Technical Support Analyst II

WHITEFISH CREDIT UNION ASSOCIATION • Missoula, MT

1d

About The Position

The Technical Support Analyst II is a primary contact for technical support at Whitefish Credit Union (WCU). This position handles IT Service Center support requests, creates procedural and support documentation, escalates tickets as needed, and assists with desktop hardware maintenance. The analyst provides onsite or remote troubleshooting, supports staff and Tier I technicians, and helps maintain technology systems and service desk processes.

The position reports to the Technical Support Manager and has no supervisory responsibilities. It requires travel to branch locations and availability for on-call work, including nights and weekends as needed. The role also involves lifting up to 75 pounds to overhead positions, with or without accommodation, and complying with applicable privacy requirements, credit union policies, and mandatory annual BSA training.

Requirements

• Bachelor’s degree in computer science, MIS, or a related field, or at least 3 years of relevant experience in technology support positions.
• Proficiency with Windows 10/11, Office 2019/365, Active Directory, and remote support tools.
• Knowledge of TCP/IP networking, current Windows Server operating systems, and mobile device support.
• Current certification or willingness to obtain CompTIA A+, CompTIA Network+, ITIL, or equivalent certification within 12 months.
• Experience working in a financial institution or another highly regulated industry.
• Superior customer service skills and ability to understand staff needs and explain complex technical concepts at an appropriate level.
• Strong attention to detail and ability to create professional documentation.
• Strong problem-solving skills, self-motivation, and ability to work independently.
• Adaptability and willingness to maintain current knowledge through ongoing education.
• Willingness to travel to branch locations and be available on call, including nights and weekends as needed.
• Willingness to follow change management processes and produce detailed documentation.
• Effective in-person, written, and telephone communication with internal and external stakeholders, with courtesy and tact.
• Ability to interact calmly and professionally with people from all backgrounds.
• Ability to multitask, prioritize, and organize day-to-day responsibilities with attention to detail and timeliness.
• Ability to follow oral and written instructions.
• Ability to work effectively with others, listen, share work-related information, and tolerate different work styles.
• Competence with Microsoft Office and ability and willingness to work with a variety of office equipment and software systems.
• Ability to lift up to 75 pounds to overhead positions, with or without accommodation.
• Ability to complete mandatory annual BSA training covering Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, and safe keeping of member information, and to pass applicable tests.

Responsibilities

• Diagnose and resolve computer hardware and software problems onsite or remotely using available diagnostic tools and techniques.
• Collaborate with cross-functional teams on projects to enhance system efficiency and guide and train Tier I technicians.
• Receive escalations from Tier I Support Analysts, serve as an escalation point to Tier 3 Support Analysts, and track and verify resolution of escalated issues within and outside the Technology Support Team.
• Assist with coordinating Tier 1 efforts to maintain a high level of customer support for submitted requests.
• Provide timely technical assistance to staff and accurately document and resolve technology support requests.
• Set up, manage, and delete employee user accounts and maintain an inventory of desktop hardware.
• Diagnose and resolve hardware, software, and network issues, including performing installs, upgrades, and patches.
• Support implementation and maintenance of enterprise systems, including networks, servers, and applications.
• Monitor and update service desk tickets to ensure compliance with service level agreements and keep users informed during resolution.
• Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides for self-service and team reference.
• Report to work on time and as scheduled, and perform other duties as assigned.
• Complete mandatory annual BSA training and pass applicable tests.
• Follow Whitefish Credit Union, Montana, and federal information privacy guidelines and credit union policies and procedures.
• Protect member and Whitefish Credit Union confidential information.

Benefits

• Competitive starting wage
• 100% paid health insurance for employee
• Flexible spending account (FSA) plan available
• Telehealth available
• 3% employer 401(k) contribution, with no matching requirement
• 8% employer pension plan contribution following the first year of employment
• 11 paid federal holidays (Saturday holidays excluded)
• 17 days of PTO annually, accrued monthly
• Life and disability insurance
• Wellness program
• 24 hours annually of paid time for nonprofit volunteer efforts
• Tuition reimbursement program, with application eligibility after one year of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level