IT Support Analyst II

IT Support Analyst II

Primary Duties and Responsibilities:


General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities.

Overview:


As a part of the IT Operations Team, the Support Analyst leverages troubleshooting and problem solving skills to provide quality Tier 1 support for all users of the credit union, providing excellent service, quick response, and efficient and complete resolution to all issues.


Essential Responsibilities:

• Use solid understanding of common IT concepts, including hardware, software, networking, and operating systems to provide Tier 1 support for IT support issues
• Diagnose and resolve common technical issues faced by end-users (e.g., printer problems, login issues, software glitches)
• Guide end-users through basic troubleshooting steps (e.g., rebooting, checking cables).
• Provide IT Inventory control and maintenance
• Handle multiple tickets simultaneously using time management and quick response
• Communication with end users via direct contact or electronic means such as email or teams
• In-Person desktop support for end users
• Computer and peripheral deployment across all departments
• Travel between branches in company owned vehicle
• Work in a ticketing system meeting company defined SLAs and Documentation Standards
• Work with Microsoft Active Directory and Microsoft 365
• Maintain a professional demeanor, even under pressure and ensuring end-users feel supported
• Collaborate with other support tiers and departments effectively as needed
• Properly document incidents and service requests ensuring smooth handoffs and historical records

Education and Experience:

• High School Diploma or GED required; Associate degree in IT/Computer Science required
• 3+ Years of experience performing Tier 1 support or mix of experience and schooling/certifications
• IT Professional Certifications i.e. CompTIA A+ or Network+
• Familiarity with ticketing systems (such as ServiceNow, Jira, or Solarwinds) is essential for logging and tracking incidents.

Knowledge, Skills, and Abilities:

• Ability to troubleshoot more complex IT technologies such as Servers and Networking
• Proven experience creating processes around troubleshooting steps
• Understanding of sound security practices (password policies, data protection, etc.)
• Effective and clear communication skills to provide concise and empathetic communication with end-users, using active listening and patience, ensuring documentation and notes are accurate
• Adaptability to the rapidly evolving IT landscape, open to learning new technologies and processes
• Capability to be the point of escalation for Tier 1

At GECU, we want to support your wellbeing by offering a wide range of benefits:

• Health, Dental and Vision insurance
• Life and Disability insurance options
• Paid Time Off starts accruing once hired and take your birthday off -paid
• 401k Retirement plan with up to a 10% match of your base gross compensation
• Tuition reimbursement opportunities & professional development
• Volunteer opportunities -and earn additional PTO hours!
• On-site clinics for Vaccines and Mammograms

And many more!


Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives!


General Electric Credit Union is an Equal Opportunity Employer