Technical Analysts are responsible for general break/fix and troubleshooting primarily of end-user services within the Infrastructure. This includes but is not limited to desktops fixes, images, installation and maintenance of hardware/software in the branch network and centralized departments. This position has a solid understanding of Infrastructure specific to Service Credit Union including general VMware knowledge, banking and non-banking services and controls, thin client technology and our Branch environment.

This position will be required to act with a minimum of supervision to meet established SLAs. Key decisions include the timely response to ticketed work, managing requestor expectation, adhering to SLA and ensuring customer satisfaction.

The primary goal of a member on the desktop team is to support the production environment and ensure Information System availability and integrity. While working as a team, can backfill and work together to meet team goals. The team works closely with other IS teams, with the goal of maintaining a positive working relationship with all employees.

Technical Analysts assist with projects. They troubleshoot basic to medium technical issues for software, hardware and virtual environments. They provide additional support to assist in the refresh of hardware that the team is responsible for. They setup and configure new systems, and complete break fix and warranty repairs.

This intermediate role also assists with project management, provides leadership and mentoring for junior team members. They troubleshoot medium to advance technical issues for software, hardware and virtual environments and provide support to infrastructure that the team is responsible for organizing / scheduling / maintenance / refresh and repairs.

Key Responsibility Areas:

• Support end-user devices such as laptop, desktop, thin client computers, phones and mobile devices.
• Support shared devices such as printers, scanners, multifunction copiers and plotters.
• Support authorized software on end-user and shared devices.
• Escalate technology issues to Manager where required
• Work with customers to manage expectations, keep them informed and strive for customer satisfaction.
• Ensure service interruptions are minimized and the value of changes implemented are maximized. Understand and appreciate the impact of any change to the user environment.
• Provide value-added user training where appropriate on use of desktop and workspace technologies.
• Maintain current knowledge of the Servus Credit Union infrastructure and evolving changes within the environment by sharing information to keep current on new products, services, hardware or other configuration changes within the infrastructure.
• Support team goals to manage inventory to ensure required resources are available.
• Attend and contribute to team meetings.
• Provide input and leadership to projects.
• Provide medium to advanced technical leadership to team as required.
• Perform general system support functions and other cross-functional duties, as assigned.
• Incident Management
• Request Management
• Knowledge Management
• Continual Service Improvement

Experience:

• Supported Microsoft Windows 7 and Windows 10.
• Performed general mathematical calculations for creating needs assessments, budgets, and so on, including a moderate understanding of basic accounting.
• Experience with Microsoft Office 2010 and 2013. 2016 and Office 365 knowledge preferred.
• Experience with Desktop Antivirus Tools, i.e. Kaspersky
• Experience with UEM 12 or MDM equivalent.
• Experience one or more Incident Management tools in previous work. (ITSM, Heat, ConnectWise)
• Experience demonstrating an medium to expert level of knowledge of the following technologies (ability to build and deploy); desktop imaging, desktop hardware, printer hardware & configurations, VMware virtualization.
• Microsoft Cloud Services knowledge an asset.
• At least 5 to 10 years of experience working with Information Technology.
• Financial sector experience (preferably in banking) is considered an asset.
• Demonstrated application of networking principles, hardware, software, desktop builds, and working knowledge of information systems and security.

Education and Training:

• Certificate or equivalent experience for at least two of the following technologies: VMware View, SCCM, MDT, HP Management tools, Desktop Anti-virus, MDM technology.
• Grade twelve education or currently enrolled in a university, college or pursing a technical degree in information technology.
• 2 to 5 years Information Systems experience or equivalent education.
• Five years Information Systems experience in industry (not education).

Licenses/Certificates:

• ITIL Foundation and Technical certification required
• Other certifications like A+, Network +, MCSA, MCITP, MCP or knowledge of required technologies, such as VMware Horizon View, SCCM and Microsoft MDT are desirable.
• Windows 10 MCSA and Office 365 MCSA’s are highly desirable.

Other special requirements:

• Ability to work regular work week Monday through Friday with flexibility to provide after-hours support and scheduled after hour maintenance.
• Must be available to travel primarily within the city but also to rural branches when required.
• Must have own vehicle and valid driver's license.
• Ability to lift up to 40 Lbs.

Why Servus Credit Union? We live our values in how we do business and how we treat our employees. Servus Credit Union is one of Canada’s 50 Best Managed Companies. Servus is committed to being socially responsible and living the co-operative values. Through our operations, we strive to make a positive impact on our economy, the environment and society. We know that our employees are our most valuable assets so we offer ongoing growth and career advancement and we reward employees for their hard work and achievements.