Description:
The IT Service Desk Technician II role is responsible for Identity and Access Management (IAM) and supporting a positive user experience. This position manages user accounts and access across multiple systems maintained by the IT Service Desk and serves as the main point of contact between users and IT service providers. Key responsibilities include handling incidents, service requests, and access requests, communicating with users across the organization, and resolving more complex issues as needed. When applicable, the role also supports the security, integrity, and safety of the access control process. The overall goal is to deliver reliable, high-availability IT services that provide value to the member-owners of Northwest Federal Credit Union.
Responsibilities
Strategy and Planning
- Collaborate with IT management and department leaders to assess near and long-term project and team goals
- Coordinate and work with various IT teams to develop and maintain communication, while assisting with any/all upcoming IT initiatives and projects
- Ensure that existing systems are aligned with organizational goals and objectives
- Establish communication with departments to pinpoint areas of improvement
- Work on enterprise level projects
Acquisition and Reporting
- Assist with asset management for the equipment
- Help with NCUA required reporting as needed
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems or equipment
- Research new hardware/software while keeping mindful of spending and cost analysis
- Maintain a detailed EOL schedule for replacing equipment and coordinate with individuals when equipment needs to be replaced
Operational Management
- Manage and maintain IAM in Okta by onboarding users in accordance with Access Control procedures and ServiceNow requests.
- Serve as the primary escalation point for Associate Lvl I IT Service Desk members
- Categorize and prioritize incoming calls and self-service submissions to the IT Service Desk to ensure user and member needs are addressed in a timely and effective manner, and in accordance to established Service Level Agreements (SLA’s).
- Create tickets within the ServiceNow ticketing system that contain all required and pertinent information.
- Provide direct user support to resolve incidents and complete service requests. This includes testing/validating fixes and obtaining confirmation from the requester prior to the ticket being closed.
- Document actions performed to resolve the issue within the ticket, and when necessary create new Knowledge Base Articles (KBA’s) for future use by other technicians.
- Manage enterprise directory services and support workstation infrastructure
- Assist in maintaining accurate Access Control and checks for the annual Reconciliation process
- Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
- Perform all other related duties as assigned
Service Management Responsibilities
- Check help desk database for entries on workstation issues; prioritize and respond to help desk tickets as appropriate
- Provide timely response to member and user escalations
- Develop knowledge base articles (KBA’s) and transfer knowledge to team members
Qualifications
Required
- High school diploma or equivalent
- Minimum 2 years experience in IT service desk, technical support, or IT operations environment
- Demonstrated experience providing Tier 2 support and resolving escalated technical issues independently
- Proven experience working with IT Service Management (ITSM) tools (e.g., ServiceNow)
- Experience supporting:
- Microsoft Windows operating systems and Office 365 applications
- Active Directory / Microsoft Domain Services
- End-user hardware troubleshooting and workstation support
- Network fundamentals (TCP/IP, DNS, connectivity troubleshooting)
- Experience serving as an escalation point or subject matter resource for junior technicians
- Experience contributing to process improvements, documentation, or knowledge base development
- Working knowledge of IT security controls, access management, and data privacy practices
- Demonstrated ability to communicate effectively with both technical and non-technical stakeholders
- Must be available for a rotating weekly late shift and a rotating Saturday shift
- Ability to work on-site in our Herndon, VA headquarters and equally effectively remotely