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Technical Support Analyst

2 months ago

Saint Charles, Missouri, United States Vantage Credit Union Full time
Job Overview

Location
Admin Building - Saint Charles, MO

Employment Type
Full Time

Required Education
Associate's Degree

Travel Requirements
None

Work Schedule
Day Shift

Industry
Information Technology

Position Summary

KEY RESPONSIBILITIES
  • Deliver first and second-tier technical assistance to users facing challenges with software systems.
  • Identify and troubleshoot software issues, determining root causes and applying effective solutions.
  • Work collaboratively with external support and IT departments to address intricate technical challenges.
  • Participate in an on-call rotation to provide assistance for urgent matters outside regular hours.
  • Serve as a subject matter expert for Loan Origination Software (LOS) support, specifically for MeridianLink Consumer (Loans) and MeridianLink Opening (Deposits).
  • Contribute to the development of user manuals, FAQs, and other resources to aid users in effectively utilizing software applications.
  • Facilitate training sessions or workshops to inform users about best practices and software functionalities.
  • Monitor software applications for performance discrepancies, errors, and potential security risks.
  • Conduct routine maintenance, updates, and patches to ensure software applications remain current and secure.
  • Manage and prioritize support requests, ensuring prompt resolution and clear communication with users.
  • Escalate complex or unresolved issues to the appropriate teams or vendors, ensuring follow-up until resolution.
  • Engage in quality assurance testing of new software releases, identifying bugs and providing constructive feedback.
  • Coordinate with support teams to replicate and resolve identified issues prior to software deployment.
  • Collaborate closely with the Application Support team, the broader IT department, and business units to enhance communication and teamwork.
  • Provide timely updates and reports on support activities, issues, and resolutions to management and stakeholders.
REQUIRED QUALIFICATIONS

KNOWLEDGE
  • Proficient in office software such as Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant applications.
  • Familiarity with project management tools (e.g., JIRA, Asana, Trello, Planner) is preferred.
  • Understanding of IT terminology and concepts.
  • Knowledge of administrative procedures and best practices in a dynamic IT environment.
SKILLS
  • Experience with software applications or platforms relevant to the financial services sector, particularly within a credit union, is beneficial.
  • Certifications in ITIL, CompTIA A+, or other relevant qualifications are a plus.
  • Familiarity with ticketing systems, remote support tools, and modern project management software.
  • Strong technical aptitude and problem-solving capabilities.
  • Understanding of the software development lifecycle, databases, and programming languages.
  • Ability to work independently and collaboratively in a fast-paced setting.
  • Attention to detail and a commitment to delivering high-quality support to users.
  • Excellent organizational and time management skills, with the ability to prioritize tasks effectively.
  • Strong written and verbal communication skills, with the ability to engage effectively with individuals at all levels.
  • Problem-solving skills and the ability to manage multiple tasks simultaneously under pressure.
  • Adaptability and flexibility to adjust to changing priorities and exercise judgment in a fast-paced environment.
EDUCATION AND EXPERIENCE
  • Associate's degree in Information Technology, Computer Science, or a related field; a Bachelor's degree is preferred.
  • Prior experience in application support, IT support, or a similar role.
  • Experience in the Information Technology or financial services industry, particularly within a credit union, is advantageous.
PHYSICAL DEMANDS

The role requires the following physical activities in various environmental conditions:
  • Occasionally remaining in a stationary position, either standing or sitting for extended periods.
  • Occasional travel or movement between office locations or departments.
  • Occasional lifting, moving, or adjusting objects weighing up to 20 pounds.
  • Constant communication with others through various channels, including verbal, email, and chat, which may require regular use of a keyboard and mouse.
  • Work will be conducted in a temperature-controlled environment.
  • Occasional temporary site reviews that may involve exposure to outdoor elements.