IT Support Analyst II

APGFCU - Your Community Credit Union! For over 80 years, APGFCU has shared our financial experience and provided valuable products and services to build stability and financial independence, one member at a time. We are looking for those who want to join this movement and become a part of a growing organization. We offer competitive pay and great benefits.

SUMMARY: Reports to the VP of IT Operations under the general direction of the Lead Operations Analyst. The operations group serves as the core service group within the IT organization in support of member/customer and staff service. The IT Support Analyst would be responsible for the areas of system support and operational support. This includes desktop support and peripherals, networking, user onboarding and exit, application troubleshooting and installation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Daily Operations and Support:

• Provide operational support to include identifying, prioritizing, and resolving issues on the entire infrastructure. Escalate chronic or unresolved issues to the leadership team.
• Provide user account maintenance across systems and applications to include user account setup and permissions; in accordance with APGFCU guidelines.
• Device provisioning and administration using Intune.
• Perform diversified duties from core system operations through infrastructure troubleshooting, monitoring, and maintenance. This includes network, application, and infrastructure troubleshooting and may require work with vendors to ensure continuous operations.
• Coordinate and provide for efficient operation of all desktops, thin clients and associated peripheral equipment. Consult with employees concerning the use of desktop hardware, software, and centralized/internet-based applications.
• Provide administration, support and installation of hardware and software. Hardware includes desktops, printers, peripherals, etc. Desktop application installation and troubleshooting.
• Purchasing of hardware and software to meet organization needs.
• Participate in and implements components of the IT Risk Management plan in accordance with standards and procedures. This includes participation in the annual execution of disaster recovery testing; provide support for all audit & assessment activities, and adherence to established security standards and procedures.
• Must be available to work after hours and to be on call 24x7x365.

Technical:

• Troubleshooting and Resolution. Diagnose and resolve software, hardware, and network problems.
• User Support. Provide technical assistance to users via phone, email, or in-person.
• Hardware and Software Management. Install, configure, and maintain hardware and software, including upgrades and integrations. Using tools like Intune and O365.
• Problem Documentation. Document support calls, issues, and solutions for future reference. Maintain documentation pertaining to applications, desktops and the network.
• Escalation and Collaboration. Escalate complex issues to higher-level support or engineers.
• Training and Documentation. Provide training and documentation to users on new systems or software.
• System Maintenance. Perform scheduled maintenance, upgrades, and system tests.
• Inventory Management. Manage stock of equipment, components, and other supplies. Managing system software and hardware inventory and asset tags. Coordinate the proper disposal of old technology. Ensure that the licensing is accurate and maintained. Adheres to the established change management and turnover log procedures.
• Participate in annual disaster recovery testing. Ensure all recovery point objectives are met according to procedures.
• Recommend and where appropriate implement process improvements in the infrastructure and operations. Recommend software needs based on operational observation.
• Participate in project teams to represent the operational needs of the organization.
• Partner with the IT team to identify, implement and maintain security for supported systems in keeping with APGFCUs security policies.
  
  

Professional Development:

• Remain current with developments in the information technology field and their potential impact on the Credit Union's present and future needs.
• Continue technical professional development through seminars and workshops, membership in technical and professional organizations, and through reading technical publications and journals.
• Network with others in the credit union industry and interface with vendors.
• Maintain certifications requirements and work towards acquiring new certifications as required.

Other: Perform additional responsibilities as assigned.

ADDITIONAL: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

QUALIFICATIONS:

EDUCATION: Bachelor's Degree in Information Technology or related field. Experience can be credited in lieu of education. Extensive knowledge of Desktop and Network Operating Systems on a Wide Area Network preferred. Certification in the following areas is preferred. (MCITP, VCP VMware, Azure Cloud Services).

EXPERIENCE: Three to five years of work experience in administration and support of a LAN/WAN environment consisting of Microsoft servers, Intune, O365, VMware, Linux, Cisco routers and switches in a large-scale networking environment. Experience with Microsoft Office (Word, Excel, Outlook, Access) Microsoft Server domain, Active Directory Management, Azure, Intune, O365 thin client, virtualization and Windows networking required. Hands on experience with desktop application installs, client server installation, virtualization, application implementation and troubleshooting required.

PHYSICAL DEMAND: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to sit, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds, and be capable of transporting related supplies and equipment. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

KNOWLEDGE, SKILLS AND ABILITIES: Ability to handle day-to-day operations, troubleshooting network connectivity problems and application issues. Must be skilled in communications, teamwork, problem solving and organization.

Compensation information: Offers are based on experience and education.

$63,440.00 - $79,289.60 annually

APGFCU provides comprehensive benefits such as: medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.

APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster http://www1.eeoc.gov/employers/poster.cfm

APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send to the Human Resources Department and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.