Technical Support Analyst

Provide Level II technical assistance to end-users for hardware, software, networking, various peripherals, and audiovisual (AV) systems by diagnosing and resolving issues to ensure minimal disruption to daily operations. Collaborates with other technology teams to escalate and address more intricate problems. Responsible to build, configure and deploy equipment to ensure devices meet company and security standards. Manages user access by creating, modifying, and removing accounts in Active Directory, maintaining accurate and secure access controls.
Essential Functions
Provide level II technical support for hardware, software, networking, audio visual, and various peripherals ensuring timely resolution of issues
Performs vulnerability management on all end user equipment to include software, drivers, and tools
Performs Active Directory administration through creating, changing, and removing users accounts and workstations to maintain accurate and secure access controls
Builds application packages and deploys security patches and updates using various tools to include Patch My PC, Microsoft Intune, and Microsoft Endpoint Configuration Manager (MECM)
Creates and manages scripts using PowerShell and other common scripting tools
Manages the print servers and other print management systems
Visits branch locations to assist with any digital and technology needs
Administers End User Services owned systems to include installing, updating, configuring troubleshooting and supporting
Provides support for the credit union's audio/visual solutions and equipment. This includes video walls, digital sign displays, conference room equipment, video conference software and hardware, and online meeting software
Maintains accurate asset inventories for equipment and manages and documents the equipment disposal process and procedures
Documents and maintains all procedures for which this position is made responsible
Works with hardware and software vendors for evaluations, troubleshooting, and warranty repairs
Closely adheres to credit union security standards, policies, and procedures
Participate in the on-call rotation as required
Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Minimum Formal Qualifications for this Position:
Associate's Degree Two-year associates degree or equivalent work experience, preferred
3+ years related technical support experience, required
Technical or Specialized Knowledge/Skills:
Familiarity with the following: ' Knowledge of ITSM ticketing systems and tools such as ServiceNow. ' Microsoft platforms and tools to include Microsoft Endpoint Configuration Manager, Intune, Active Directory/Entra, Teams, Office. ' Knowledge of Audio-Visual administration and support.
Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
Ability and aptitude to learn new and changing technologies quickly.
Ability to work with all levels of employees.
Strong organization and prioritization skills with the ability to manage multiple tasks to ensure timely and accurate completion
Demonstrates attention to detail in all tasks, ensuring accuracy and thoroughness.
Ability to work effectively in a team environment and collaborate with various other teams and departments.
Member Focused: Proven ability to build strong customer/member relationships and delivering customer/member-centric solutions.
Collaborates: Known for building partnerships and working collaboratively with others to meet shared objectives.
Action Oriented: Proven track record of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Situational Adaptability: Ability to adapt approach and demeanor in real time to match the shifting demands of different situations.
Certifications Required:
Valid driver's license and an acceptable driving record, required

Employment type
Full-time

Work arrangement
No