Tech Support Analyst II — IT Support & Documentation Lead

Whitefish Credit Union; Missoula (MT); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

FSA available

Telehealth

Job summary

Whitefish Credit Union in Missoula, MT seeks a Technical Support Analyst II to act as a primary IT service center contact. You will diagnose desktop hardware and software issues, escalate where needed, and maintain efficient documentation for staff.

Travel to branches may be required, including on-call nights and weekends. The role requires a BS in CS or MIS or 3+ years of tech support, proficiency with Windows, AD, and networking, and certification plans within 12 months.

Qualifications

• Bachelor’s degree in computer science or MIS, or 3+ years in tech support.
• Proficiency in Windows 10/11 and Office 2019/365, and Active Directory.
• Knowledge of TCP/IP networking and mobile device support.
• Current or willingness to obtain CompTIA A+, Net+ and ITIL within 12 months.

Responsibilities

• Provide onsite or remote diagnoses and resolution of hardware and software problems.
• Collaborate with cross-functional teams to enhance system efficiency and train Tier I technicians.
• Serve as escalation point to Tier 3 and track resolutions within the team.
• Set up, manage, and delete employee user accounts and maintain hardware inventory.
• Develop and maintain operational documentation and troubleshooting guides.
• Monitor service desk tickets and ensure SLA compliance.
• Support enterprise systems, networks, servers, and applications.

Skills

Customer service

Documentation

Troubleshooting

Communication

Microsoft Office

AD/Windows

TCP/IP Networking

Education

Bachelor’s degree in CS or MIS

3+ years tech support

Tools

Active Directory

Remote support tools

Job description

Whitefish Credit Union in Missoula, MT seeks a Technical Support Analyst II to act as a primary IT service center contact. You will diagnose desktop hardware and software issues, escalate where needed, and maintain efficient documentation for staff.

Travel to branches may be required, including on-call nights and weekends. The role requires a BS in CS or MIS or 3+ years of tech support, proficiency with Windows, AD, and networking, and certification plans within 12 months.