POSITION PURPOSE
This position will evaluate and ensure maximum performance and availability is provided from every aspect of the network infrastructure. This position will be responsible for the day to day support, design, installation, and maintenance of production environments, while preserving excellent communication and documentation skills within a highly secured environment. This position will also provide; expert-level application and data integrity problem resolution; translate complex business requirements into programs, reports, and functions that facilitate the Credit Union's core mission, while identifying opportunities to improve member's experience; provide technical support and guidance for users; mentor other network support and client server specialists and plan, coordinate, and implement network security measures.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
RESPONSIBLE FOR NETWORK
Leads in the design, implementation, and maintenance of the corporate network and co-location facilities, ensuring connectivity with vendor partners, members, and employees.
Implements configuration changes to components of the corporate LAN, WAN, and related networks.
Maintains accurate records of maintenance and security measures associated with the company’s voice and data networks.
Collaborates with IT team members and business units to assess and resolve network related issues.
Installs, configures and maintains company routers, switches, firewalls, appliances, and related peripheral equipment.
Acts as systems administrator for a Citrix VDI environment.
Acts as the technical representative for enterprise-level strategic projects, ensuring milestone deadlines are met as well as completing project tasks.
Provides specialized technical assistance in the development of new projects and systems regarding network capacity and planning.
Researches new technologies and implementation strategies as well as recommends and implements improvements relative to network performance.
Adheres to and enforces established corporate change management and project management processes related to the Credit Union’s network infrastructure.
Responsible for timely patch management and reports monthly on status.
RESPONSIBLE FOR ESTABLISHING AND MAINTAINING GOOD COMMUNICATIONS AND COORDINATION WITH USERS IN A MANNER EXEMPLIFYING THE ORGANIZATION’S WE SERVE, WE LEARN AND TEACH AND ONE TEAM CORE VALUES.
- Responds promptly to user's requests, ideas, problems, and concerns.
- Communicates effectively in both verbal and written form showcasing the skill of explaining technical concepts in non-technical terms to users with a clear, easy to understand format.
- Serves as escalation point for more advanced Helpdesk tickets.
RESPONSIBLE FOR ASSESSING ESTABLISHED PRACTICES IN THE DEPARTMENT THROUGH THE LENS OF OUR CORE VALUE, BETTER SIMPLER, FASTER, TO PREDICT AND PREVENT FUTURE PROBLEMS. THIS POSITION WILL BE VIEWED AS A TRUSTED ADVISOR TO SENIOR LEADERSHIP.
- Keeps management informed of significant problems and progress attained in reaching set objectives.
- Provides recommendations to establish new and more effective programs and future equipment needs.
- Provides technical support to computer operations and programming staff. Serves as a resource to other staff and provides appropriate user support as assigned.
- Provides guidance and acts as a resource to others in the Technology Department.
- Prepares reports of changes, discussing what was done and ramifications.
- Promotes and ensures all documentation is maintained and updated in the Department Knowledge Center Atlassian Confluence.
- Attends and participates in all meetings, trainings, and committees as required.
RESPONSIBLE FOR SECURITY INFRASTRUCTURE & DISASTER RECOVERY FOR ALL IT SYSTEMS
- Analyzes data from monitoring systems and creates proactive solutions to protect the security infrastructure.
- Document, report, investigate all cybersecurity incidents.
- Assist in executing business continuity and disaster recovery procedures for all IT systems as it relates to network and telecom infrastructure.
- Focus on working with third-party vendors to bolster the security posture of the network.
- Stay up to date on security standards and annually complete the CAT/ACET NCUA/FFIEC assessments.
- Resolve all findings from annual third-party audits related to the Network and Security Infrastructure.
ASSUME RESPONSIBILITY FOR RELATED DUTIES AS REQUIRED OR ASSIGNED
- Stays abreast of changes in technology, including a desire to update skills regularly to stay current with changes.
- Available for after-hours on-call support. Carry and respond to cell phone calls and/or texts.
- Participates in community and civic events to promote awareness of the Credit Union in the community.
- Provides day-to-day oversight responsibility for ensuring compliance with regulatory laws as they relate to functions within their department to include Bank Secrecy Act compliance.
- Attends and participates in all meetings, trainings and committees as required.
- Serve as back-up for VP of Technology and as point of contact for Credit Union staff.
- Ensures that work area is clean, secure, and well maintained.
