Technical Support Analyst

Position Summary

The Technical Support Analyst assists employees via phone and email through the ticket management system, and in person to troubleshoot and resolve incidents and service requests. Employees in this role also work on projects including new employee setups, imaging computers, installing new hardware, and updating software. Upon advancement employees will represent the Service Desk in project meetings and coordinate larger projects such as department moves, and equipment refreshes.

Work Location

This position is a hybrid role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely. A schedule of expected onsite and remote workdays will be discussed during the interview process.

Compensation & Benefits

• Hourly Rate Range: $23-$35+ dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with an immediate 2:1 Match
• Tuition Reimbursement
• 12 Weeks of Paid Parental Leave

Essential Duties and Responsibilities

Technical Support Analyst:

• Assist credit union employees via Service Desk ticket management system, telephone, in person, and via remote support tools to diagnose and resolve Tier 1 technical issues related to operating systems, applications, network, servers, and peripherals.
• Identify, triage, resolve, and escalate technology issues and requests.
• Maintain timely and accurate Service Desk records and documentation using the ticket management system.
• Ability to determine priority of various tasks and take action appropriately.
• Communicate the status of major outages with Credit Union.
• Maintain ownership of service tickets throughout the life span of the support request.
• Provide technical support in accurately troubleshooting or researching systems and software so that problems are resolved quickly without significant interruption to service.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and mobile devices.
• Access software updates, on-line help, knowledge bases, and frequently asked questions (including those on the Internet) to aid in incident resolution.
• Reserve, setup, and support technology equipment in conference rooms and trainings.
• Establish a high level of personal credibility and build strong relationships with team members and employees of the credit union.
• Coordinate with vendors on the maintenance or repair of hardware (laptops, desktops, printers).
• Participate in training activities within department or branch and with the learning and talent development department, such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws.
• Provides on-call support on a rotating schedule or as needed for emergencies, including outside of normal business hours
• Work through checklists and established escalation systems to ensure systems and employees are setup in accordance with department standards and procedures.
• Maintain a pool of configured equipment for loaners or replacements. This includes scheduling, check-out preparation, and check-in cleanup.
• Occasional work on various projects as assigned.
• Adhere to credit union and Information Technology department security policies and procedures.
• Travel between sites to perform assigned duties.
• Perform other duties and assist other employees, as assigned.

Technical Support Analyst II:

• All duties and responsibilities of Technical Support Analyst.
• Troubleshoot, research, resolve and escalate Tier 2 tickets.
• Provide support and guidance to Technical Support Analysts for Tier 1 tickets.
• Create problem tickets for recurring or widespread issues. Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, communication and follow-up.
• Identify reoccurring incidents, gather details, and present information to Service Operations team
• Review and update documentation including workflows, procedures, and troubleshooting.
• Review documented resolutions and assist in analyzing trends to prevent or resolve future problems.
• Keeps supervisor or manager advised of any on-going problems not being resolved satisfactorily or that prevents the fulfillment of responsibilities.
• Maintain communications with end users to ensure systems continually meet business needs.
• Place and escalate vendor service calls when necessary to resolve hardware or software failures.
• Extensive work with various projects, including vulnerability remediation, departmental workstation and device moves (communication, planning, physical moves).
• Conduct monthly onsite visits to branches. Complete preventative maintenance checklist, focus on branch needs, work on projects relating to branch, and build relationships with branch staff.
• Responsible for monthly and quarterly tasks as assigned (VPN cert renewals, local admin check, image refresh).
• Create and submit knowledgebase articles and updated documentation.
• Recommend modifications to processes and technology to reduce user problems.

Senior Technical Support Analyst:

• All duties and responsibilities of Technical Support Analyst II.
• Collaboratively work with other technical teams and with business units; work with third-party vendors to support existing systems that interface with the credit union’s systems.
• Communicate project progress to project sponsors and management in project meetings and by making timely updates to the department’s ticketing and project management systems.
• Document, review, and improve existing and new procedures, workflows, and documentation.
• Proactively suggest new techniques and technologies to improve processes and systems reliability.
• Research equipment/software and current technical trends.
• Review and approve knowledgebase articles.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Train new Technical Support Analysts.
• Participate in alpha and beta testing of solutions.
• Lead large Service Desk projects such as department moves and equipment refresh. This involves planning, task execution, and coordination with management, communication, and answering questions for others who have been assigned to assist with the project.

