IT Support Analyst

Overview

APGFCU – Your Community Credit Union! For over 80 years, APGFCU has shared our financial experience and provided valuable products and services to build stability and financial independence, one member at a time. We are looking for those who want to join this movement and become a part of a growing organization. We offer competitive pay and great benefits.

SUMMARY: Reports to the VP of IT Operations under the general direction of the Lead Operations Analyst. The operations group serves as the core service group within the IT organization in support of member/customer and staff service. The IT Support Analyst would be responsible for the areas of system support and operational support, including desktop support and peripherals, networking, user onboarding and exit, application troubleshooting and install.

• Provide operational support to identify, prioritize, and resolve issues on the entire infrastructure. Escalate chronic or unresolved issues to the leadership team.
• Provide user account maintenance across systems and applications, including user account setup and permissions in accordance with APGFCU guidelines.
• Device provisioning and administration using Intune.
• Perform diversified duties from core system operations through infrastructure troubleshooting, monitoring, and maintenance, including network, application, and infrastructure troubleshooting; work with vendors to ensure continuous operations.
• Coordinate and provide for efficient operation of all desktops, thin clients and associated peripheral equipment. Consult with employees concerning the use of desktop hardware, software, and centralized/internet-based applications.
• Provide administration, support and installation of hardware and software, including desktops, printers, peripherals, etc.; desktop application installation and troubleshooting.
• Purchasing of hardware and software to meet organizational needs.
• Participate in and implement components of the IT Risk Management plan, including annual disaster recovery testing and support for audit and assessment activities; adherence to security standards and procedures.
• Must be available to work after hours and to be on call 24x7x365.
• Troubleshooting and resolution of software, hardware, and network problems; user support via phone, email, or in person.
• Install, configure, and maintain hardware and software, including upgrades and integrations (using tools like Intune and O365).
• Document support calls, issues, and solutions; maintain documentation for applications, desktops, and network.
• Escalate complex issues to higher-level support or engineers; provide training and documentation to users on new systems or software.
• System maintenance, scheduled upgrades, and tests; inventory management of equipment and licenses; proper disposal of old technology; adhere to change management and turnover logs.
• Participate in annual disaster recovery testing and ensure recovery objectives are met.
• Recommend and implement process improvements in infrastructure and operations; identify software needs based on operational observations.
• Participate in project teams to represent operational needs; partner with the IT team to identify, implement and maintain security for supported systems in line with APGFCU security policies.

• 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/workshops, professional organizations, and reading technical publications.
• Network with others in the credit union industry and interface with vendors.
• Maintain certifications and work toward acquiring new certifications as required.

Perform additional responsibilities as assigned.

Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures related to the duties of this position (examples include Bank Secrecy Act and Information Security).

EDUCATION: 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. Certifications preferred (MCITP, VCP VMware, Azure Cloud Services).

EXPERIENCE: Three to five years of work experience in administration and support of a LAN/WAN environment including 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. Hands-on experience with desktop application installs, client-server installation, virtualization, application implementation and troubleshooting.

Compensation information:
Offers are based on experience and education.

$63,440.00 - $79,289.60 annually

APGFCU provides…