- Completes special projects as assigned by management.
PERFORMANCE MEASUREMENTS
- Current applications are continually and effectively analyzed to ensure that information and security needs are met. Updates, enhances and customizes programs as needed.
- Maintains data and program integrity.
- Tasks are completed on schedule.
- Users can effectively utilize established systems and are comfortable and satisfied with them.
- Good working relations exist with users. Users' concerns are promptly addressed, and any problems effectively resolved.
- Required reports are timely, accurate, and complete.
- Informs the management of area activities and any significant problems.
- Effectively trains, coaches, and coordinates with all Technology staff.
- Recommends improvements in policies, procedures and programming functions.
- Fortera Core Values are satisfactorily demonstrated.
SPECIAL NOTE: FORTERA FEDERAL CREDIT UNION IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO AGE, SEX, RACE, COLOR, NATIONAL ORIGIN, DISABILITY, PREGNANCY, GENETIC INFORMATION, RELIGIOUS PREFERENCE, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR ANY OTHER TRAIT PROTECTED BY STATE OR FEDERAL LAW.
PLEASE BE ADVISED, VISA SPONSORSHIP IS NOT AVAILABLE FOR THIS POSITION.
Required Skills
REQUIRED SKILLS/ABILITIES:
- Accurately assess cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
- Strong time management skills with the ability to manage multiple projects concurrently with strong prioritization skills.
- Able to conduct effective business analysis.
- Strong customer service skills and willingness to assist others.
- Strong interpersonal and supervisory abilities.
- Able to communicate complex information clearly.
- Strong analytical and critical thinking skills. Attentive to detail.
- Able to integrate technologies with existing infrastructure and products.
- Able to work well under pressure while always promoting a professional image of the Credit Union.
- Able to collaborate effectively within, as well as outside of, the Technology department.
- Able to provide technical and application support.
- Able to meet deadlines and maintain and effective and efficient workflow.
- Regular and predictable attendance.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
TALKING:
- Especially where one must convey detailed or important instructions or ideas accurately, loudly, or quickly.
STOOPING:
- Bending downward and forward at the waist. Requires full use of lower extremities and back muscles.
KNEELING:
- Resting on knee or knees.
REACHING:
- Extending hand(s) and arm(s) in any direction.
FINGER DEXTERITY:
- Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
LIFTING:
- Using the upper body and back muscles to lift objects.
GRASPING:
- Using fingers to palm an object.
REPETITIVE MOTIONS:
- Movements frequently and regularly required using the wrists, hands, and/or fingers.
AVERAGE HEARING:
- Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES:
- Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
PHYSICAL STRENGTH:
- Sitting most of the time. Exerts up to 50 lbs. occasionally, and/or up to 20 lbs. frequently.
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY:
- Ability to deal with a variety of variables under only limited standardization.
- Able to interpret various instructions.
MATHEMATICS ABILITY:
- Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
- Able to perform very simple algebra.
LANGUAGE ABILITY: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
- Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar.
- Ability to communicate directly with appropriate pauses and emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.
Required Experience
EDUCATION/CERTIFICATION:
- High school diploma or equivalent with 2 years of additional computer training or an equivalent combination of education, training and experience. Bachelor's degree in computer science or a related technical field preferred.
- Valid driver's license.
- Security+, Network+ or equivalent certification; CCNA or CCNP preferred
REQUIRED KNOWLEDGE:
- Understanding of financial institution operations and technology needs preferred.
- Working knowledge of business software applications to include MS Office/0365.
- Knowledge of Network operations and related computer hardware and software.
- Knowledge of network technologies such as Active Directory, SMB, SMTP, TCP/IP, DNS, FTP and SSH.
- Knowledge of information security standards such as NIST 53, CAT/ACET, NCUA and FFIEC handbooks.
- Knowledge of telecommunications technologies and circuits.
EXPERIENCE REQUIRED:
- Minimum 7 years of experience with PC hardware and software configuration and network support functions - preferably in a financial environment.
EXPERIENCE PREFERRED:
Citrix: XenDesktop | PVS | XenServer | XenApp | Netscaler | StoreFront
VMware: ESXi | vCenter | SRM
Cisco: IOS | ASA | UCS
Microsoft: AD | Exchange | SQL | 0365
OS: Windows | Windows Server | IBM AIX
Knowledge of information security standards such as NIST 53, CAT/ACET, NCUA and FFIEC handbooks.