Technical Support Analyst

About the role

The Technical Support Analyst I at Whitefish Credit Union acts as a primary contact for technical support, performing initial diagnostics and resolution of computer hardware, software, and network issues. They also assist in maintaining desktop hardware equipment and managing user accounts.

Responsibilities

• Provide onsite or remote diagnoses and resolution of computer hardware, software, and network problems using diagnostic tools and techniques.
• Ensure IT Service Center service requests are responded to, triaged, accurately documented, and resolved in alignment with Service Level Agreements (SLAs).
• Maintain desktop hardware inventory, label it according to IT department standards, and update asset systems upon deployment.
• Set up, manage, and delete employee user accounts, and monitor IT service desk tickets to ensure compliance with SLAs.
• Absorb and report to work on time and as scheduled, and be available on-call for nights and weekends as needed.
• Assist with department meetings and video conference calls, and report to work on time and as scheduled.
• Perform other duties as assigned.

Requirements

• Strong problem-solving skills, internal drive for success, and the ability to work independently.
• Superior customer service skills, understanding staff needs, and translating complex technical jargon appropriately.
• Strong attention to detail, creating professional documentation, and adapting to evolving technologies through ongoing education.
• Willingness to travel to branch locations, be available on-call, and follow change management processes.
• Effective communication in person, in writing, and over the phone with all internal and external stakeholders.
• Competence with Microsoft Office, ability to work with various office equipment and software systems, and the ability to lift up to 25 lbs.
• Complete mandatory annual BSA training, including Red Flag, Identity Theft, OFAC, CTR, and SAR reporting, and pass any applicable tests.
• Adherence to Whitefish Credit Union, Montana, and Federal information privacy guidelines, and adherence to all policies and procedures.
• Protection of member and Whitefish Credit Union confidential information.

Qualifications

• Associate or bachelor’s degree in computer science, MIS, or a related field, or 2+ years of relevant experience in technology support positions.
• Proficiency in Windows 11, Office 365, Active Directory, and remote support tools; knowledge of TCP/IP networking, and current 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.

Skills

• Problem-solving skills
• Customer service skills
• Attention to detail
• Adaptability
• Technical proficiency (Windows 11, Office 365, etc.)
• Ability to work independently and on-call
• Communication skills
• Microsoft Office proficiency
• Lifting capacity
• Education and/or certifications (CompTia A+, CompTia Network +, ITIL, etc.)

Benefits

• Competitive starting wage
• 100% employer-paid health insurance for Employee
• FSA (Flexible Spending Account) available
• Telehealth available
• 3% employer 401k contribution (no matching requirement)
• 11% employer pension plan contribution (following first year of employment)
• 17 days of Paid Time Off 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

Pay

Competitive starting wage

Schedule

Position functions and requirements are listed as guidelines only and the job is not necessarily limited to these specifications.