Technical Support Analyst

Responsibilities

• Acts as a primary contact for technical support at Whitefish Credit Union (WCU)
• Performs initial triage of incoming requests.
• Follows developed procedural and support documentation to resolve requests.
• Escalates tickets to other Technology Support staff members as necessary.
• Assists in maintaining desktop hardware equipment and documentation.
• Provides onsite or remote diagnoses and resolution of hardware, software and network problems.
• Ensures IT Service Center service requests are triaged, accurately documented and resolved.
• Ensures new desktop hardware is entered into inventory and labelled according to IT department standards.
• Sets up, manages, and deletes employee user accounts while maintaining hardware inventory.
• Monitors and updates IT service desk tickets to ensure compliance with service level agreements.
• Assists with setup of department meetings and video conference calls.
• Reports to work on time and as scheduled.
• Performs other duties as assigned.

• 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, current mobile device support.
• Current or willingness to obtain Comp Tia A+, Comp Tia Network +, ITIL, or equivalent certifications within 12 months.
• Experience working in a financial institution or other highly regulated industry.

Demonstrates expertise in technical support, including proficiency in Windows 11, Office 365, and Active Directory, while ensuring compliance with service level agreements in a regulated environment. Capable of managing user accounts and maintaining hardware inventory effectively.