Help Desk Technician II

Summary of position:

Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide excellent service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Primary Function:

  The Help Desk II Technician provides advanced technical support and serves as an escalation point for complex system, network, and application issues. This role supports critical banking systems, ensures adherence to financial regulatory standards, and assists in maintaining a secure and reliable IT infrastructure for the credit union.

Primary Responsibilities:

• Provide Tier 2 technical support for escalated issues

• Diagnose and resolve advanced hardware, software, server, and network problems

• Support and maintain core banking systems, financial applications, and integrations

• Manage user access, permissions, and security configurations

• Assist in maintaining Microsoft server environments, including Active Directory and Group Policy

• Troubleshoot VPN, firewall, and network connectivity issues

• Perform system updates, patch management, and endpoint security monitoring

• Participate in disaster recovery planning and testing

• Document procedures and develop knowledge base materials

• Mentor and provide guidance to Help Desk I staff

• Ensure compliance with NCUA, FFIEC, and internal security standards

Performance Expectations

Life-Changing 

· We take all steps necessary to elevate and empower members to confidently achieve financial wellbeing. 

· We predict and understand the needs and wants of members at all life stages by intentionally observing their behavior, listening intently, asking better questions, and leveraging data. 

·  We navigate members through the journey of achieving financial well-being by proactively recommending personalized solutions that will impact their lives for the best. 

Trustworthy 

· We earn our members’ trust by continuously building and sharing personal finance expertise, always keeping their interests in mind. 

· We create personal connections with members by greeting them warmly, respecting and engaging them individually, and nurturing their financial well-being. 

· We take immediate action and personal ownership to acknowledge, set expectations, and resolve all member needs. 

Easy

· We create consistent and seamless experiences when, where, and how the member wants to be served by continuously enhancing Neighbors’ technical, operational, and talent capabilities. 

· We respect members’ time by streamlining processes, offering convenient access, and ensuring timely response. 

· We advise and help members navigate financial matters using conversational, easy-to-understand language and tools.

Experience:

• Experience supporting financial institutions or regulated environments preferred

• Strong knowledge of Windows Server, Microsoft 365 administration, networking concepts (DNS, DHCP, TCP/IP), and endpoint security tools

• Familiarity with virtualization platforms (VMware or Hyper-V) preferred

• Strong troubleshooting and analytical skills

• Excellent communication and documentation abilities

Education:

  • Associate or Bachelor’s degree in Information Technology or related field preferred

• 3–5 years of progressive IT support experience

Physical Requirements:

While performing the duties of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Ability to lift items weighing 10 pounds are required.

*Reasonable accommodation can be made to enable those with disabilities to perform the described essential functions.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to changes in climate and temperature. The noise level in the work environment is usually quiet to moderate.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by employees within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Rewards

This position is full time and will be eligible for benefits, and a competitive monthly incentive plan.

We have excellent opportunities for career advancement and professional development.

Salary Range: $25.80 - $32.30, based on experience.

Schedule

• 8:00 AM - 5:00 PM Monday through Friday

Supplemental Pay?

• No

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term and Long-Term Disability
• HRA and FSA
• 401(k) with matching contributions.
• Tuition Reimbursement
• Birthday Time Off
• Vacation Time Off
• Sick Time Off – Can be used for both employee and family.

Equal Opportunity Employer/Veterans/Disabled