Technical Support Analyst II

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Technical Support Analyst II

Full-Time Technical Missoula, MT, US

WHITEFISH CREDIT UNION

POSITION DESCRIPTION

Position Title: Technical Support Analyst II

Organizational Relationships: Reports to the Technical Support Manager

Supervisory Responsibilities: N/A

General Function: The Technical Support Analyst II acts as a primary contact for technical support at Whitefish Credit Union (WCU). Handles all IT Service Center support requests and develops procedural and support documentation for others to consume. Escalates tickets to other Technology Support staff members as necessary. Assists in maintaining desktop hardware equipment.

Position Functions:

• Provide onsite or remote diagnoses and resolution of computer hardware and software problems using all available diagnostic tools and techniques.
• Collaborate with cross-functional teams on projects to enhance system efficiency and provide guidance and training to Tier I technicians.
• Serve as the escalation point to Tier 3 Support Analysts, receive escalations from Tier I Support Analysts and track/verify resolution of all escalation within and out of the Technology Support Team.
• Assist in the coordination of Tier 1 efforts to ensure a high level of customer support to all submitted requests.
• Provide timely and effective technical assistance for all staff inquiries, ensuring accurate documentation and resolution of technology support requests.
• Set up, manage, and delete employee user accounts while maintaining an inventory of desktop hardware.
• Diagnose and resolve hardware, software, and network issues, performing necessary installs, upgrades, and patches to enhance functionality.
• Support the implementation and maintenance of enterprise systems, including networks, servers, and applications.
• Monitor and update service desk tickets to ensure compliance with service level agreements, keeping users informed throughout the resolution process.
• Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides for self-service and team reference.
• Report to work on time and as scheduled.
• Perform other duties as assigned.

Position Requirements:

• Superior customer service skills with the ability to understand staff needs and translate complex technical jargon at the appropriate technical level with individual staff.
• Strong attention to detail with the ability to create professional documentation.
• Strong problem-solving skills, an internal drive for success and the ability to work independently.
• Adaptable and comfortable working with evolving technologies and maintaining current knowledge through ongoing education.
• Willingness to travel to branch locations and be available on-call, including nights and weekends as needed.
• Desire to follow change management processes and produce detailed documentation.
• Ability to communicate effectively in person, in writing and over the phone with all internal and external stakeholders. Courtesy and tact are essential.
• Ability and willingness to interact calmly and professionally with people from all backgrounds.
• Ability to multi-task, prioritize and organize day-to-day responsibilities with attention to detail and timeliness.
• Ability to follow oral and written instructions.
• Ability to work with others in an effective manner, listen well, share work-related information and be tolerant of others’ work styles.
• Competent with Microsoft Office; ability and willingness to work with a variety of office equipment and software systems.
• Ability to lift up to 75 lbs. to overhead positions with or without accommodation.
• Complete mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and passes any applicable tests.
• Follow all Whitefish Credit Union, Montana and Federal information privacy guidelines.
• Adhere to all Whitefish Credit Union policies and procedures.
• Protect Member and Whitefish Credit Union confidential information.

Required Education and Experience

• Bachelor’s degree in computer science, MIS, or a related field, or 3+ years of relevant experience in technology support positions.
• Proficiency in Windows 10/11, Office 2019/365, Active Directory, a nd remote support tools; knowledge of TCP/IP networking, current Windows Server OS and mobile device support.
• Current or willingness to obtain CompTia A+, CompTia Network +, ITIL, or equivalent certifications within 12 months.
• Experience working in a financial institution or other highly regulated industry.

Compensation Package

• Competitive starting wage
• 100% paid health insurance for employee
  • FSA (Flex plan) available
  • Telehealth available
• 3% employer 401k contribution (no matching requirement)
• 8% employer pension plan contribution (following first year of employment)
• 11 paid federal holidays (Saturday holidays excluded)
• 17 days of PTO annually, accrued monthly
• Life and disability insurance
• Wellness program
• Social Responsibility Policy - 24 hours annually of paid time for non-profit volunteer efforts
• Tuition Reimbursement Program - application-eligible following one year of employment

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to change and revision at any time. Position functions and requirements are listed as guidelines only and the job is not necessarily limited to these specifications.