IT Support Analyst
DescriptionPosition
Summary:
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.
Execute PC lifecycle refresh procedures to replace old computers with new computers.
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 Unified Communications as required by Senior IT Administrators.
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 is required.
Knowledge of Microsoft 365 and Microsoft Exchange Online, and Unified Communications is a plus.
Required to travel to remote sites (Up to 15% 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.
This job description is not a complete statement of all duties and responsibilities comprising this position.
Recommended Skills Administration Communication Coordinating Customer Service Economy Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
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.
Execute PC lifecycle refresh procedures to replace old computers with new computers.
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 Unified Communications as required by Senior IT Administrators.
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 is required.
Knowledge of Microsoft 365 and Microsoft Exchange Online, and Unified Communications is a plus.
Required to travel to remote sites (Up to 15% 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.
This job description is not a complete statement of all duties and responsibilities comprising this position.
Recommended Skills Administration Communication Coordinating Customer Service Economy Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
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