IT Support Analyst

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 is responsible for system and operational support, including desktop support, networking, user onboarding and exit, application troubleshooting and installation.

• Provide operational support to include identifying, prioritizing, and resolving issues on the entire infrastructure. Escalate chronic or unresolved issues to the leadership team.
• Provide user account maintenance across systems and applications to include 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 in collaboration with vendors to ensure continuous operations.
• Coordinate and provide 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.
• Purchase hardware and software to meet organization needs.
• Participate in and implement components of the IT Risk Management plan in accordance with standards and procedures, including annual execution of disaster recovery testing and support for all audit and assessment activities.
• Must be available to work after hours and to be on call 24x7x365.

• Troubleshoot and resolve software, hardware, and network problems.
• Provide technical assistance to users via phone, email, or in-person.
• Install, configure, and maintain hardware and software, including upgrades and integrations, using tools such as Intune and O365.
• Document support calls, issues, and solutions for future reference. Maintain documentation pertaining to applications, desktops and the network.
• Escalate complex issues to higher-level support or engineers.
• Provide training and documentation to users on new systems or software.
• Perform scheduled maintenance, upgrades, and system tests.
• Manage inventory of equipment, components, and other supplies; coordinate proper disposal of old technology; ensure licensing accuracy; adhere to change management procedures.
• Participate in annual disaster recovery testing and ensure recovery point objectives are met according to procedures.
• Recommend and implement process improvements in the infrastructure and operations where appropriate. Recommend software needs based on operational observation.
• Participate in project teams to represent the operational needs of the organization.
• Partner with the IT team to identify, implement and maintain security for supported systems in keeping with APGFCU’s security policies.

• Remain current with developments in the information technology field and their potential impact on the Credit Union’s present and future needs.
• Continue technical professional development through seminars and workshops, membership in technical and professional organizations, and reading technical publications and journals.
• Network with others in the credit union industry and interface with vendors.
• Maintain certification requirements 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 as related to the duties of this position (e.g., Bank Secrecy Act, Information Security).

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 in MCITP, VCP VMware, Azure…