System Support Analyst (Level I, II, III, or Lead)

JOB OBJECTIVE

Under the general supervision of the Help Desk Supervisor, this role provides technical support for credit union workstation technologies, mobile devices, software, telecommunications systems, and peripheral equipment. Installs, configures, troubleshoots, and maintains hardware and software solutions while delivering exceptional customer service to internal users.

Positions may be filled at the System Support Analyst I, II, III, or Lead level based upon the candidate's qualifications, technical expertise, certifications, leadership capabilities, and demonstrated experience.

Higher-level positions assume progressively greater responsibility in system administration, project leadership, process improvement, mentoring, operational oversight, and service delivery management.

DIMENSIONS

Components Supported

• Multiple Redundant Data Centers
• Multiple Cloud-Based Infrastructure (IaaS)
• 600+ Desktop Systems
• 150+ Mobile Devices
• 120+ Servers
• Multiple Redundant Unified Communications Systems
• 26+ Branch Locations and Spectrum Center

Hardware/Software Assets Managed

• $4MM+

Annual Capital Expenditures

• $400M-$600M

Annual Service Contracts Administered

• $250M-$350M

SUPERVISORY RESPONSIBILITIES

This position reports directly to the Help Desk Supervisor for work guidance, direction, and feedback and to IT leadership for coaching and performance appraisal.

• System Support Analyst I, II, and III have no direct reports.
• Lead System Support Analyst provides functional leadership, mentoring, workload coordination, process oversight, and guidance to Help Desk personnel.

NATURE & SCOPE

Core Responsibilities (All Levels)

• Provide technical support to credit union staff to ensure effective utilization of workstation technologies, software, mobile devices, telecommunications systems, and peripheral equipment.
• Participate in Help Desk operations to ensure quality service is delivered according to organizational standards.
• Install, configure, relocate, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and related hardware.
• Perform diagnostic testing and resolve technical issues or escalate as necessary.
• Interface with vendors for warranty repairs, support services, and equipment maintenance.
• Maintain regular communication with end users regarding technical issues and IT initiatives.
• Effectively communicate technical information in user-friendly terms.
• Document issues, resolutions, procedures, and technical standards.
• Deliver exceptional customer service to internal and external customers.
• Perform other duties as assigned.

Additional Responsibilities – Analyst II

• Provide advanced support for telecommunications systems including moves, adds, changes, system backups, and reporting.
• Provide network support services, hardware maintenance, and troubleshooting assistance.
• Assist with the evaluation of emerging technologies, mobile communications systems, and endpoint management tools.
• Participate in technical research and recommend solutions for operational improvements.

Additional Responsibilities – Analyst III

• Evaluate, implement, maintain, and document new and existing technologies.
• Lead workstation and mobile device deployment, support, and lifecycle management initiatives.
• Assist with hardware evaluation, testing, implementation, and support strategies.
• Develop and maintain Standard Operating Procedures (SOPs) and technical documentation.
• Provide user training and administrative support related to password management, security awareness, access privileges, and technology usage.
• Mentor junior staff members and provide day-to-day guidance for Help Desk activities.
• Lead small-to-medium technology projects impacting end-user computing environments.

Additional Responsibilities – Lead Analyst

• Lead daily Help Desk operations, workflow prioritization, ticket queue management, and escalation processes.
• Establish, monitor, and report on Help Desk Service Level Agreements (SLAs).
• Analyze Help Desk metrics, incident trends, staffing needs, and performance indicators.
• Develop and maintain Help Desk policies, procedures, and operational standards.
• Coordinate incident management and ensure timely issue resolution.
• Provide mentoring, coaching, and technical leadership to Help Desk staff.
• Develop end-user training initiatives to improve technology adoption and computer literacy.
• Manage software licensing inventories and support operational governance activities.
• Recommend process improvements to increase customer satisfaction, efficiency, and First Call Resolution (FCR) rates.
• Lead larger workstation and end-user technology initiatives impacting the organization.

