IT Operations Engineer

Job Description

Job Summary:

Independently support the IT infrastructure environment and/or facilities. Role may focus on maintenance, support and documentation/troubleshooting. Typically work as part of a team to implement IT solutions to business problems. Participate in projects.

Job-Specific Responsibilities:

The IT Operations Engineer is responsible for providing advanced technical support, systems administration, network administration, and infrastructure support for the Credit Union’s headquarters, branches, remote users, and technology environments. This position reports to the Senior IT Operations Manager and works closely with the IT team, business units, vendors, and management to maintain secure, reliable, and efficient technology services.

The IT Operations Engineer supports end-user computing, Microsoft Windows environments, Active Directory, Microsoft 365, network connectivity, firewalls, switches, wireless networks, servers, cloud-based applications, and business-critical Credit Union systems. The position also assists with technology projects, disaster recovery testing, vendor coordination, cybersecurity initiatives, and the evaluation and implementation of emerging technologies, including artificial intelligence (AI)-enabled tools and automation solutions.

Infrastructure and Systems Administration

• Administer, monitor, maintain, and troubleshoot Windows servers, workstations, virtual environments, storage systems, printers, and related infrastructure. -

• Support Microsoft Active Directory, Group Policy, DNS, DHCP, file and print services, user accounts, security groups, and access permissions.

• Assist with administration of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Intune, and related security and collaboration tools.

• Install, configure, test, upgrade, replace, and troubleshoot desktop computers, laptops, mobile devices, peripherals, operating systems, and software.

• Maintain system documentation, configuration records, asset inventories, network diagrams, and support procedures.

• Oversee the management of security technologies, including EDR, IAM, DLP, vulnerability and patch management and cloud security platforms.

• Support branch technology, including teller workstations, printers, scanners, network equipment, digital signage, video conferencing systems, and other business-critical devices.

Network Administration

• Monitor and troubleshoot LAN, WAN, VPN, wireless, internet, and branch connectivity issues.

• Assist with administration and configuration of firewalls, routers, switches, wireless access points, network segmentation, VLANs, and remote-access technologies.

• Troubleshoot TCP/IP, DNS, DHCP, routing, switching, VPN, wireless, and network performance issues.

• Assist with network security initiatives, including firewall rule reviews, secure remote access, network access controls, logging, monitoring, and incident response.

• Work with telecommunications, internet service providers, managed service providers, and other vendors to resolve service interruptions and maintain reliable connectivity.

• Participate in network upgrades, branch openings, office moves, technology refreshes, and infrastructure improvement projects.

Cybersecurity, Privacy, and Compliance

• Assist with implementation and maintenance of security controls, including multifactor authentication, endpoint protection, encryption, access controls, patch management, and secure configuration standards.

• Promptly report suspected phishing, malware, unauthorized access, lost devices, data exposure, or other security incidents.

Emerging Technology and Automation

• Establish AI security architecture standards aligned with the Credit Union’s AI governance framework. Support the responsible adoption of emerging technologies, including AI-enabled productivity, analytics, AI security, and automation tools.

• Partner with business leaders to evaluate AI and automation tools.

• Identify opportunities to automate recurring IT support, monitoring, reporting, provisioning, and maintenance activities.

• Assist with maintaining the Credit Union’s technology roadmap and identifying infrastructure improvements.

Physical Requirements:

• Ability to lift, move, install, or remove technology equipment weighing up to 50 pounds and work in equipment closets, branch locations, and other technology-support environments.

Qualifications

Basic Qualifications:

• Minimum of two years’ post-secondary education or relevant work experience

Additional Qualifications and Skills:

• Bachelor’s degree (or equivalent combination of education, certifications, and relevant work experience) in Information Technology, Computer Science, Network Administration, Cybersecurity, or a related field required.

• Minimum of three years of progressively responsible IT support, systems administration, infrastructure, or network-support experience required.

• Experience supporting Microsoft Windows desktop and server environments required.

• Experience with Active Directory, Group Policy, DNS, DHCP, Microsoft 365, and user-access administration required.

• Working knowledge of TCP/IP networking, routing, switching, VLANs, wireless networking, VPNs, and firewall concepts required.

• Experience troubleshooting hardware, software, endpoint, printer, mobile-device, and network-connectivity issues required.

• Strong customer service, communication, troubleshooting, and documentation skills.

• Ability to work independently and collaboratively as part of a team.

• Experience supporting a financial institution, credit union, bank, regulated organization, or similarly security-conscious environment.

• Experience with VMware, Hyper-V, Azure, Microsoft Intune, Microsoft Entra ID, Microsoft Defender, endpoint detection and response, or other cloud and virtualization technologies.

• Experience administering or supporting firewall platforms, managed switches, wireless networks, SD-WAN, VPNs, and network-monitoring tools.

• Experience with backup and disaster recovery technologies.

• Experience with IT service management, ticketing systems, asset management, and project management tools such as Wrike.

• Experience supporting core banking systems, digital banking platforms, teller systems, loan systems, ATM/ITM technology, branch technology, or other financial-services applications.

• Experience evaluating or supporting AI-enabled tools, automation platforms, scripting, workflow automation, data analytics, or modern cloud-based technology solutions.

• Experience with PowerShell, Microsoft Power Automate, or other scripting/automation tools.

• Relevant certifications are preferred, including:
• CompTIA A+, Network+, Security+, or similar certifications;

• Microsoft 365, Azure, Windows Server, or endpoint-management certifications;

• Cisco CCNA or comparable networking certification;

• ITIL Foundation; or VMware certifications

• Ability to lift, move, install, or remove technology equipment weighing up to 50 pounds and work in equipment closets, branch locations, and other technology-support environments.

Certificates and Licenses:

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

Additional Information

Standard Hours/Schedule:

• 35 hours per week

Visa Sponsorship Information:

• Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening:

• Identity, Education, Criminal, Credit, Certification/License, Motor Vehicle Record, Drug Test, DOT Physical, CORI, Employment, Prohibited Parties, Not Applicable

Other Information:

Onsite Requirements:

• This role is required to be on site at least 2 days per week.
• Must also participate in on-call rotation and provide after-hours, weekend, and holiday support as needed.
• Travel to branch and office locations in Cambridge, Somerville, and Boston as needed to support Credit Union operations.

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