IT Support Analyst

Deliver premier service as a member of the IT Service Desk team driven to enable the credit union's mission to advance the lives of its members. Support end-users of the credit union's technical infrastructure and desktop computing environment including computers, printers, user accounts, security access, and software applications.

Major Duties and Responsibilities:

• Support individual business users as a member of the IT Service Desk team.
• Manage hardware and software incidents within the computing environment and escalate issues as necessary.
• Fulfill user requests for computing hardware and software setups.
• Perform user access administration for new and existing users.
• Perform standard system administration tasks within the company's core back-office systems.
• Unbox, setup and deploy new computers following defined procedures.
• Help the team administer IT asset inventory and maintain accuracy of asset tracking data.
• Coordinate with contracted third-party providers for repair of computers, printers, and peripherals.
• Provide onsite technical support at remote locations for project implementations and routine annual site visits.
• Administer network infrastructure and IP telephony as required by IT Network and Telecommunications team.
• Maintain proficiency in IT systems, policies, procedures and service management practices.

Expectations:

• Provide professional premier customer service to business end-users and IT team members.
• Dedication to immediate resolution of end-users' issues.
• Proactively take action and make decisions that benefit Service Desk customers.
• Accountable for decisions and activities that impact service delivery.
• Help ensure high system availability and security.
• Be engaged and collaborate as a valued member of the IT team.
• Complete support and project work assignments as required and on time.
• Abide by all applicable regulations, policies, and procedures.
• Continually evaluate current processes and make recommendations for improvements.

Knowledge, Skills, and Abilities:

• Must be experienced and skilled at delivering customer service.
• Ability to effectively analyze, troubleshoot, and resolve technical issues.
• Must be well organized.
• Effective at communicating with business end-users and team members.
• Self-driven, high performing, and seeking to continually improve service delivery.
• Must have good working knowledge of PC hardware and Microsoft Windows/Office systems.
• Ability to support end-users remotely using tools such as DameWare.
• Knowledge of Microsoft Active Directory, Microsoft 365, and Microsoft Exchange is a plus.
• Required to travel to remote sites (Up to 35% travel).
• Ability to safely lift and move IT equipment up to 50lbs.

Experience:

• One year professional work experience in IT career is preferred, but other relevant experience will be considered.
• Experience working with end users in an IT support environment.
• Experience supporting desktop computing infrastructure including PCs, applications, and printers.
• Experience working in a networked environment of several remote business locations is preferred.
• User access administration and network security experience preferred.
• Education: Bachelor's or Associate's Degree in Computer Science, Mathematics, Economics, Engineering or related field of study. Industry certifications in network/data technologies, desktop and/or user support preferred.