Sr. Desktop Support Analyst

Police & Fire Federal Credit Union•Bensalem Township, PA

19h

About The Position

The Senior Desktop Support Analyst will be responsible for day-to-day operational functions of the EUC Team to include but not limited to: computer builds, IT equipment decommissioning & disposal and change control submissions. Senior Desktop Support Analyst must promote corporate values of member service, teamwork, commitment and performance in a professional manner.

Requirements

5+ years of experience with NOC\Desktop Support (Level 2 and 3)
Must possess excellent customer service skills and be able to work independently and with a team in a highly customer-focused environment
Operating System Deployment Experience
Solid understanding of Windows desktops/laptops, GPOs, Windows Printing, Virtual Machines
Basic understanding of VPN Connections, PowerShell
Must understand SLA's (Service Level Agreements) and where applicable discuss and review within the team\end user.
Excellent organization and time management skills
Ability to work under self-guided timelines and direction
Effective written and verbal communication skills
Knowledge of monitoring technologies\methods relating to IT
Strong understanding of IT Systems as well as strong technical aptitude and problem-solving skills are needed to perform this job successfully
Strong project skills required, specifically the ability to maintain focus and complete projects with multi-month timeframes
Ability to handle multiple projects at the same time
Ability to think logically and visualize abstract concepts
Ability to work under pressure
Ability to work varying hours. Sometimes includes evening and additional weekend work

Nice To Haves

Bachelor’s degree in technical field preferred; IT related certifications a plus

Responsibilities

Administration of all EUC Processes
Application Support for Windows OS and numerous 3rd party applications
Revising and updating IT departmental procedures
Central point for daily monitoring\processing of hardware within PFFCU
Hands on knowledge with SCCM packages, deployments & OSD
Work close with security team
Support MFA
Support ITMs & TCRs
Play a major role in branch openings
Support Debit Card printers
Experience with MS Forefront\End Point protection
Knowledge\hands on experience in Active Directory
General knowledge of Exchange
Taking ownership of service requests and working them through the entire process within PFFCU
Participating in key process improvements
When appropriate engaging outside contractors with proper technical expertise
Working within the escalation process\procedures through all levels of support within PFFCU
Patch Management & Vulnerability Remediation Management
On-Call coverage
Assist in DR Testing
Network-Infrastructure Monitoring-Alerts
Need to be technical current in EUC tools, utilization and alerting.
Verify scheduled jobs have been completed
Primary responsibility for Virus and UWP alerts
Processing daily, weekly and monthly jobs as scheduled. Paying very close attention to all the details to avoid processing errors
Provide coordination\escalation and hands on work with internal EUC Team by answering internal staff calls and tickets covering various daily processing problems
Assist in documenting internal support processes and procedures
Implementing and enforcing system and data security measures
Working closely with all teams in technology on projects of all scopes, including complex and cross-functional efforts
Ensuring timely completion of projects and deployments
Travel to PFFCU locations
Other duties as assigned