System Support Analyst II

Under the general supervision of the IT Helpdesk Supervisor, IT System Support Analyst provides PC, mobile and software technical support to credit union employees. Install and troubleshoot PC, mobile and peripheral hardware and software. Provides input on the selection and implementation of new computer-related equipment.

Supervisory responsibilities:

This position reports directly to the Help Desk Supervisor for work guidance, direction and feedback and to the Director of IT Infrastructure for coaching and performance appraisal. No one reports to this position.

NATURE & SCOPE:

• Provide technical support to credit union staff to ensure effective utilization of PCs, PC software, mobile devices and peripheral computer equipment.
• Participate in help desk functions to ensure quality service is provided according to company standards in a timely and effective manner.
• Provide advanced support for the phone system, including moves, adds and changes, as well as system backups and reporting.
• Provide network supporting services (e.g. installation, maintenance and repairs) for customers and end-users.
• Install, relocate and maintain computer hardware such as monitors, small CPUs and printers.
• Interface with vendors to provide service on PCs and related hardware.
• Assist in evaluating new tools and technologies for mobile communications and systems.
• Establish and maintain regular written and in-person communications with the organization's end users regarding pertinent IT activities.
• Effectively communicate technical issues in non-technical terms to end users.
• Provide excellent customer service skills to internal and external customers.
• Perform other duties as required.

Education, skills, & abilities:

Requires a High School diploma or General Equivalency. Also requires 3-5 years of related work experience utilizing comprehensive knowledge of network operating systems including Windows 10, mobile devices (iOS/Android/Windows Mobile), network peripherals, enterprise software and centralized network monitoring, management and deployment systems (Desktop Central, Trellix, Meraki, etc.)

• Requires CompTIA A+ and Microsoft Desktop Support-oriented certification, or equivalent industry certifications. Certification requirements, including re-certification, may change according to organizational needs and technology trends as determined by the AVP of IT Infrastructure.
• Excellent written, oral, and interpersonal communication skills. Highly self-motivated, self- directed, and attentive to detail.
• Ability to conduct and direct research into IT issues and products. Ability to present ideas in a business-friendly and user-friendly language.
• Ability to multi-task and work under time constraints to meet project deadlines.
• Ability to operate a motor vehicle and to maintain a clean DMV record.
• Excellent customer service skills.
• Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand and follow work rules and procedures and accept constructive criticism.

MAJOR Accountabilities:

• Provides support for the organization's workstation technologies and other systems that may directly impact on the user environment.
• Monitors the Help Desk functions to ensure productivity, quality and customer service demands are met according to the organization's standards.
• Provides technical support to users; troubleshoots and resolves common problems.

PHYSICAL REQUIREMENTS:

• Ability to work within a datacenter environment requires the ability to tolerate periods of continuous standing.
• Must be able to lift up to 50 lbs.
• Ability to tolerate periods of continuous sitting.

ENVIRONMENTAL CONDITIONS:

• Work is primarily performed within an enclosed office. Subject to standard background noise found in an office environment.
• Travel is required between locations during assigned shifts so ability to operate a credit union vehicle is required.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned

Management reserves the right to assign or change duties and tasks to this position at its discretion.

Salary Range (hourly)

$27.0947 - $33.8684