Senior Desktop Support Analyst

Role Overview

• Responsible for day-to-day operational functions of the EUC Team to include computer builds, IT equipment decommissioning & disposal and change control submissions.
• Promote corporate values of member service, teamwork, commitment and performance in a professional manner.
• Administration of all EUC Processes: Application Support for Windows OS and numerous 3rd party applications.
• Revising and updating IT departmental procedures.
• Central point for daily monitoring/processing of hardware within PFFCU.
• Hands on knowledge with SCCM packages, deployments & OSD.
• Work close with security team.
• Support MFA.
• Support ITMs & TCRs.
• Play a major role in branch openings.
• Support Debit Card printers.
• Experience with MS Forefront/End Point protection.
• Knowledge/hands on experience in Active Directory.
• General knowledge of Exchange.
• Taking ownership of service requests and working them through the entire process within PFFCU.
• Participating in key process improvements.
• When appropriate engaging outside contractors with proper technical expertise.
• Working within the escalation process/procedures through all levels of support within PFFCU.
• Patch Management & Vulnerability Remediation Management.
• On-Call coverage.
• Assist in DR Testing.
• Network-Infrastructure Monitoring-Alerts.
• Verify scheduled jobs have been completed.
• Primary responsibility for Virus and UWP alerts.
• Processing daily, weekly and monthly jobs as scheduled. Paying very close attention to all the details to avoid processing errors.
• Provide coordination/escalation and hands on work with internal EUC Team by answering internal staff calls and tickets covering various daily processing problems.
• Assist in documenting internal support processes and procedures.
• Implementing and enforcing system and data security measures.
• Working closely with all teams in technology on projects of all scopes, including complex and cross-functional efforts.
• Ensuring timely completion of projects and deployments.
• Travel to PFFCU locations.
• Other duties as assigned.

Requirements

• 5+ years of experience with NOC/Desktop Support (Level 2 and 3)
• Bachelor’s degree in technical field preferred; IT related certifications a plus
• Must possess excellent customer service skills and be able to work independently and with a team in a highly customer-focused environment
• Operating System Deployment Experience
• Solid understanding of Windows desktops/laptops, GPOs, Windows Printing, Virtual Machines
• Basic understanding of VPN Connections, PowerShell
• Must understand SLA's (Service Level Agreements) and where applicable discuss and review within the team/end user.
• Excellent organization and time management skills
• Ability to work under self-guided timelines and direction
• Effective written and verbal communication skills
• Knowledge of monitoring technologies/methods relating to IT
• Strong understanding of IT Systems as well as strong technical aptitude and problem-solving skills are needed to perform this job successfully
• Strong project skills required, specifically the ability to maintain focus and complete projects with multi-month timeframes
• Ability to handle multiple projects at the same time
• Ability to think logically and visualize abstract concepts
• Ability to work under pressure
• Ability to work varying hours. Sometimes includes evening and additional weekend work

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities