Description

IT End-User Support Analyst Job Description Job Description

Full-time/ Exempt position Reports to the Network Engineer Location: Credit Union of Atlanta

Objective:

Under the mentorship and daily direction of the Network Engineer, the IT End- User Support Analyst is responsible for providing Technical Support and incident resolution to end-user requests in a timely manner. The incumbent should be highly service-oriented and proactive in anticipating and resolving problems, performing root cause analysis by troubleshooting and maximizing efficient use of computing resources. This may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Primary Responsibilities:

• Provides assistance to internal inquiries from end-users via telephone, email or in person in a courteous manner; providing exceptional support and service while demonstrating the appropriate sense of urgency and priority associated with the Credit Union’s critical processes.

• Records, tracks, and documents the helpdesk request problem-solving process, and actions taken through the final resolution.

• Keeps the network computing systems efficient and ensures computing standards are implemented and enforced. Interacts and coordinates with the IDB and core vendor engineers and partners to troubleshoot and resolved network issues.

• Accesses applicable software updates, drivers, knowledge base and “frequently asked questions” resources on the Internet to aid in problem resolution.

• Reconciles the monthly network hardware/software inventory.

• Assists with various IT projects as assigned

• Performs related duties consistent with the scope and intent of the position.

• Assists Network Engineer with maintaining documentation for network connectivity of all servers, workstations, telephony equipment, fax machines, other network appliances, network design and configuration, network mapping, network cabling,

backup, disaster methodologies and procedures, connectivity infrastructure processes, and service records.

• Assisting with the designing, deploying, documenting, and maintaining computer networks, systems and devices includes software, next generation-firewalls, virtual private networks (VPN’s), wide area networks (WAN’s), local area networks (LAN’s), virtual local networks (VLAN’s), routers, switches, hubs, UPSs, and other physical network-related hardware.

• Helping to oversee daily operation of the Credit Union’s network, routing switching, voice, ACD/VOIP/telecom services, and VMware virtualization infrastructure.

• Any assisting with all other duties as assigned

Requirements

Requirements:

• Ability to communicate, clearly and professionally, with outside vendors and partners, as needed.

• At least 3 years of experience in a related field required.

• Strong experience in hardware and software installation and configuration.

• Experience supporting Windows Platform, preferably in a financial Institution

• Any combination of education, certification and/or experience equivalent to a bachelor's degree in information systems or related field with hands on experience with LAN/WAN technology.

• Project Management experience preferable

• Experience troubleshooting different issues related to hardware and software, including printer problems.

• Driven to further develop and integrate enterprise business processes with technology.

• Familiarity with network protocols, and operating system configuration.

• Experience creating reports using Excel, preparing presentations in PowerPoint and documenting procedures using Word.

• Experience and knowledge in working with various web presentation platforms.

• General knowledge of storage technologies such as SAN or NAS, and directory services. Proven experience with systems planning, security principles, and general software management best practices.