IT Support Analyst

About the role

The IT Support Analyst reports to the VP of IT Operations under the general direction of the Lead Operations Analyst. They serve as a core service group within the IT organization, supporting member/customer and staff service.

Responsibilities

• Daily Operations and Support: Provide operational support, identify, prioritize, and resolve issues on the entire infrastructure. Escalate chronic or unresolved issues to leadership.
• User Account Maintenance: Setup and permissions for user accounts across systems and applications, in accordance with APGFCU guidelines.
• Device Provisioning and Administration: Use Intune for device provisioning and administration.
• Diversified Duties: Include network, application, and infrastructure troubleshooting, and work with vendors to ensure continuous operations.
• Desktop Support: Provide support for desktops, thin clients, and associated peripheral equipment. Coordinate and provide efficient operation of all desktops.
• Hardware and Software Management: Install, configure, and maintain hardware and software, including upgrades and integrations. Use tools like Intune and O365.
• Problem Documentation: Document support calls, issues, and solutions for future reference. Maintain documentation pertaining to applications, desktops, and the network.
• Escalation and Collaboration: Escalate complex issues to higher-level support or engineers.
• Training and Documentation: Provide training and documentation to users on new systems or software.
• System Maintenance: Perform scheduled maintenance, upgrades, and system tests. Manage system software and hardware inventory and asset tags.
• Inventory Management: Coordinate the proper disposal of old technology. Ensure licensing is accurate and maintained.
• Disaster Recovery Testing: Participate in annual disaster recovery testing. Ensure recovery point objectives are met according to procedures.
• Process Improvements: Recommend and implement process improvements in the infrastructure and operations.
• Software Needs: Recommend software needs based on operational observation.
• Project Teams: Represent operational needs of the organization in project teams.
• Security Compliance: Partner with the IT team to identify, implement, and maintain security for supported systems in keeping with APGFCU's security policies.
• Professional Development: Remain current with developments in the information technology field and their potential impact on the Credit Union's needs. Continue technical professional development through seminars and workshops, membership in technical and professional organizations, and through reading technical publications and journals.

Qualifications

• Bachelor’s Degree in Information Technology or related field. Experience can be credited in lieu of education.
• Extensive knowledge of Desktop and Network Operating Systems on a Wide Area Network preferred.
• Certification in MCITP, VCP VMware, Azure Cloud Services is preferred.
• Three to five years of work experience in administration and support of a LAN/WAN environment consisting of Microsoft servers, Intune, O365, VMware, Linux, Cisco routers and switches in a large-scale networking environment.
• Experience with Microsoft Office (Word, Excel, Outlook, Access), Microsoft Server domain, Active Directory Management, Azure, Intune, O365 thin client, virtualization and Windows networking required.
• Hands-on experience with desktop application installs, client server installation, virtualization, application implementation and troubleshooting required.

Benefits

APGFCU offers comprehensive benefits including medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.

Pay

$53,800 - $86,000 annually

Schedule

Must be available to work after hours and be on call 24x7x365.