Workforce Technologist

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.
 
Berkshire Hathaway HomeServices PenFed Realty (PenFed Realty), a wholly owned subsidiary of PenFed Credit Union (PenFed), is hiring a (Hybrid) Workforce Technologist at our Baltimore, Maryland or Gaithersburg, Maryland office. The primary purpose of this job is to ensure that BHHS PenFed Realty IT customers and employees receive exceptional service and technical support. This role assists in monitoring, installation, configuration, troubleshooting, and maintenance of workstation, server, telecommunications, network systems, printers, and peripherals for PenFed affiliated companies and assigned customers.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. 

• Provide excellent service while fulfilling IT customer requests or resolving IT customer problems.
• Respond to requests for technical support in a timely, professional manner and facilitate immediate resolution when possible.
• Provision, deploy and manage IT infrastructure devices used by the workforce. These include but are not limited to: laptops, desktops, copiers, conference room technology, Smart TVs, VOIP phones and mobile devices.
• Provide subject matter expertise for assigned topics and technology, and support knowledge transfer.
• Accurately update the company’s asset management system.
• Provide one-on-one and group training for peers and customers. This would include IT Onboarding, training on new technologies, hardware/software and process changes.
• Develop and maintain technical documentation and training materials related to system administration and operations.
• Provide technical support and assist IT customers in the use of hardware and software.
• Resolve routine hardware and software problems using diagnostic tools to troubleshoot equipment, network, or application errors; engage senior staff for more complex problems.
• Image and configure workstations in accordance with PenFed Realty procedures.
• Perform additional duties as needed to support the success of the team and organization.
• Requires ability to work after-hours and being “on-call” in order to limit impact/exposure to internal and external customers.
• Continuous skills enhancement to support a dynamic technical environment is required.
• Support a culture of continuous improvement.

Equivalent combination of education and experience is considered.

• 1-3 year(s) experience supporting end-users in a networking environment, or a combination of education and work experience that provides the necessary skills to perform the essential job functions is required.
• Google Workspace Administration experience is preferred.
• Bachelor’s degree in a related field or equivalent experience is preferred.
• Excellent customer relations and both verbal and written communication skills required.
• Strong general knowledge of Microsoft Windows 10 and 11  is required. Mac OS experience is a plus.
• Requires solid working knowledge of personal computer software and hardware, particularly Google Workspace and Microsoft Office/365. Knowledge of common personal computer peripherals (printers, print-servers, modems).
• Solid understanding of network technologies, Ethernet, Gig-E, Fast Ethernet, Network Security Design, Firewall, Route filtering, wireless access points, DNS, VPN, Network Architecture, Database and OS Security, Anti-Virus, Active Directory, routing/switching protocols/technology, and an in depth knowledge of TCP/IP.
• Ability to manage a physical infrastructure - including cable termination, patching and labeling – is required. Requires occasional running, terminating, and troubleshooting data cabling.
• Must be able to work independently with minimum supervision. Require good organizational skills, strong research skills, and problem-solving skills.
• Demonstrated ability to manage rapidly changing priorities, the ability to successfully plan and coordinate projects across geographic areas and offices, and accustomed to working in a fast paced sales environment.

Licenses and Certifications

CompTIA A , CompTIA Net , CompTIA Security , M365 Admin, Google Workspace and/or ITIL Foundations certificates are preferred

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.  

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

<25% travel using a personal vehicle with mileage reimbursement.  Reliable transportation is required.  Traveling/driving to customer locations and occasional overnight travel may be required.