Job details

Service Desk Engineer II

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

Named 2022 Best Credit Unions to Work For by American Banker
Named 2021 Washington Post Top Workplace
Named 2021 Best-In-State Credit Union and Best Credit Union in Northern Virginia by Forbes
Diverse, friendly work environment, progressive management staff
21 branches in Northern Virginia with easy commuting distance

Role:

As a Service Desk Engineer II, you will report directly to the Service Desk Manager and will work closely with our Service Desk, Infrastructure, Enterprise Application Support, Software Engineering and Cyber Security engineering teams to provide IT support for our internal members and systems. You should be passionate about delivering exceptional customer service, technology, teamwork and helping people lead simpler, fulfilling, and more rewarding lives.

Essential Functions & Responsibilities:

Support, Incident & Problem Resolution

Create, document, gather information, qualify, track, and resolve IT support requests and issues within the Service Desk ticketing system from a variety of sources such as monitoring alerts, email, internal escalations, and the technical support hotline
Work to resolve, escalate, and/or resolve requests, incidents, and problems
Provide routine communication and updates with management, peers, and internal members regarding the status of IT issues and support request tickets
User administration within Microsoft Active Directory and Microsoft 365 services
Assist with RCA (Root Cause analysis) and RFO (Reason for Outage) investigations to contribute to problem solving and continuous improvement
Provision, implement, troubleshoot, and administration of Windows 10 workstations, network connectivity and workstation applications such as Microsoft Office suite, OneDrive, Teams, Symitar Quest, Xperience, Synergy, Citrix Virtual Apps, and other line of business applications.
Provision, implement, troubleshoot, and administration of credit union devices such as Laptops, Monitors, Check Scanners, Cash Recyclers, and other credit union related devices.
Document, maintain, and report on IT asset inventory including technical configuration and contract support coverage
Participate in an IT on-call rotation
Participate in Saturday Shift coverage

Continuous Improvement

Proactively evaluate and implement documentation including SOPs, processes and procedures to optimize the deployment, administration and support of IT services
Work with all members of the IT department to maintain a zero-trust security architecture to ensure that our systems are protected and secure
Provide continuous improvement of the end user experience
Maintain system integrity and performance through active monitoring, logging, testing, troubleshooting, diagnosis and resolution
Improve system performance including hardware and software replacement, upgrade, capacity planning, sizing and optimization
Contribute to the formulation, implementation, and administration of credit union-wide policies and business goals while ensuring adherence to regulatory compliance
Remain cognizant of and adhere to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act
Perform duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve With Purpose, Challenge Yourself and Own It
Perform other duties as assigned by management

Performance Measurements:

This position will be assessed for performing duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve with Purpose, Challenge Yourself and Own It as well as departmental and organizational goals.

Knowledge and Skills:

Experience

Minimum 3 years of experience providing IT technical support and administration within an IT service desk environment.
Minimum 2 years troubleshooting and administration of Windows 10 operating system and workstation applications, user administration experience using Microsoft Active Directory, Microsoft 365 services
Experience working within the financial industry preferred

Education

BA/BS degree with an emphasis in IT/IS, Computer Science or equivalent combination of experience and relevant certifications
CompTIA A+, Server+ or a Network+ certification required (multiple preferred)
Familiarity with ITIL v4 and Project Management frameworks preferred

Interpersonal Skills

Strong prioritization, problem solving, diagnosis and troubleshooting skills
Excellent verbal and written communication skills
Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union
Ability to work in a team environment, meet deadlines, and take on a high level of responsibility and accountability

Other Skills

Perform duties and responsibilities in accordance with The Apple Way principles of Team Up, Inspire Promoters, Challenge Yourself and Own It
Obtaining cooperation (internally and/or externally) is an important part of the job
Proven experience in participating in multiple projects and ability to work with limited supervision
Knowledge of banking or credit union products, services, policies, and procedures a plus

Physical Requirements

Ability to be onsite at our Headquarters and branch locations in the Northern Virginia area
Ability to lift a minimum of 25 lbs.

Work Environment

Ability to function in a financial institution environment
Ability to travel if necessary

Hybrid Schedule

Location: Fairfax, VA

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***

Apple Federal Credit Union Glassdoor Company Review

4.1

Apple Federal Credit Union DE&I Review

No rating

CEO of Apple Federal Credit Union

Andy Grimm

Approve of CEO

By Apple Federal Credit Union

Member trust is our number one priority. We earn trust by: * Providing caring, personal service * Delivering competitive financial solutions * Supporting education and the communities we serve

FUNDING

INDUSTRY

TEAM SIZE

LOCATION

Hybrid, based in Fairfax, VA

DATE POSTED

June 10, 2023