Whitefish Credit Union

Support Engineer

• Act as a primary contact for technical support at Whitefish Credit Union
• Handle IT Service Center support requests
• Develop procedural and support documentation
• Diagnose and resolve computer hardware and software problems onsite or remotely
• Collaborate with cross-functional teams on system-efficiency projects
• Provide guidance and training to Tier I technicians
• Serve as escalation point to Tier 3 Support Analysts
• Receive Tier I escalations and track and verify resolution
• Coordinate Tier 1 efforts to maintain high customer support levels
• Provide timely technical assistance to staff and document resolutions
• Set up, manage, and delete employee user accounts
• Maintain desktop hardware inventory
• Diagnose and resolve hardware, software, and network issues
• Perform installations, upgrades, and patches
• Support implementation and maintenance of networks, servers, applications, and other enterprise systems
• Monitor and update service desk tickets for service-level agreement compliance
• Keep users informed throughout issue resolution
• Maintain standard operating procedures and troubleshooting guides
• Report to work on time and perform other duties as assigned

Explore Technical Support Analyst II at Whitefish Credit Union. Review requirements and application details.

Technical Support Analyst II

Administration

• Support all systems and infrastructure for Whitefish Credit Union
• Perform complex project planning and maintenance tasks independently
• Provide Tier 3 support to resolve issues assigned to the IT project engineering team
• Participate in the critical system support structure with other IT departments
• Participate in, engage with, and occasionally lead team meetings and team-building activities
• Execute project-related tasks from concept, planning, and design through completion
• Maintain education and cross-training on infrastructure areas of expertise
• Prepare, lead, and attend training when appropriate
• Evaluate and estimate infrastructure work requests and major projects
• Provide systems recommendations with detailed work plans and supporting documents such as Visio diagrams
• Participate in infrastructure project development and planning
• Troubleshoot system outages and performance issues supporting key business processes and core services
• Configure and install systems equipment for reliable operation
• Research systems products, services, protocols, and standards
• Participate in equipment, hardware, and software installations and upgrades
• Interact with vendors, outsourcers, and contractors to ensure SLA and project performance
• Create, maintain, and update documentation and checklists
• Apply advanced troubleshooting methodologies to resolve issues efficiently and minimize negative impacts
• Plan and design systems infrastructure, including new equipment acquisition and installation and reconfiguration of existing equipment
• Develop and maintain network documentation and security and network-use policies
• Report to work on time and as scheduled
• Perform other duties as assigned
• Report to the Infrastructure Manager

Explore Principal Infrastructure Administrator at Whitefish Credit Union. Review requirements and application details.