally, we provide free parking and a host of other perks, making JHFCU an ideal workplace for those who value a work life balance. 

Johns Hopkins Federal Credit Union (JHFCU) is a federally chartered credit union completely independent from Johns Hopkins University, Johns Hopkins Health Systems, and any of the Johns Hopkins schools, hospitals, or programs. JHFCU holds a license to use the Johns Hopkins registered mark. JHFCU serves the employees, students, retirees and Alumni Association members of the Johns Hopkins University, employees and retirees of the Johns Hopkins Health System and its hospitals, and employees and retirees of other select entities. JHFCU is wholly owned by its members. Neither Johns Hopkins University nor Johns Hopkins Health Systems select, endorse, or are responsible for the goods and services offered by JHFCU.

Johns Hopkins Federal Credit Union (JHFCU) is proud to be an equal opportunity employer and makes employment decisions based on merit. JHFCU celebrates people from all walks of life and prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. All employment is decided based on qualifications, merit, and business need. 

Qualifications

Qualified candidates will have an Associate’s degree and a minimum of five years progressive help desk experience and/or an equivalent combination of education and experience.

Microsoft and/or CompTIA (Net , Security , etc.) certifications are required. 

The salary range for this position is $29hr - $31.25hr.  

Salary is commensurate with experience.  

Salary : $29 - $31