Technical Support Analyst II - Escalations & Desktop

Automatic Data Processing, Inc.; Missoula (MT); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health insurance

401k plan

Pension plan

Paid holidays

PTO

Life and disability insurance

Wellness program

Volunteer time off

Tuition Reimbursement

Job summary

Whitefish Credit Union in Missoula, MT is seeking a Technical Support Analyst II to act as the primary contact for IT service desk support, handling requests and documenting processes. The role supports desktop hardware, performs on-site or remote diagnostics, and escalates complex issues to Tier 3 as needed.

You will collaborate with cross-functional teams, maintain user accounts, assist in network and server support, and contribute to knowledge base and SOPs while delivering exceptional

Qualifications

• Bachelor’s degree in computer science, MIS, or a related field, or 3+ years of relevant experience in technology support positions.
• Proficiency in Windows 10/11, Office 2019/365, Active Directory, a nd remote support tools; knowledge of TCP/IP networking, current Windows Server OS and 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

• Provide onsite or remote diagnoses and resolution of computer hardware and software problems using all available diagnostic tools and techniques.
• Collaborate with cross-functional teams on projects to enhance system efficiency and provide guidance and training to Tier I technicians.
• Serve as the escalation point to Tier 3 Support Analysts, receive escalations from Tier I Support Analysts and track/verify resolution of all escalation within and out of the Technology Support Team.
• Assist in the coordination of Tier 1 efforts to ensure a high level of customer support to all submitted requests.
• Provide timely and effective technical assistance for all staff inquiries, ensuring accurate documentation and resolution of technology support requests.
• Set up, manage, and delete employee user accounts while maintaining an inventory of desktop hardware.
• Diagnose and resolve hardware, software, and network issues, performing necessary installs, upgrades, and patches to enhance functionality.
• Support the implementation and maintenance of enterprise systems, including networks, servers, and applications.
• Monitor and update service desk tickets to ensure compliance with service level agreements, keeping users informed throughout the resolution process.
• Develop and maintain operational documentation, including standard operating procedures and troubleshooting guides for self-service and team reference.

Skills

Customer service

Documentation

Problem solving

Multi-tasking

Team collaboration

Education

Bachelor’s degree in Computer Science / MIS

3+ years relevant experience

Tools

Windows 10/11

Active Directory

Office 2019/365

Remote support tools

TCP/IP networking

Windows Server OS

Mobile device support

Job description

Whitefish Credit Union in Missoula, MT is seeking a Technical Support Analyst II to act as the primary contact for IT service desk support, handling requests and documenting processes. The role supports desktop hardware, performs on-site or remote diagnostics, and escalates complex issues to Tier 3 as needed.

You will collaborate with cross-functional teams, maintain user accounts, assist in network and server support, and contribute to knowledge base and SOPs while delivering exceptional