Technology Support Analyst

Technology Support Analyst

Department:
Information Technology

Reports To:

IT Manager/VP of IT

Pay Classification:
Hourly

FLSA Status:
Non-Exempt

Position Grade:
Level I - 8, Level II - 9, Level III - 9

Responsible for proficiently resolving technical support requests within reasonable time frames. Required to maintain a comprehensive understanding of the vendors and systems utilized by PFCU and provide service to support requests in a manner commensurate with defined Service Standards. Success in this position requires the ability to communicate in a friendly yet professional manner; efficiently and effectively utilize allocated resources, while consciously minimizing the credit union's overall risk exposure.

Assist with the development and implementation of a Mobile First mentality. Provide efficient and accurate support to members facing personnel on digital applications. Maintain close communication with relevant 3rd party vendors and ensure issues are resolved quickly and efficiently. Ensure that all digital activities are provided in a safe secure environment, guarded to the degree possible against cyber threats.

All of these functions to be performed in light of the credit union’s overall mission of: PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

• Build and maintain effective working relationships with colleagues, credit union staff, and vendors.
• Demonstrate professionalism, dependability, initiative, integrity, and accuracy in all tasks.
• Provide friendly and prompt service to internal and external stakeholders, modeling organizational service standards.
• Maintain open communication with supervisors and elevate issues when necessary.
• Provide technical support for digital media systems including Mobile Banking, Home Banking, Text Banking, Bill Pay, Pay by Phone, Telephone Banking, Mobile Deposit Capture, Money Desktop, and the Credit Union’s Intranet.
• Provide timely and professional support by responding to calls, emails, and help desk requests, ensuring issues are addressed or escalated appropriately, with detailed documentation.
• Maintain accurate records through the help desk ticketing system, asset inventory, and departmental documentation to support efficient IT operations.
• Review ticketing system for recurring issues and report findings, and elevate as needed.
• Provide technical support by researching, diagnosing and resolving online banking issues efficiently and accurately.
• Notify relevant departments and branch staff of online banking system updates and determine appropriate communication scope.
• Manage, configure, and monitor online banking systems and vendor relationships.
• Ensure updates to digital media systems are thoroughly tested and communicated to relevant departments.
• Check over-limit transactions and work exceptions for Bill Pay.
• Run daily operational tasks, monitor for errors, and maintain logs and reports.
• Manage daily backup processes and ensure data integrity.
• Image and install new PCs/workstations and manage updates and patches.
• Process employee lifecycle requests (New Hire, Transfer, Termination).
• Research and recommend new technologies to enhance member experience.
• Support the development and implementation of new products and services.
• Ensure appropriate security and privacy controls are maintained across online banking and other relevant systems.
• Seek ongoing training and development opportunities through conferences, literature, and educational events.
• Maintain a clean and secure work environment, ensuring confidentiality of member information.
• Maintain a working knowledge of all credit union products and services.
• Perform additional responsibilities as assigned.

• Monitor system logs and security tools to ensure integrity and report suspicious activity.
• Proficiently analyze and distribute technical support requests within reasonable time frames.
• Train and mentor Technology Support Analyst I and contribute to the centralized IT Knowledge Base.
• Partici…