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IT Support Analyst

2 months ago

Queens, United States United Nations Federal Credit Union Full time
Position Overview

The IT Support Analyst plays a crucial role in conducting in-depth analysis to resolve operational and application challenges, particularly those related to third-party business applications in active use. This role also encompasses operational responsibilities to assist various departments within the organization.

Key Responsibilities
  • Deliver application support for a diverse range of banking business systems while ensuring the Credit Union's dedication to exceptional member service.
  • Maintain a comprehensive understanding of different Credit Union business processes and systems to provide effective technical and operational support to staff.
  • Conduct quality assurance and quality control tasks related to operations and applications, including identifying, documenting, and recommending solutions for operational issues.
  • Update and manage software resources, including posting updates, drivers, and frequently asked questions on the Credit Union's Knowledge/Solution database to facilitate problem resolution.
  • Generate and disseminate Operations Alerts and Service Alerts based on incidents or requests.
  • Support Business Continuity Planning for specific applications and business units.
  • Monitor, evaluate, create, publish, and maintain documentation for any requested changes by business units, ensuring all internal staff are informed.
  • Research and implement application/system parameters, versions, and data access protocols; develop maintenance and support procedures accordingly.
  • Generate reports for management and staff from various database sources efficiently.
  • Assist in providing level I (Service Desk) support during high request volumes and manage escalated tickets.
  • Acquire knowledge of new applications or operational processes targeted at specific business units.
Qualifications

Applicants should possess:

  • A Bachelor's degree in Management Information Systems or Computer Science.
  • A minimum of 2 years of experience in a customer or IT help desk service environment.
  • Experience in banking, financial services, or operations and applications support.
  • Proficiency in supporting various software applications and systems.
  • Advanced computer skills, particularly with databases and reporting.
  • Strong analytical and problem-solving abilities.
  • Excellent oral and written communication skills.
  • The ability to manage multiple tasks effectively.