Desktop Support Analyst - Members Cooperative Credit Union

Desktop Support Analyst

Our Desktop Support Analyst is responsible for delivering outstanding service to both internal and external members that meets or exceeds our mission, vision, and core values. To achieve this goal the employee must provide outstanding service to both internal and external members. In addition, respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. Desktop Support Analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work. Complies with all aspects of Bank Secrecy Act/Anti-Money Laundering, USA PATRIOT Act and OFAC regulations as it relates to this position and will diligently identify and report suspicious activity appropriately.

Responsibilities

• Provides technical problem resolution assistance on desktop hardware and applications for all users of technology.
• Complete detailed service requests regarding technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
• Act as the initial point of contact for all computer and system related concerns from clients or other employees.
• Troubleshoot desktop issues both virtual and physical.
• Perform hands-on fixes at the desktop level, including installing and upgrading software/hardware.
• Performs basic troubleshooting of network connectivity issues and basic user login problems.
• Escalate issues as required after determining higher level assistance is required and all proper documentation has been added to the help desk request.
• Participate in the design, testing and implementation of new products and/or services to expand credit union services and products.
• Install, modify, and maintain all software and hardware at the desktop level.
• Patch all desktop software including Adobe, Chrome, video conferencing software, etc., in a timely and consistent manner.
• Utilize PC deployment tools to image new computers, push software installations, manage bios.
• Provides support and monitoring for the credit union network servers.
• Practice network asset management, including maintaining of network components, inventory, and related documentation and technical specification information.
• Assists in monitoring and maintaining credit union network servers and hardware.

Qualifications

• Two-year Associates Applied Science Degree in Technology or Management Information Systems or similar field of study plus two years work experience in supporting and configuring desktop environments; or a combination of education and experience providing equivalent knowledge.
• Previous experience in financial institution is a plus.
• Ability to work under stress and adjust priorities if needed.
• Knowledge of government and financial regulatory reporting to be done on a monthly, quarterly, or yearly basis.
• Knowledge of the credit union’s disaster recovery plan and ability to implement.
• Ability to organize and manage multiple priorities.
• Ability to perform general maintenance on computer hardware.
• Experience with client/server applications with Microsoft Windows desktop client.
• Working knowledge of network and PC operating systems specifically.

The humanity, commitment, courage, and capability of Members Cooperative Credit Union’s individual employees has always been the foundation of our success. We are committed to an inclusive organizational environment that encourages the full participation of all members of our diverse workforce and enables everyone to use the full range of their talents, skills, and abilities to serve members. MCCU recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and skills and will continue to be a proud equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. MCCU is committed to providing an environment of mutual respect where equal employment opportunities are available to all teammates and applicants.