Technical Support Analyst II

Whitefish Credit Union

. Act as a primary contact for technical support at Whitefish Credit Union .

Posted 10/17/2026full-timeMissoula • Montana • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support, including proficiency in Windows 10/11, Active Directory, and network troubleshooting. Capable of providing superior customer service while maintaining compliance with industry regulations and internal policies.

Highest-signal resume keywords

Windows 10/11 ProficiencyActive Directory ManagementCompTIA A+ CertificationTCP/IP Networking KnowledgeCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportHardware TroubleshootingSoftware TroubleshootingNetwork SupportDocumentation SkillsInstallation and UpgradesService Desk Ticket ManagementUser Account ManagementRemote Support ToolsSystem Efficiency Projects

Soft Skills

Problem-Solving SkillsAttention to DetailEffective CommunicationAdaptabilityMultitasking Ability

Tools & Technologies

Office 2019/365Windows Server OSRemote Support ToolsService Desk SoftwareDesktop Hardware

Certifications & Qualifications

CompTIA A+CompTIA Network+ITIL Certification

Industry Keywords

Financial Institution ExperienceRegulated Industry ComplianceBSA TrainingInformation Privacy Guidelines

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree in computer science, MIS, or a related field, or 3+ years of relevant experience in technology support positions
Proficiency in Windows 10/11, Office 2019/365, Active Directory, and remote support tools
Knowledge of TCP/IP networking, current Windows Server OS, and mobile device support
Current or willingness to obtain CompTIA A+, CompTIA Network+, ITIL, or equivalent certifications within 12 months
Experience working in a financial institution or other highly regulated industry
Superior customer service skills and ability to translate complex technical jargon appropriately
Strong attention to detail and professional documentation skills
Strong problem-solving skills and ability to work independently
Adaptability and willingness to maintain current knowledge through ongoing education
Willingness to travel to branch locations and be available on-call, including nights and weekends as needed
Effective communication in person, in writing, and over the phone
Ability to interact calmly and professionally with people from all backgrounds
Ability to multitask, prioritize, organize responsibilities, and meet deadlines
Ability to follow oral and written instructions
Ability to work effectively with others and accommodate different work styles
Ability to lift up to 75 lbs. to overhead positions with or without accommodation
Completion and passing of mandatory annual BSA training and applicable tests
Compliance with Whitefish Credit Union, Montana, and Federal information privacy guidelines
Adherence to Whitefish Credit Union policies and procedures
Protection of member and Whitefish Credit Union confidential information

Benefits

Comp & perks

Competitive starting wage
100% paid health insurance for employee
FSA (Flex plan) available
Telehealth available
3% employer 401k contribution (no matching requirement)
8% employer pension plan contribution (following first year of employment)
11 paid federal holidays (Saturday holidays excluded)
17 days of PTO annually, accrued monthly
Life and disability insurance
Wellness program
24 hours annually of paid time for non-profit volunteer efforts
Tuition Reimbursement Program – application-eligible following one year of employment