It Support Analyst

General Description:

The IT Support Analyst is responsible for supporting users and technology initiatives within the organization. This individual maintains existing systems, while providing assistance on all technology-related issues in support of operations, reporting, and monitoring. This position works closely with the CIO and IT Officer to implement new projects and support existing information systems.

Illustrative Duties:

1) Develop relationships with Credit Union staff and maintain a working knowledge of banking systems in order to facilitate technical user support.

2) Serve as a central IT help desk, tracking and responding to service requests.

3) Review information security reports, and report results as needed.

4) Assist with data aggregation and analysis from various Credit Union systems, contributing to the reporting needs of the organization.

5) Install, trouble shoot, and replace office and banking equipment as needed.

6) Support the IT audit process, compiling reports, providing documentation, and responding to information requests.

7) Customize and configure system settings for efficiency and security, following established procedures and initiatives.

8) Maintain files to track system access, both at the user and system level. Perform periodic reviews, reporting results to IT management.

9) Assist with the documentation and maintenance of department procedures and workflows.

10) Maintain and update documentation for hardware/software configuration, for installation, troubleshooting, support, and management of related technologies.

11) Assist in selection process for new technologies, including business requirements, budget requirements, risk options, costs, user impact, and overall value.

12) Provide support for various external IT risk regulatory functions, including audits, examination, penetration testing, risk assessments, and tabletop exercises.

13) Assist in the daily monitoring of core applications and help desk tickets, to ensure the department is meeting the needs of its employees and members.

14) Participate in scheduled, afterhours “on-call” rotations for technical support as needed.

15) Participate in technology related seminars and training sessions as assigned, to maintain an understanding of current technology, threats, and industry trends.

16) Perform various back-office tasks as directed by IT management.

Qualifications:

1) Bachelor’s Degree in an applicable technical field, or equivalent professional experience and certification.

2) One or more years of experience in IT operations, preferably at a financial institution.

3) Valid Massachusetts Driver’s License.

Other Skills and Requirements:

1) Demonstrated ability to apply technology solutions to business problems.

2) Outstanding communication skills, with a focus on internal customers. Ability to effectively interact in person, electronically, and by phone.

3) Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.

4) Awareness of various IT related banking components, such as Local Area Network, Switches, Active Directory, Microsoft 365, network topology, printers, scanners, and VOIP phone systems.

5) Ability to carry equipment up to 50 pounds across offices for various needs.

6) Ability to travel to various credit union locations in support of technology operations.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Ability to Relocate:

• Milton, MA 02186: Relocate before starting work (Required)

Work Location: In person