TECHNOLOGY SUPPORT ANALYST

Department: Information Technology

Reports To: IT Manager/VP of IT

Pay Classification : Hourly

FLSA Status: Non-Exempt

Position Grade

Level I: 8

Level II: 9

Level III: 9

SUMMARY

Responsible for proficiently resolving technical support requests within reasonable time frames. Required to maintain a comprehensive understanding of the vendors and systems utilized by PFCU and provide service to support requests in a manner commensurate with defined Service Standards. Success in this position requires the ability to communicate in a friendly yet professional manner; efficiently and effectively utilize allocated resources, while consciously minimizing the credit unions overall risk exposure. Assist with the development and implementation of a Mobile First mentality. Provide efficient and accurate support to members facing personnel on digital applications. Maintain close communication with relevant 3rd party vendors and ensure issues are resolved quickly and efficiently. Ensure that all digital activities are provided in a safe secure environment, guarded to the degree possible against cyber threats. All of these functions to be performed in light of the credit unions overall mission of: “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

ESSENTIAL FUNCTIONS, DUTIES, & RESPONSIBILITIES

· Build and maintain effective working relationships with colleagues, credit union staff, and vendors.

· Demonstrate professionalism, dependability, initiative, integrity, and accuracy in all tasks.

· Provide friendly and prompt service to internal and external stakeholders, modeling organizational service standards.

· Maintain open communication with supervisors and escalate issues when necessary.

· Provide technical support for digital media systems including Mobile Banking, Home Banking, Text Banking, Bill Pay, Pay by Phone, Telephone Banking, Mobile Deposit Capture, Money Desktop, and the Credit Union’s Intranet.

· Provide timely and professional support by responding to calls, emails, and help desk requests, ensuring issues are addressed or escalated appropriately, with detailed documentation.

· Maintain accurate records through the help desk ticketing system, asset inventory, and departmental documentation to support efficient IT operations.

· Review ticketing system for recurring issues and report finding, and escalate, as needed.

· Provide technical support by researching, diagnosing and resolving online banking issues efficiently and accurately.

· Notify relevant departments and branch staff of online banking system updates and determine appropriate communication scope.

· Manage, configure, and monitor online banking systems and vendor relationships.

· Ensure updates to digital media systems are thoroughly tested and communicated to relevant departments.

· Check over-limit transactions and work exceptions for Bill Pay.

· Run daily operational tasks, monitor for errors, and maintain logs and reports.

· Manage daily backup processes and ensure data integrity.

· Image and install new PCs/workstations and manage updates and patches.

· Process employee lifecycle requests (New Hire, Transfer, Termination).

· Research and recommend new technologies to enhance member experience.

· Support the development and implementation of new products and services.

· Ensure appropriate security and privacy controls are maintained across online banking and other relevant systems.

· Seek ongoing training and development opportunities through conferences, literature, and educational events.

· Maintain a clean and secure work environment, ensuring confidentiality of member information.

· Maintain a working knowledge of all credit union products and services.

· Perform additional responsibilities as assigned.

Additional Essential Duties and Responsibilities for Technology Support Analyst II:

· Monitor system logs and security tools to ensure integrity and report suspicious activity.

· Proficiently analyze and distribute technical support requests within reasonable timeframes.

· Train and mentor Technology Support Analyst I and contribute to the centralized IT Knowledge Base.

· Participate in IT projects and initiatives, including Change, Incident, and Asset Management processes.

· Support vendor billing processes and authorize invoice payments as assigned.

· Advise management of any atypical situations that may pose risks to the Credit Union.

Additional Essential Duties and Responsibilities for Technology Support Analyst III:

· Train and mentor Technology Support Analyst II, contribute to the centralized IT Knowledge Base.

· Contribute and take lead as assigned to IT initiatives and projects, actively supporting Change Management, Incident Management, and Asset Management processes.

· Assist in the development and maintenance of security cameras and Wi-Fi equipment in all PFCU locations.

REGULATORY COMPLIANCE

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.

CONFIDENTIALITY

This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

SECURITY

To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements

Technology Support Analyst I: High school graduate or equivalent.

Technology Support Analyst II-III: A two-year college degree or completion of a specialized certification or training in a similar or related field, is preferred.

Work Experience

Technology Support Analyst I: One to three years of similar or related experience is preferred.

Technology Support Analyst II-III: Three to five years of similar or related experience is preferred.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.

Other Skills & Abilities

· Excellent knowledge of the credit union’s core system.

· Excellent working knowledge of the forms and documentation used by the credit union.

· Strong knowledge of credit union products and services.

· Excellent understanding of the Credit Union departments and procedures.

· Comfortable interacting with and presenting to all levels of management

· Positive team-oriented attitude and excellent leadership skills

· Knowledge of Credit Union and/or financial products.

· Effective problem-solving skills

· Punctual, self-motivated, confident and accurate.

· Excellent communication and interpersonal skills both written and verbal.

· Able to stay calm under pressure.

· Professional attitude; supportive management.

· Neat and professional in appearance and dress.

· Ability to create good word of mouth; proven ability to effectively offer solutions.

· Aptitude for detailed work.

· Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, coin and money counting machines, computer, and telephone. Good typing skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in work environment is usually moderate. While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.

Mental Demands

The employee is frequently required to use alertness, precision, resourcefulness, problem solving, numeric calculations, persuasiveness, auditory perception, memory, creativity, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, comparing, and analyzing.

INTENT & FUNCTIONS OF POSITION DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff or termination decisions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act (ADA), it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which pose an undue hardship on the Credit Union. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

PFCU is an equal opportunity employer