IT Support Analyst

General Summary (What is done and why)

The IT Support Analyst is the first level of technical support for end-user support for Credit Union staff. Supported technologies include Windows operating systems, enterprise applications, Microsoft Office, laptop, desktop and mobile devices. This position will be the first line of contact for end-users for all computing needs, providing basic support and troubleshooting for all computer hardware, software, peripherals, mobile devices and network access. This position will require regular weekend (rotating Saturday coverage) and evening work.

Essential Functions, in Priority Order (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

• Incident/Service Request Management: Triage incoming tickets, work to resolve Level 1 tickets, follow escalation process to coordinate resolution of Level 2 tickets, follow up on incidents and service requests as needed. Troubleshoot and resolve customer problems, maintain a customer-friendly atmosphere and work proactively to provide customer a great experience. Time: 80%
• Knowledge Management: Individually contribute and collaborate with other teams to provide and maintain content for internal IT Knowledge-base. Time: 10%
• Participate on cross-functional teams as directed. Time: 10%

Education (Minimum education required to perform the duties of this position)

• Associates degree in Computer Science, Information Systems or related field or and one year of related work experience required.

Experience (Minimum experience required to perform the duties of this position)

In addition to the education requirement:

• 1 or more years of experience installing, configuring and troubleshooting desktop/laptop equipment or technical customer service (or service desk role) required.
• HDI certification required within first 3 months of employment.
• One industry leading certification preferred. (Network , Security , Server , MTA, CCENT, etc.) preferred.

Knowledge, Skills and Abilities (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Excellent technical knowledge of PC internal components, including internal cards such as NICs, hard drives, memory, power supplies.
• Intermediate experience with hands-on hardware troubleshooting.
• Intermediate knowledge of Windows operating systems and Microsoft Office products.
• Effective communication skills.
• Strong attention to detail and an affinity for accuracy.
• Excellent phone etiquette.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation and OEM guides.

Required Competencies

• Problem Solving
• Dealing with Ambiguity
• Drive for Results
• Time Management
• Customer and Member Focus
• Integrity and Trust
• Self-Development
• Demonstrates Courage
• Interpersonal Savvy
• Business Acumen

Mental Requirements

• Positive mental attitude
• Attention to detail and an affinity for accuracy
• Ability to withstand a moderate amount of stress
• Analysis and interpretation of systems (hardware and software) used within the organization to implement system performance, security and efficiency standards.
• Strong conceptual, practical application, and problem-solving skills and techniques.

Tools and Equipment Used

• Personal computers (desktop and laptop)
• File, Print and Application Servers
• Printers and other general office equipment
• ITSM Application
• Diagnostic and benchmarking utilities
• Remote control and management tools such as SCCM, RDP, and WebEx
• Carry and respond to cellular phone as determined by manager

Working Relationships / Contacts (Positions with which incumbent has frequent contact)

• Daily, personal/written/phone contact with management
• Daily, personal/written/phone contract with IT staff
• Daily, personal/written/phone contact with Credit Union staff
• As necessary, personal/written/phone contact with strategic partners and vendors

Physical Demands (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from prolonged work at the computer. Individual must be able to travel to complete applicable assignments, projects and training. Deadlines, workloads and pressure to achieve goals may cause increased stress levels. Individual must be capable of maneuvering under and around office furniture.

Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate- controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable: long hours may be required to accommodate deadlines. This position will require regular weekend (rotating Saturday coverage) and evening work.

External-Minimal travel is required; however, information on environmental conditions.

EOE/Vets/Disability