Join our Team at Altana Federal Credit Union!

At Altana, we're more than a financial institution. We're a community built on relationships, trust, and a genuine commitment to improving the financial well-being of our members and the communities we serve. We believe in doing what's right, supporting one another, and creating meaningful connections that make a lasting difference.

Guided by our CARES values of Connection, Altruistic, Revolutionary, Empowering, and Synergistic, we foster a culture where people are valued, ideas are welcomed, and success is shared. We're proud of the impact we make together and the relationships that have made Altana a trusted part of our communities for generations.

Position Summary

The IT Desktop & Network Specialist keeps Altana Federal Credit Union’s end-user devices, branch networks, and member-facing technology running securely across all 12 locations. This is a hands-on role that resolves staff support requests, maintains workstations and branch network equipment, administers user access in Microsoft 365, Active Directory and Symitar, and supports the security and compliance controls expected of a National Credit Union Administration (NCUA)-regulated institution. The position works closely with the VP of IT and serves as a documented, cross-trained backup for core IT functions.

Essential Duties and Responsibilities

Desktop and End-User Support 

• Provide technical support to employees at all branches by phone, ticket, remote session, or in person. Resolve issues when possible, escalate when needed, and confirm the issue has been resolved.
• Image, deploy, configure, patch and retire Windows workstations, laptops, teller and member service PCs, printers, scanners, receipt printers and other peripherals.
• Manage endpoints through Microsoft Intune and Group Policy, including software deployment, configuration baselines and device compliance.
• Support Microsoft 365 apps (Outlook, OneDrive) and Zoom Phone headsets, softphones and call queues.
• Administer, maintain, and troubleshoot SharePoint sites and solutions.
• Maintain the hardware and software inventory and support lifecycle planning for device refreshes.
• Document fixes and procedures in the ticketing system and IT knowledge base so other team members can follow and apply the same solutions.

Network and Infrastructure

• Support reliable branch connectivity by installing, configuring, and troubleshooting network equipment, including Cisco switches, wireless access points, VLANs, firewalls, and network circuits.
• Monitor network performance, internet connections, VPNs, and remote access. Submit and track service requests with carriers until issues are resolved.
• Maintain network diagrams, IP address records, cabling and rack documentation for every location.
• Assist with server, virtualization, backup, and data restoration, including verifying daily backups and participating in disaster recovery testing.
• Provide technology support for branch openings, relocations, remodels, and closures, including coordinating low-voltage cabling and completing final system transitions.

Security, Access and Compliance

• Create, modify and disable user accounts in hybrid Active Directory/Entra ID, Microsoft 365 and Jack Henry Symitar according to role-based procedures. Complete onboarding and termination of access requests within established timeframes.
• Apply operating system and third-party software patches and address vulnerabilities within required policy timeframes.
• Monitor security alerts from endpoint protection, Mimecast email security, Cisco Umbrella, and Blumira SIEM. Investigate potential threats, take appropriate corrective action, and escalate serious concerns as needed.
• Maintain and troubleshoot physical security technology, including Keyscan Aurora access controls and camera and DVR connectivity.
• Gather evidence and documentation for NCUA examinations, IT audits, information security and regulatory compliance reviews. Following established change-management procedures for all production system changes.
• Support security awareness efforts and follow established procedures for protecting members’ nonpublic personal information.

Branch, Member-Facing and Core Systems

• Monitor ATM and ITM availability and connectivity, coordinate service with vendors, and track issues through resolution.  
• Provide first-line support for Symitar workstations, printing and related integrations. Escalate core system issues to the appropriate provider when needed.  
• Maintain and troubleshoot network-connected branch equipment, including teller cash recyclers, coin machines, and card printers.
• Coordinate installations, upgrades, and scheduled maintenance with vendors and technology partners.

Other Duties

• Serve as a cross-trained backup for core IT functions documented by the VP of IT.
• Participate in after-hours scheduled maintenance, disaster recovery, and business continuity testing.
• Perform other related duties as assigned.

Qualifications: Experience and Education

Required Qualifications:

• Education: An associate’s degree in information technology or a related field, or equivalent work experience
• Experience: At least 3 years of desktop support, help desk or network support experience in a multi-site business environment.
• Certifications: CompTIA  A+ and Network+, or equivalent demonstrated skills.

Preferred Qualifications:

• Experience in a credit union, bank or other regulated financial institution.
• Hands-on experience administering users and supporting workstations in Jack Henry Symitar (Episys).
• Experience with Cisco Catalyst switches, Cisco Umbrella, Mimecast, Microsoft Intune and security information and event management (SIEM) platforms, such as Blumira.
• Experience in supporting automated teller machines (ATMs), interactive teller machines (ITMs), cash recyclers or other branch banking equipment.
• CompTIA Secruity+, Microsoft 365 Certified: Endpoint Administrator Associate, Cisco Certified Network Associate (CCNA), or comparable certification.
• Familiarity with information technology requirements established by the National Credit Union Administration (NCUA), Federal Financial Institutions Examination Council (FFIEC), Gramm-Leach-Bliley Act (GLBA), and Bank Secrecy Act (BSA)
• Experience supporting Zoom Phone or another cloud-based VoIP system.
• Experience installing, terminating, or troubleshooting low-voltage network cabling.

Knowledge, Skills, and Abilities

Technical Knowledge

• Experience supporting Microsoft Windows Server and Windows 11 environments, including Active Directory, Entra ID, Group Policy, Microsoft 365, imaging and troubleshooting. 
• Strong understanding of network connectivity and troubleshooting, including IP addressing, DNS, DHCP, VLANS, switches, wireless networks, and VPNs.
• Endpoint security, patch management and basic incident handling.
• Ticketing systems and remote support tools.

Skills and Abilities

• Communicate technical information clearly and patiently to non-technical employees, both in person and by phone.
• Use sound judgement to resolve issues independently, escalate when appropriate, and seek guidance when needed.
• Create clear, accurate documentation that other technicians can easily follow.
• Manage multiple support requests across all locations, prioritize competing needs, and meet deadlines with minimal supervision.
• Ability to maintain strict confidentiality of member and employee information.

Physical Demands and Working Conditions:

• Work environment: Work is performed in a professional office and branch environments, server rooms, network closets, and occasionally in crawl spaces or above ceilings during equipment installations.  
• Travel: Regular travel to Altana FCU locations, sometimes on short notice. A credit union vehicle or mileage reimbursement will be provided in accordance with policy.
• Work Schedule: Typical hours will be from 8:00 AM - 5:00 PM. Some after-hours, weekend or holiday work may be required for scheduled maintenance, branch projects, system outages, buisness continuity and disaster recovery testing, other emergencies. 
• Physical demands: This position requires extended sitting and frequent computer and phone use. It also involves standing, bending, kneeling, crawling under desks and reaching above shoulder level, climbing ladders, lifting or carrying equipment up to 50 pounds.
• Vision: Close vision and the ability to distinguish colors.
• Workplace safety: Employees must remain aware of potential security risks associated with working in a financial institution and follow all established safety and security procedures.

Why You'll Love Working Here

At Altana, we believe great leaders make a difference not just through results, but through the people they inspire, develop, and support along the way.

You'll join a team that values collaboration, trusts one another, and works together to serve our members and communities. Here, your leadership matters, your perspective matters, and the impact you make will be felt across the organization.

If you're ready to make a meaningful impact with a team that puts people first every day, we'd love to meet you.