Technical Support Analyst II

WHITEFISH CREDIT UNION ASSOCIATION • Missoula, MT

1d

About The Position

The Technical Support Analyst II is a primary technical support contact for Whitefish Credit Union (WCU), handling IT Service Center requests, documenting procedures and support guidance, escalating tickets as needed, and helping maintain desktop hardware. The role provides onsite and remote diagnosis and resolution of computer hardware and software problems, supports staff with technology inquiries, and contributes to enterprise systems and service desk operations. The analyst also coordinates with cross-functional teams, guides Tier I technicians, and helps track escalations through resolution. The position requires travel to branch locations and availability for on-call support, including nights and weekends as needed. The role reports to the Technical Support Manager and has no supervisory responsibilities.

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 in 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 CompTIA A+, CompTIA Network+, ITIL, or equivalent certification, or willingness to obtain one within 12 months.
• Experience working in a financial institution or another highly regulated industry.
• Strong customer service skills and ability to explain technical information at an appropriate level for individual staff members.
• Strong attention to detail and ability to create professional documentation.
• Strong problem-solving skills, self-direction, and ability to work independently.
• Adaptability to evolving technologies 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 verbal, written, in-person, and telephone communication with internal and external stakeholders; courtesy and tact are essential.
• Ability to interact calmly and professionally with people from all backgrounds.
• Ability to multitask, prioritize, and organize daily responsibilities with attention to detail and timeliness.
• Ability to follow oral and written instructions and work effectively with others, including listening, sharing work-related information, and tolerating different work styles.
• Competence with Microsoft Office and willingness and ability to use a variety of office equipment and software systems.
• Ability to lift up to 75 lbs. to overhead positions, with or without accommodation.
• Ability to complete required BSA training on Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, and safeguarding member information, and pass applicable tests.

Responsibilities

• Provide onsite or remote diagnosis and resolution of computer hardware and software problems using available diagnostic tools and techniques.
• Collaborate with cross-functional teams on projects to improve system efficiency and provide guidance and training to Tier I technicians.
• Serve as an escalation point to Tier 3 Support Analysts; receive escalations from Tier I Support Analysts and track and verify their resolution within and outside the Technology Support Team.
• Assist in coordinating Tier 1 efforts to support a high level of service for submitted requests.
• Provide timely technical assistance to staff, documenting and resolving technology support requests accurately.
• Set up, manage, and delete employee user accounts and maintain an inventory of desktop hardware.
• Diagnose and resolve hardware, software, and network issues, including required installations, upgrades, and patches.
• Support implementation and maintenance of enterprise systems, including networks, servers, and applications.
• Monitor and update service desk tickets to meet service level agreements and keep users informed during resolution.
• Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides.
• Report to work on time and as scheduled, and perform other duties as assigned.
• Complete mandatory annual BSA training and applicable tests.
• Follow Whitefish Credit Union, Montana, and Federal information privacy guidelines and organizational policies and procedures; protect confidential member and credit union information.

Benefits

• 100% paid health insurance for employee
• FSA (Flex plan) available
• Telehealth available
• 3% employer 401k contribution (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 non-profit volunteer efforts
• Tuition reimbursement program, application-eligible following one year of employment

What This Job Offers

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