Technical Support Analyst I

Jobtailor; Kalispell (MT); On-site; USD 48,000 - 62,000; Full time

Job summary

Whitefish Credit Union in Kalispell, MT is seeking an IT Support Specialist to act as primary contact for technical assistance, perform initial triage, and follow documented procedures to resolve requests. You will escalate as needed, maintain hardware inventory, manage user accounts, and ensure tickets are resolved in accordance with SLAs.

Remote or onsite support will be provided as required, and you will participate in setup of department meetings and video conferences.

Qualifications

• Associate or bachelor’s degree in computer science, MIS, or a related field, or 2+ years of relevant experience in technology support positions.
• Proficiency in Windows 11, Office 365, Active Directory, and remote support tools.
• Knowledge of TCP/IP networking, current mobile device support.
• Current or willingness to obtain CompTia A+, CompTia Network +, ITIL, or equivalent certifications within 12 months.
• Experience working in a financial institution or other highly regulated industry.

Responsibilities

• Acts as a primary contact for technical support at Whitefish Credit Union (WCU).
• Performs initial triage of incoming requests.
• Follows developed procedural and support documentation to resolve requests.
• Escalates tickets to other Technology Support staff members as necessary.
• Assists in maintaining desktop hardware equipment and documentation.
• Provides onsite or remote diagnoses and resolution of hardware, software and network problems.
• Ensures IT Service Center service requests are triaged, accurately documented and resolved.
• Ensures new desktop hardware is entered into inventory and labelled according to IT department standards.
• Sets up, manages, and deletes employee user accounts while maintaining hardware inventory.
• Monitors and updates IT service desk tickets to ensure compliance with service level agreements.
• Assists with setup of department meetings and video conference calls.
• Reports to work on time and as scheduled.
• Performs other duties as assigned.

Skills

Windows 11

Office 365

Active Directory

Remote support tools

Education

Degree or 2+ years in tech support

Certifications: CompTIA A+, Network+, ITIL

Job description

Responsibilities

• Acts as a primary contact for technical support at Whitefish Credit Union (WCU)
• Performs initial triage of incoming requests.
• Follows developed procedural and support documentation to resolve requests.
• Escalates tickets to other Technology Support staff members as necessary.
• Assists in maintaining desktop hardware equipment and documentation.
• Provides onsite or remote diagnoses and resolution of hardware, software and network problems.
• Ensures IT Service Center service requests are triaged, accurately documented and resolved.
• Ensures new desktop hardware is entered into inventory and labelled according to IT department standards.
• Sets up, manages, and deletes employee user accounts while maintaining hardware inventory.
• Monitors and updates IT service desk tickets to ensure compliance with service level agreements.
• Assists with setup of department meetings and video conference calls.
• Reports to work on time and as scheduled.
• Performs other duties as assigned.

Requirements

• Associate or bachelor’s degree in computer science, MIS, or a related field, or 2+ years of relevant experience in technology support positions.
• Proficiency in Windows 11, Office 365, Active Directory, and remote support tools
• Knowledge of TCP/IP networking, current mobile device support.
• Current or willingness to obtain CompTia A+, CompTia Network +, ITIL, or equivalent certifications within 12 months.
• Experience working in a financial institution or other highly regulated industry.

Core Competencies

Demonstrates expertise in technical support, including proficiency in Windows 11, Office 365, and Active Directory, while ensuring compliance with service level agreements in a regulated environment. Capable of managing user accounts and maintaining hardware inventory effectively.