IT Support Analyst

Summary:

Responsible for the support and maintenance of client hardware, operating systems, and applications. Provides enterprise service request system management, support request fulfillment, system privilege management, and password administration. Performs research and analysis to provide resolution for complex technical issues related to client systems, enterprise applications, and network services with limited supervision. Performs a wide variety of end-user support functions and serves as a liaison with other team members to meet the goals of the organization.

Supervisory Responsibilities:

None

Essential Functions:

• Acquires vendor bids, purchases, and deploys client systems, peripherals and software as approved.
• Acts as liaison between vendors and users to resolve software and hardware issues.
• Assists in implementing custom hardware and software configurations via enterprise deployment applications, scripts, and other technologies.
• Support of VMware, Citrix, and other virtualization technologies.
• Develops documentation of procedures and problem resolution.
• Trains users in the proper use of hardware and software.
• Tracks and manages hardware and software inventory.
• Identifies software/hardware requirements for end users to meet credit union objectives and goals as needed.
• Provides on-site and remote hardware/software support to end-users.
• Monitors and addresses malware risks and infections.
• Assists with support and maintenance of ATMs.
• Assists with destruction of storage media and disposal of equipment.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)

Other Duties and Responsibilities:

• Assists in training new personnel.
• Other duties as assigned.

Knowledge & Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A high school education or GED.

Experience and Other Requirements:

• One year to three years of similar or related experience.
• A+ or the equivalent combination of training, education, and experience preferred.
• Accuracy, attention to detail, and confidentiality required.
• Strong knowledge in various technologies and diagnostic tools including Windows commands, network utilities, and remote support tools.
• General knowledge of desktop virtualization.
• Excellent communication and documentation skills.
• Must be able to perform all functions independently with limited supervision in a reasonable amount of time.
• Must be able to evaluate projects and help desk tickets and prioritize as necessary.
• Must have reliable transportation as local travel may be required.
• Must be flexible for weekend duties and on-call duty as required.

Interpersonal Skills:

• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Computer Skills:

(See essential functions, education, and experience requirements above).

Certificates, Licenses and Registrations:

• A+ or equivalent certification preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to sit, kneel, crouch, stoop, use hands to finger, handle, feel or grasp, reach with hands and arms, and talk or hear. The team member is frequently required to stand and walk. The team member is occasionally required to climb a ladder to work in high places or work in confined spaces and occasionally required to drive a motor vehicle to perform job duties at a branch or remote location. The team member is frequently required to lift, carry, and move up to 50 pounds.

Work Environment:

The work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extensive use of desktop computer is required. Elevated noise levels may be present in the computer operations area.

Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short Term & Long-Term Disability Benefits
• Employee Assistance Program