• Support Analyst

    Active - Regular Full-TimeProfessional
    Requisition ID: 1990
    *This position is eligible to be a Hybrid position (work from home and in the office) 


    Bachelor’s Degree in Information Technology related field   
    Associate Degree in Information Technology related field plus two (2) years of experience as a Support Analyst or in an IT role with the same or similar job responsibilities.
    Four (4) years of experience as a Support Analyst or in an IT role with the same or similar job responsibilities.  

    Valid driver’s license and must qualify for automobile insurance coverage at normal insurance rates.  


    Experience with administering Office 365, Active Directory Users, and enterprise level support desk software.

    Primary Functions:  

    Provide first and second level support to system users and ensure a wide variety of problems involving hardware and software applications are diagnosed and resolved in a timely and professional manner. May also provide support for identified Level 2 issues where configuration solutions have already been documented. A Support Analyst will also be the first point of contact during escalations within and from the Support technician group and utilizes advanced skills and knowledge to assist in the resolution of problems and issues.      

    DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.  

    Basic Duties:    

    • Answers all incoming calls and emails, instant messages and helpdesk voicemails.
    • Create, resolve, escalate, and close Help Desk tickets using the Help Desk management system. 
    • Diagnose and resolve issues related to technical difficulties with hardware, software, and the network.
    • Document issues, troubleshooting steps and resolution in the Help Desk ticketing system to keep teammates and users informed of issue status.
    • Monitor the ATM network and troubleshoot issues, escalating to appropriate areas for resolutions. (branch staff, ATM Analyst and/or opening ATM maintenance vendor tickets)
    • May travel to offsite locations either as a team or individually to fix issues and/or install/upgrade equipment.
    • Install and configure new workstations, laptops, and any other IT equipment.
    • Maintain ongoing organization and cleanliness in assigned IT technician areas.
    • Create and update knowledge (solutions) base articles on issues or equipment installs/resolutions.

    Core Duties:   

      • Updating and maintaining corporate desktop and laptop images
      • Printer and print server maintenance
      • Mobile device management/maintenance
      • Inventory/Assets (updating and maintenance)
      • Level 2 ticket escalation point of contact.
      • AD Account maintenance
      • Research solutions to newly discovered issues and provide resolutions. Escalate to appropriate next tier and/or vendors if necessary.
      • Install Configure and Troubleshoot computer equipment, peripherals, software, and services. 
      • Provide technical support and training to assist all departments with technology equipment and applications, both remotely and in person.
      • Diagnose hardware, software, and system problems reported to Help Desk.
      • Troubleshoot and assist in trouble shooting of ATM and ATM hardware and software to resolve program, hardware, and software malfunctions. Coordinate resolution with necessary vendors. 
      • Analyze and troubleshoot technology equipment, software and services to ensure high availability. Collaborate with users and vendors to achieve the same. 
      • Ensure that all calls, emails and verbal requests are properly documented in the Help Desk system.
      • Assist with IT hardware and software inventory management.
      • Assist with disaster recovery and business resumption planning for end user computing.
      • Stay current with technologies and applications used by our users
      • Participate in IT on-call program/rotation.
      • Assist the on-call team member and/or the IT team members with emergencies that occur during non-business hours.  
      • Assist with technology vendor management and due diligence activities.
      • Assist with maintaining and evaluating helpdesk procedures.
      • Document computer problems and resolutions for future reference.
      • Ability to manage time and prioritization of tasks effectively to ensure that the Credit Union is functioning in the most efficient manner.    


    Technology Equipment, Software and Services 

    End User Technology Equipment, Software and Services include but are not limited to: desktop, laptop and virtual computers, peripherals, mobile devices, productivity, operational, systems management and security software and services on end user devices. Computer/technology equipment includes both Physical, Virtual and Wireless computer/technology equipment. Software/Applications include apps, client side, server side and cloud-based software/applications.


    Work Schedule:  

    Full-Time – Monday through Friday. Weekends when necessary. On-call rotation.  


    Belleville, IL, Information Technology department; However, work location may change according to SCU staffing needs.