IT Specialist II

Are you ready for an exciting career in the financial services industry?  If so, Andrews Federal is the place for you!  Andrews Federal is a transformative, international financial institution, proud to serve our military and communities. Our top priority remains to help our members achieve financial wellness.

With a positive workplace culture embedded in every aspect of our DNA, our organization has been certified as a Great Place to Work for 3 years.  Andrews Federal offers a highly competitive compensation and benefits package to maintain a happy and healthy workforce.

As our organization continues to thrive, we seek a highly motivated workforce that is not afraid to provide innovative solutions within the financial services industry.  Our leaders encourage collaboration and new ideas as we continue to serve our global membership.

Some of the perks of working at Andrews Federal include:

• 12 paid holidays a year including your birthday
• Affordable healthcare plans and Employer Paid FSA accounts
• Career development, training opportunities, career coaching, and tuition reimbursement
• Retirement plans with a competitive matching option
• Childcare stipend to help working families

PRIMARY FUNCTION: The IT Specialist II provides onsite and remote technical support for Andrews Federal Credit Union's overseas operations. This position supports workstations, laptops, mobile devices, Microsoft 365 applications, branch technology, network connectivity, telecommunications, servers, and related IT infrastructure.

The IT Specialist II performs routine installation, maintenance, troubleshooting, equipment replacement, and technical support while coordinating more complex infrastructure, network, security, and systems issues with the appropriate stateside engineering teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide Level I and Level II technical support to Credit Union employees at overseas locations, both onsite and remotely. Troubleshoot hardware, software, operating system, application, printing, peripheral, and connectivity issues.
2. Serve as the primary onsite IT contact for overseas operations and coordinate technical issues, projects, equipment deployments, and escalations with stateside Infrastructure, Network Engineering, Information Security, application support teams, and outside vendors.
3. Manage IT incidents and service requests by documenting, prioritizing, troubleshooting, resolving, and escalating issues as appropriate. Maintain accurate ticket records and keep users informed through resolution.
4. Install, configure, deploy, maintain, troubleshoot, and replace endpoint equipment, including workstations, laptops, mobile devices, printers, monitors, peripherals, and approved software. Diagnose hardware problems and replace or upgrade supported components as needed.
5. Provide Microsoft 365 and user-access support, including Outlook, Teams, OneDrive, Microsoft Office applications, account access, authentication, and approved onboarding, transfer, and offboarding activities. Escalate administrative or platform-level issues when necessary.
6. Perform first- and second-level network and infrastructure troubleshooting, including wired and wireless connectivity, VPNs, cabling, switches, data closets, and branch network equipment. Perform routine Windows Server troubleshooting as directed and escalate advanced network or server issues to stateside engineering teams.
7. Support branch technology and telecommunications, including ATMs, printers, scanners, network-connected devices, Microsoft Teams voice services, and other branch equipment. Coordinate application, transaction, or vendor-specific issues with the appropriate internal team or service provider.
8. Maintain accurate IT asset inventory and equipment accountability for overseas locations. Support the full equipment lifecycle, including deployment, transfer, replacement, inventory reconciliation, and decommissioning.
9. Support Credit Union information security and technology standards by following established security requirements, assisting with endpoint and infrastructure compliance, validating approved updates and configurations, and promptly escalating suspected security incidents, vulnerabilities, or unauthorized activity.
10. Maintain technical documentation and participate in technology projects affecting overseas locations, including upgrades, migrations, deployments, and branch installations. Travel to overseas branches and participate in after-hours or on-call support as required.

BASIC REQUIREMENTS

• Strong working knowledge of Microsoft Windows desktop operating systems and common business applications.
• Working knowledge of Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Microsoft Office.
• Working knowledge of TCP/IP networking and the ability to troubleshoot wired, wireless, VPN, and general network connectivity issues.
• Working knowledge of Microsoft Windows Server environments sufficient to perform routine troubleshooting and support under the direction of Systems Engineering.
• Ability to troubleshoot, configure, repair, and support workstations, laptops, mobile devices, printers, peripherals, and other IT equipment.
• Ability to diagnose technical problems, determine appropriate corrective action, and recognize when an issue should be escalated to Systems Engineering, Network Engineering, Information Security, application support, or an outside vendor.
• Ability to accurately document technical issues, troubleshooting steps, equipment information, configurations, and resolutions.
• Ability to work independently, manage competing priorities, respond to operational issues, and complete assignments within established deadlines.
• Strong customer service and communication skills, with the ability to explain technical information clearly to employees with varying levels of technical knowledge.
• Ability to handle confidential information, credentials, systems, and sensitive Credit Union data with a high degree of discretion and professionalism, including willingness to work outside normal business hours when operational needs require.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant professional experience.
• Three to five years of experience providing technical support for computer hardware, Windows operating systems, business applications, network-connected devices, and related IT systems.
• Experience supporting and troubleshooting Microsoft Windows desktop operating systems.
• Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Microsoft Office.
• Experience troubleshooting IP network connectivity, wired and wireless networks, VPN connections, and common network-related issues.
• Experience with workstation deployment, hardware troubleshooting, software installation, peripheral support, and IT equipment lifecycle management.
• Experience using IT service management or ticketing systems to document, prioritize, resolve, and escalate incidents and service requests.
• Experience working independently, managing multiple technical assignments, and coordinating with remote engineering, support, and vendor teams.
• Experience supporting technology in a financial institution, regulated organization, or similarly structured business environment is preferred.
• Experience working with U.S. Department of Defense or military IT organizations is a plus. Prior military service and fluency in German are also considered beneficial.

PHYSICAL REQUIREMENTS: The physical demands described below represent those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit; use hands and fingers to handle equipment; reach with hands and arms; and see, speak, and hear.
• Frequently required to stand, walk, carry, push, or pull equipment.
• May occasionally be required to climb, bend, kneel, or squat while installing, troubleshooting, or replacing equipment.
• Must regularly be able to lift and/or move equipment weighing approximately 20–35 pounds and occasionally lift or move equipment weighing approximately 35–80 pounds.

Pay Range:

$56,374.84 to $70,468.55

In accordance with the Americans with Disabilities Act, requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.