Information Support Specialist II

Description This position is primarily onsite at our Operations Center in Rutland, Vermont. Occasional travel to various branches will be required. Candidate must be within commutable distance to the Rutland Operations Center location. Who We're Looking For: We are looking for an experienced IT professional with a "people helping people" mindset to join our Information Technology team in Rutland, VT. The ideal candidate will: Approach situations with a positive and collaborative attitude, working closely within the IT team and with team members throughout the entire organization Demonstrate passion for and pliability in an ever-changing IT landscape to troubleshoot and find solutions in a wide variety of situations Have considerable experience with Microsoft 365 administration, Intune administration, Hybrid Azure Active Directory, and Group Policy What You'll Be Doing: Providing first and second tier technical support to end users via phone, in-person, and via help desk ticketing system Addressing complex issues related to servers, networks, and systems, including but not limited to user end points, physical and virtual servers, printers, phones, network equipment, and ATMs Completing end of day procedures Creating, reviewing, and updating documentation as necessary, providing clear and accessible instructions for all job functions, and providing technical insights and documentation as needed to support successful project outcomes Why Join Us: Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community. Benefits Include: Paid time off in addition to paid federal holidays Medical, dental, and vision benefits to employees who regularly work 24+ hours a week 401k match Ongoing training opportunities 8 hours of volunteer time with an organization important to you Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis) Salary Range: $28.31 - $35.38/hour Position Title: IT Support Specialist II Department : Information Technology Reports To: Vice President Information Technology FLSA Status: Non-Exempt EEO Code: Technician Grade: 9 Summary: The IT Support Specialist II is a key member of the Information Technology team responsible for providing Tier 1 and Tier 2 technical support across the Credit Union’s technology landscape. This role supports end users, branch operations, and core systems by maintaining and troubleshooting workstations, servers, applications, and related infrastructure in both on‑premises and cloud environments. The position includes user access administration, daily operational controls, documentation, and onsite support at branch locations, all performed in accordance with established security standards, internal controls, and regulatory requirements to ensure reliable and secure technology operations. Essential Functions: Provide Tier 1 and Tier 2 end‑user technical support via phone, help desk ticketing system. Monitor and respond to hotline calls and service requests, gather accurate and complete information, resolve incidents, and follow up to confirm restoration of service and user satisfaction. Support and troubleshoot the Credit Union’s technology environment, including end‑user devices, infrastructure systems, applications, and related hardware, in accordance with established IT controls and security standards. Provision, modify, and remove user access to systems and applications in compliance with the principle of least privilege, information security policies, and regulatory requirements. Maintain accurate access documentation and audit trails to support internal reviews and regulatory examinations. Perform and document daily operational control activities, including backups, ATM/ITM systems, and other automated or scheduled IT processes. Identify, escalate, and remediate exceptions, failures, or anomalies as required. Create and maintain technical documentation, procedures, and system records to support operational consistency, knowledge transfer, examination readiness, and assigned IT projects. Travel to all Credit Union branch locations as required to provide onsite technical support, install or service equipment, support business operations, and assist with incident response or system issues that cannot be resolved remotely. Perform all other duties as assigned. Qualifications: Education: High school diploma or equivalent required; bachelor’s degree in computer science, information technology or related field, or commensurate work experience. Experience: Minimum 5 years of IT experience in a dynamic environment required. Experience working in a credit union environment preferred. Skills: Strong analytical and troubleshooting skills with the ability to prioritize, problem‑solve, and manage multiple tasks in a fast‑paced operational environment. Working knowledge of Microsoft Windows, Microsoft 365, Active Directory, Entra ID, Intune, physical and virtual servers, and secure remote access technologies. Understanding of basic networking concepts, including connectivity, DNS, DHCP, and device communication fundamentals. Self‑motivated with the ability to work independently while also collaborating effectively with others to identify issues, recommend solutions, and implement operational or process improvements. Physical Requirements : This position requires sitting for extended periods of time and working primarily at a workstation or desk in an office environment. Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone. Ability to lift and carry equipment (50+ pounds) and other materials as needed. Work Environment: Professional banking environment. Travel to HFCU branches and properties required as needed. BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks. Equal Opportunity Employer : Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.