IT Help Desk Technician II

This position provides advanced IT and operations support for MIT Federal Credit Union’s member and employee computing environment, with Tier 2 responsibility for complex escalations. The role emphasizes secure, reliable, and compliant technology services delivered with a high standard of customer care.

Role Overview

The IT Help Desk Technician II serves as an advanced technical resource for MIT Federal Credit Union (MIT FCU), supporting systems and infrastructure used by members and staff. The role functions as a Tier 2 escalation point to diagnose and resolve complex issues across hardware, software, network, and cloud-based technologies.

Key Responsibilities

• Provide advanced technical support for MIT FCU’s computing environment, helping maintain security, availability, and performance across systems and infrastructure.
• Act as a Tier 2 escalation point, diagnosing and resolving complex hardware, software, network, and cloud-based issues.
• Maintain a high standard of customer service for members and employees.
• Apply technical expertise alongside an understanding of credit union operations to minimize downtime, support compliance, and improve IT service delivery over time.

Minimum Requirements

• High school diploma or equivalent.
• A minimum of five years of progressively responsible computer user support experience.
• Working knowledge of common software applications, operating systems, and IT support processes.
• Demonstrated experience troubleshooting and maintaining PCs in a Windows environment.
• Ability to kneel and maneuver under desks to install or repair equipment.
• Periodic on-call availability and overtime work.
• Ability to lift up to 50 lbs.

Required Qualifications

High school diploma or equivalent; at least five years of progressively responsible computer user support experience; working knowledge of common software applications, operating systems, and IT support processes; and demonstrated experience troubleshooting and maintaining PCs in a Windows environment.

Preferred Qualifications

• Microsoft certification (for example, Microsoft 365 Certified, Azure Fundamentals).
• CompTIA certifications such as A+, Network+, or Security+.
• Experience in a financial institution or a regulated environment.
• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field.

Compensation and Employment Details

• Location: Cambridge, MA (hybrid)
• Pay Range: USD $32.00 to $38.50 per hour
• Employment Type: Full-time (Hybrid)
• Employment Category: Non-Exempt
• Pay Grade: 6
• Visa Sponsorship: No
• Functional Area: Credit Union
• Department: Credit Union
• School Area: Credit Union
• Job Number: 25911

Additional Information

The full posting description is available at: IT-Help-Desk-Technician-II.docx.