Knowledge, Skills and Abilities

Technical Support Analyst:

• Ability to extract pertinent information from a call or email and document accurately.
• Approachable demeanor and ability to collaborate effectively with coworkers. Exhibit a positive attitude and commitment to excellence. Exhibit superior customer service.
• Learn the Elimination Troubleshooting Method and effectively Tell the Story in tickets.
• Eager to grow, learn, and gain new skills. Aptitude to learn new technologies quickly.
• Adapt to changes in the work environment, manage competing demands, and handle frequent change, delays or unexpected events with poise.
• Ability to work independently as well as cooperatively in a team-oriented environment.
• Able to manage and prioritize multiple tasks independently, while remaining flexible to changing requirements.
• Sense of ownership and responsibility with assignments.
• Attention to detail and ability to contribute to, review, and follow documented procedures.
• Basic familiarity with installation, configuration, and troubleshooting of desktops, laptops, printers, scanners, iPads, VOIP and smartphones.
• Must have good grammatical and typing/data entry skills with an emphasis on accuracy.
• Ability to analyze problems, do necessary research using source documents and computer systems to arrive at a proper solution; use independent judgment, discretion, and take initiative in absence of specific directions from management.
• Working knowledge of Microsoft Windows operating systems and Microsoft Office products.
• Some knowledge of Apple operating systems and devices.
• Basic network troubleshooting skills (TCP/IP, Windows Network).
• Basic understanding of security risks and importance of following security procedures.
• High school diploma required. An associate’s or bachelor’s degree or working toward one, with a technical major, such as engineering or computer science is preferred.
• This position requires the ability to work varied hours between 8:00 a.m. and 7:00 p.m., Monday-Friday, and 9:00 a.m. to 3:00 p.m. on at least one Saturday per month.

Technical Support Analyst II:

• All knowledge, skills, and abilities required of a Technical Support Analyst.
• ITIL Foundations Certification preferred or Knowledge of ITIL IT Service Management practices
• Strong interpersonal skills, with a focus on rapport-building, listening, questioning skills, and ability to relate to people at their knowledge level.
• Demonstrated ability to use the Elimination Troubleshooting Method and effectively Tell the Story in tickets.
• Display creativity and innovation in problem resolution and project decisions.
• Accepts responsibility and delivers high-quality results.
• Demonstrated ability to maintain confidentiality, remain open to others’ ideas, and exhibit willingness to try new things.
• Expertise with installation, configuration, and troubleshooting of desktops, laptops, printers, scanners, iPads, VOIP, and smartphones.
• Education or knowledge of the principles, methods, and techniques used in troubleshooting and support.
• Strong analytic and problem-solving skills.
• Demonstrate growing knowledge of critical applications and technologies utilized by the credit union.
• Growing knowledge of credit union and financial industry products including rules, regulations, policies and procedures.
• Ability to analyze complex situations and problems and do the necessary research using multiple sources of information to arrive at innovative solutions.
• Excellent organizational skills and actively working on project management skills.
• Increased understanding of security risks and importance of following security procedures.

Senior Technical Support Analyst:

• All knowledge, skills, and abilities required of a Technical Support Analyst II.
• ITIL Foundations Certification
• Highly organized and have superior analytical problem solving skills.
• Understanding of principles, methods, and techniques used in all phases of installation, administration, and maintenance of IT and business systems.
• Ability to successfully interact with all levels of management, other IT professionals, and end-users.
• Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all employees.
• Basic project management skills in order to handle multiple problems, often times simultaneously, and meet aggressive deadlines.
• Ability to independently analyze and understand how various technical solutions interrelate and interface in order to solve business problems.
• Keen understanding of security risks and evangelize the importance of following security procedures

Physical Demands and Work Environment

• May be required to remain in a stationary position for an extended period of time.
• Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage. Reasonable accommodations may be made to ensure individuals with disabilities can perform the essential functions.
• Frequently needs to move about inside or outside of an office area
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
• Frequently moves equipment or materials weighing up to 50 pounds for transport between areas of buildings.
• This position is able to work in hybrid or onsite working arrangements

#LI-Hybrid

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)