Overview:

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

Preferred

Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent combination of education and experience
Strong member service orientation
Hands-on experience with Identity and Access Management (IAM) processes, including user provisioning/deprovisioning (Okta preferred)
Demonstrated ability to work in a team-oriented, collaborative environment
Knowledge of VMware virtualization, Unified Communications, and/or open sources technologies
Excellent analytical and problem-solving abilities
Good project management skills
Ability to work in a team-oriented, collaborative environment
Excellent written, oral, and interpersonal communication skills
Knowledge and experience identifying, connecting, and troubleshooting hardware components and devices
Knowledge and experience installing and supporting Microsoft Windows desktop operating systems, Office applications
Knowledge and experience installing client applications
Knowledge and experience identifying network types, standard protocols, and troubleshooting connectivity issues
Knowledge of standard IT Security practices
Knowledge of applicable data privacy practices and laws
Knowledge of IT Service Management processes
Knowledge of Microsoft Domain Services
Knowledge of Okta environment and services

Additional Compensation:

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

EEO Notice:

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.

Northwest Federal Credit Union

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IT Service Desk Technician II