• Ticket Auditing: Review closed and active helpdesk tickets for accuracy, completeness, and adherence to service-level agreements (SLAs)
• Process Improvement: Identify recurring technical issues or workflow bottlenecks and suggest procedural fixes.
• Documentation Review: Ensure knowledge base articles, troubleshooting guides, and FAQs are clear, accurate, and up to date
• Metric Reporting: Track QA scores, customer satisfaction (CSAT) ratings, and first-contact resolution (FCR) rates for management reporting.
• Incident Escalation Tracking: Monitor high-priority, unresolved, or breached tickets to ensure proper escalation paths are followed by helpdesk technicians.
• VIP Ticket Oversight: Provide dedicated follow-up on tickets raised by senior executives or critical business units to ensure rapid, high-quality resolution.
• Targeted Retraining Coordination: Partner with training coordinators or team leads to schedule refresher training for technicians who consistently fall short of QA benchmarks.

EDUCATION, SKILLS & ABILITIES

The Eight Superpowers

• Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
• Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
• Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
• Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
• Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
• Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
• Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
• Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

OTHER EDUCATION, SKILLS & ABILITIES

System Support Analyst I

Education & Experience

• High School Diploma or General Equivalency required.
• 1-2 years of technical support experience.

Technical Requirements

• Working knowledge of: • Windows 10/11
• iOS and Android devices
• Desktop hardware and peripherals

Certifications

• CompTIA A+ or equivalent certification preferred or required.

System Support Analyst II

Education & Experience

• High School Diploma or General Equivalency required.
• 3-5 years of technical support experience.

Technical Requirements

• Comprehensive knowledge of: • Windows 10/11
• Mobile device platforms
• Enterprise software applications
• Endpoint deployment and management systems
• Network-connected peripherals

Certifications

• CompTIA A+
• Microsoft desktop support certification or equivalent

System Support Analyst III

Education & Experience

• High School Diploma or General Equivalency required.
• 5-7 years of technical support experience.

Technical Requirements

• Advanced knowledge of: • Endpoint management platforms
• System deployment technologies
• Mobile device management
• Telecommunications systems
• Enterprise user support environments

Certifications

• CompTIA A+
• ITIL
• AirWatch/Workspace ONE or equivalent certifications

Lead System Support Analyst

Education & Experience

• Associate's or Bachelor's degree in Information Systems, Computer Science, or related field preferred.
• 5-7+ years of progressively responsible Help Desk, Desktop Support, or End User Computing experience.
• Prior leadership, mentoring, or Help Desk coordination experience preferred.

Technical Requirements

• Advanced knowledge of: • Help Desk platforms
• End-user computing environments
• Incident management practices
• SLA development and reporting
• Mobile device management
• Microsoft Office and enterprise productivity tools

Certifications

• CompTIA A+
• ITIL
• Additional end-user support certifications preferred

Additional Qualifications (All Levels)

• Excellent written, verbal, and interpersonal communication skills.
• Strong customer service orientation.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Ability to conduct technical research and present recommendations.
• Ability to work independently and collaboratively.
• Ability to operate a motor vehicle and maintain a clean DMV record.

MAJOR ACCOUNTABILITIES

• Support workstation, endpoint, mobile, and peripheral technologies.
• Provide timely technical support and issue resolution.
• Maintain high levels of customer satisfaction and service quality.
• Contribute to Help Desk productivity and operational effectiveness.
• Support technology deployments, upgrades, and lifecycle management.
• Maintain accurate technical documentation and inventories.
• Improve operational processes and technical standards.
• Mentor team members and lead projects as appropriate to level.
• Support organizational technology initiatives impacting end users.

PHYSICAL REQUIREMENTS

• Ability to work within a data center environment and tolerate periods of continuous standing.
• Ability to lift up to 50 pounds.
• Ability to tolerate periods of continuous sitting.

ENVIRONMENTAL CONDITIONS

• Work is primarily performed within an enclosed office environment.
• Subject to standard office noise levels.
• Travel between credit union locations may be required.
• Ability to operate a credit union vehicle is required.
• On-call availability may be required for Lead-level positions and other positions as assigned.

Note: Staff are expected to perform various tasks, projects, and administrative duties as assigned. Management reserves the right to assign or modify duties and responsibilities at its discretion.

Salary Range (hourly - by level):

SSA I – $25.2199 - $31.5249

SSA II – $28.5658 - $35.7073

SSA III/Lead – $32.3870 - $40.4838