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APG Federal Credit Union · 19 hours ago

IT Support Analyst II

Edgewood, Maryland, United States

Full-time

Onsite

Mid Level

$63K/yr - $79K/yr

3+ years exp

APG Federal Credit Union is a community-focused credit union that has been providing financial services for over 80 years. They are seeking an IT Support Analyst II to manage system and operational support, including desktop support, networking, and user onboarding.

CreditFinanceFinancial Services

Responsibilities

Provide operational support to include identifying, prioritizing, and resolving issues on the entire infrastructure. Escalate chronic or unresolved issues to the leadership team

Provide user account maintenance across systems and applications to include user account setup and permissions; in accordance with APGFCU guidelines

Device provisioning and administration using Intune

Perform diversified duties from core system operations through infrastructure troubleshooting, monitoring, and maintenance. This includes network, application, and infrastructure troubleshooting and may require work with vendors to ensure continuous operations

Coordinate and provide for efficient operation of all desktops, thin clients and associated peripheral equipment. Consult with employees concerning the use of desktop hardware, software, and centralized/internet-based applications

Provide administration, support and installation of hardware and software. Hardware includes desktops, printers, peripherals, etc. Desktop application installation and troubleshooting

Purchasing of hardware and software to meet organization needs

Participate in and implements components of the IT Risk Management plan in accordance with standards and procedures. This includes participation in the annual execution of disaster recovery testing; provide support for all audit & assessment activities, and adherence to established security standards and procedures

Must be available to work after hours and to be on call 24x7x365

Diagnose and resolve software, hardware, and network problems

Provide technical assistance to users via phone, email, or in-person

Install, configure, and maintain hardware and software, including upgrades and integrations. Using tools like Intune and O365

Document support calls, issues, and solutions for future reference. Maintain documentation pertaining to applications, desktops and the network

Escalate complex issues to higher-level support or engineers

Provide training and documentation to users on new systems or software

Perform scheduled maintenance, upgrades, and system tests

Manage stock of equipment, components, and other supplies. Managing system software and hardware inventory and asset tags. Coordinate the proper disposal of old technology. Ensure that the licensing is accurate and maintained. Adheres to the established change management and turnover log procedures

Participate in annual disaster recovery testing. Ensure all recovery point objectives are met according to procedures

Recommend and where appropriate implement process improvements in the infrastructure and operations. Recommend software needs based on operational observation

Participate in project teams to represent the operational needs of the organization

Partner with the IT team to identify, implement and maintain security for supported systems in keeping with APGFCUs security policies

Remain current with developments in the information technology field and their potential impact on the Credit Union's present and future needs

Continue technical professional development through seminars and workshops, membership in technical and professional organizations, and through reading technical publications and journals

Network with others in the credit union industry and interface with vendors

Maintain certifications requirements and work towards acquiring new certifications as required

Perform additional responsibilities as assigned

Qualification

IntuneO365Active Directory ManagementMicrosoft ServersVMwareLinuxCisco RoutersOrganizationProblem SolvingTeamworkCommunication

Required

Bachelor's Degree in Information Technology or related field. Experience can be credited in lieu of education

Three to five years of work experience in administration and support of a LAN/WAN environment consisting of Microsoft servers, Intune, O365, VMware, Linux, Cisco routers and switches in a large-scale networking environment

Experience with Microsoft Office (Word, Excel, Outlook, Access) Microsoft Server domain, Active Directory Management, Azure, Intune, O365 thin client, virtualization and Windows networking required

Hands on experience with desktop application installs, client server installation, virtualization, application implementation and troubleshooting required

Ability to handle day-to-day operations, troubleshooting network connectivity problems and application issues

Must be skilled in communications, teamwork, problem solving and organization

Preferred

Extensive knowledge of Desktop and Network Operating Systems on a Wide Area Network preferred

Certification in the following areas is preferred: MCITP, VCP VMware, Azure Cloud Services

Benefits

Medical and dental (shared expense)

Vision

401(k)

Life and disability insurance

Flexible spending account

Employee assistance program

Referral program

Educational assistance

Holidays

Annual leave

Sick leave

Company

APG Federal Credit Union

APGFCU’s roots go back to 1938 when a group of local pioneers decided to address the savings and borrowing needs of the military families at the Aberdeen Proving Grounds.

Founded in 1938

Aberdeen, Maryland, USA

201-500 employees