IT Support Specialist - CommonWealth One Federal Credit Union

CommonWealth One Federal Credit Union Origin

For 80 years, CommonWealth One FCU has embodied a legacy of people helping people, now proudly serving over 58,000 members and managing assets exceeding $580 million.

We are forward thinking, and understand our roots in making a difference in our members’ financial goals and their path to a better way of life. Our first priority is our member's financial wellness, offering a fresh and creative take on delivering financial products and services, wherever and whenever needed.

For You, For Life. It's more than a slogan. It’s our culture of service and promise to our members, today and wherever their paths take them. We are their financial ally and expert, and we are there for our members every step of the way.

Our Cultural Beliefs 

Think Different: I challenge the status quo; creating ideas that redefine our future.

Come Together: I partner across the organization through effective communication by sharing ideas.

Own It: I make informed and timely decisions and own the results.

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.

Employment Type: Full-Time (Exempt)

Location: 42 Terri Drive Harrisonburg, VA 22802 (ONSITE position during Training period, Hybrid work schedule after successful completion of Training) 

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 .  

·        MCSE (Microsoft Certified Solutions Expert), preferred.

·        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.

Summary of Physical Demands:

Must be able to convey detailed or important instructions and ideas accurately; audibly and quickly.  Able to hear average or normal conversations and receive ordinary information.  Use of hands to perform such tasks as computer typing, file maintenance, using telephones, ten key adding machines and related office equipment.  Movements frequently and regularly require use of hands, wrists, arms, and fingers.  Average, visual acuity required to prepare, read, and inspect documents and interpret information on a PC screen. Primarily sedentary office work utilizing computers and telephones.  Some physical activity requiring lifting of small boxes/files (40 lbs. or less); crawling under desk to set-up equipment. Able to communicate in complex sentences; using proper vocabulary; read and comprehend at a moderate to high rate; ability to write complex sentences using proper punctuation, and grammar.

Benefits and Perks of Working at CommonWealth One Federal Credit Union Include:

Diversity and Inclusion: Work in an environment that values and respects all team members.

Paid Holidays: Enjoy 12 paid holidays a year, including your birthday.

Flexible Work Options: Potential work-from-home options after the introductory period.

Generous Paid Time Off: Generous vacation time. 

Tuition Reimbursement: Support for your ongoing education and career development.

Parking: Parking available at no cost.

Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages.

Join us at CommonWealth One FCU and be part of a team that values a culture of service, innovation, and professional growth.