IT Support Analyst II

General Electric Credit Union•Blue Ash, OH

2d•Onsite

About The Position

As a part of the IT Operations Team, the Support Analyst leverages troubleshooting and problem solving skills to provide quality Tier 1 support for all users of the credit union, providing excellent service, quick response, and efficient and complete resolution to all issues. The IT Support Analyst II will use a solid understanding of common IT concepts, including hardware, software, networking, and operating systems to provide Tier 1 support for IT support issues. They will diagnose and resolve common technical issues faced by end-users (e.g., printer problems, login issues, software glitches), and guide end-users through basic troubleshooting steps (e.g., rebooting, checking cables). This role also involves IT Inventory control and maintenance, handling multiple tickets simultaneously using time management and quick response, and communicating with end users via direct contact or electronic means such as email or teams. Additionally, the IT Support Analyst II will provide in-person desktop support for end users, handle computer and peripheral deployment across all departments, and travel between branches in a company-owned vehicle. They will work in a ticketing system meeting company-defined SLAs and Documentation Standards, work with Microsoft Active Directory and Microsoft 365, and maintain a professional demeanor, even under pressure, ensuring end-users feel supported. Collaboration with other support tiers and departments is essential, as is properly documenting incidents and service requests ensuring smooth handoffs and historical records.

Requirements

High School Diploma or GED required; Associate degree in IT/Computer Science required
3+ Years of experience performing Tier 1 support or mix of experience and schooling/certifications
IT Professional Certifications i.e. CompTIA A+ or Network+
Familiarity with ticketing systems (such as ServiceNow, Jira, or Solarwinds) is essential for logging and tracking incidents.
Ability to troubleshoot more complex IT technologies such as Servers and Networking
Proven experience creating processes around troubleshooting steps
Understanding of sound security practices (password policies, data protection, etc.)
Effective and clear communication skills to provide concise and empathetic communication with end-users, using active listening and patience, ensuring documentation and notes are accurate
Adaptability to the rapidly evolving IT landscape, open to learning new technologies and processes
Capability to be the point of escalation for Tier 1

Responsibilities

Use solid understanding of common IT concepts, including hardware, software, networking, and operating systems to provide Tier 1 support for IT support issues
Diagnose and resolve common technical issues faced by end-users (e.g., printer problems, login issues, software glitches)
Guide end-users through basic troubleshooting steps (e.g., rebooting, checking cables).
Provide IT Inventory control and maintenance
Handle multiple tickets simultaneously using time management and quick response
Communication with end users via direct contact or electronic means such as email or teams
In-Person desktop support for end users
Computer and peripheral deployment across all departments
Travel between branches in company owned vehicle
Work in a ticketing system meeting company defined SLAs and Documentation Standards
Work with Microsoft Active Directory and Microsoft 365
Maintain a professional demeanor, even under pressure and ensuring end-users feel supported
Collaborate with other support tiers and departments effectively as needed
Properly document incidents and service requests ensuring smooth handoffs and historical records