IT Help Desk Technician II

MIT Federal Credit Union; Lexington (MA); On-site; USD 65,000 - 95,000; Full time

Job summary

MIT Federal Credit Union is seeking an IT/Operations Support Specialist to provide advanced Tier 2 technical support for its computing environment. The role focuses on security, availability, and performance across systems and infrastructure, while serving as a pivotal escalation point for complex hardware, software, network, and cloud issues.

The ideal candidate has 5+ years of progressive IT support experience, strong Windows troubleshooting skills, and relevant IT certifications.

Qualifications

• High school diploma or equivalent; associate/bachelor preferred.
• 5+ years of progressive computer user support experience.
• Working knowledge of common software applications, operating systems, and IT support processes.
• Microsoft certifications preferred; CompTIA certs a plus.
• Experience troubleshooting and maintaining PCs in a Windows environment.
• Financial institution or regulated environment experience preferred.
• Must lift up to 50 lbs and be able to kneel/under-desk work.
• Periodic on-call availability and overtime.

Responsibilities

• Provide Tier 2 escalation support for hardware, software, network, and cloud issues.
• Ensure security, availability, and performance of systems and infrastructure.
• Deliver high standard of customer service to members and employees.
• Minimize downtime and improve IT service delivery within MIT FCU policies.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Education

Associate degree in Information Technology

Bachelor’s degree in Computer Science or related field

Tools

Windows OS

Microsoft 365

Azure Fundamentals

CompTIA A+/Network+/Security+

Job description

Posting Summary:

The IT/Operations Support Specialist provides advanced technical support for MIT Federal Credit Union's (MIT FCU) computing environment, ensuring the security, availability, and performance of all systems and infrastructure. This role serves as a Tier 2 escalation point, diagnosing and resolving complex hardware, software, network, and cloud-based issues while delivering a high standard of customer service to members and employees. The IT/Operations Support Specialist combines technical expertise with an understanding of credit union operations to minimize downtime, maintain compliance, and continuously improve IT service delivery.

Job Requirements:

High school diploma or equivalent required; associate or bachelor’s degree in information technology, Computer Science, or a related field preferred. Minimum of five (5) years of progressively responsible computer user support experience required. Working knowledge of common software applications, operating systems, and IT support processes required. Microsoft certification (e.g., Microsoft 365 Certified, Azure Fundamentals) preferred; CompTIA A+, Network+, or Security+ a plus. Demonstrated experience troubleshooting and maintaining PCs in a Windows environment. Experience in a financial institution or regulated environment preferred. Must be able to kneel and physically maneuver under desks to install or repair equipment. Periodic on-call availability and overtime work required. Must be able to lift up to 50 lbs.

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