service desk analyst Fairfax, VA
Apple Federal Credit Union
Full Time
Fairfax, VA
66849 - 49464 USD ANNUAL Today
Job description
Why Join Apple?
Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.
Additional Workplace Highlights:
- Named 2022 Best Credit Unions to Work For by American Banker
- Named 2021 Washington Post Top Workplace
- Named 2021 Best-In-State Credit Union and Best Credit Union in Northern Virginia by Forbes
- Diverse, friendly work environment, progressive management staff
- 21 branches in Northern Virginia with easy commuting distance
Role:
As a Service Desk Engineer II, you will report directly to the Service Desk Manager and will work closely with our Service Desk, Infrastructure, Enterprise Application Support, Software Engineering and Cyber Security engineering teams to provide IT support for our internal members and systems. You should be passionate about delivering exceptional customer service, technology, teamwork and helping people lead simpler, fulfilling, and more rewarding lives.
Essential Functions & Responsibilities:
Support, Incident & Problem Resolution
- Create, document, gather information, qualify, track, and resolve IT support requests and issues within the Service Desk ticketing system from a variety of sources such as monitoring alerts, email, internal escalations, and the technical support hotline
- Work to resolve, escalate, and/or resolve requests, incidents, and problems
- Provide routine communication and updates with management, peers, and internal members regarding the status of IT issues and support request tickets
- User administration within Microsoft Active Directory and Microsoft 365 services
- Assist with RCA (Root Cause analysis) and RFO (Reason for Outage) investigations to contribute to problem solving and continuous improvement
- Provision, implement, troubleshoot, and administration of Windows 10 workstations, network connectivity and workstation applications such as Microsoft Office suite, OneDrive, Teams, Symitar Quest, Xperience, Synergy, Citrix Virtual Apps, and other line of business applications.
- Provision, implement, troubleshoot, and administration of credit union devices such as Laptops, Monitors, Check Scanners, Cash Recyclers, and other credit union related devices.
- Document, maintain, and report on IT asset inventory including technical configuration and contract support coverage
- Participate in an IT on-call rotation
- Participate in Saturday Shift coverage
Continuous Improvement
- Proactively evaluate and implement documentation including SOPs, processes and procedures to optimize the deployment, administration and support of IT services
- Work with all members of the IT department to maintain a zero-trust security architecture to ensure that our systems are protected and secure
- Provide continuous improvement of the end user experience
- Maintain system integrity and performance through active monitoring, logging, testing, troubleshooting, diagnosis and resolution
- Improve system performance including hardware and software replacement, upgrade, capacity planning, sizing and optimization
- Contribute to the formulation, implementation, and administration of credit union-wide policies and business goals while ensuring adherence to regulatory compliance
- Remain cognizant of and adhere to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act
- Perform duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve With Purpose, Challenge Yourself and Own It
- Perform other duties as assigned by management
Performance Measurements:
This position will be assessed for performing duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve with Purpose, Challenge Yourself and Own It as well as departmental and organizational goals.
Knowledge and Skills:
Experience
- Minimum 3 years of experience providing IT technical support and administration within an IT service desk environment.
- Minimum 2 years troubleshooting and administration of Windows 10 operating system and workstation applications, user administration experience using Microsoft Active Directory, Microsoft 365 services
- Experience working within the financial industry preferred
Education
- BA/BS degree with an emphasis in IT/IS, Computer Science or equivalent combination of experience and relevant certifications
- CompTIA A+, Server+ or a Network+ certification required (multiple preferred)
- Familiarity with ITIL v4 and Project Management frameworks preferred
Interpersonal Skills
- Strong prioritization, problem solving, diagnosis and troubleshooting skills
- Excellent verbal and written communication skills
- Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union
- Ability to work in a team environment, meet deadlines, and take on a high level of responsibility and accountability
Other Skills
- Perform duties and responsibilities in accordance with The Apple Way principles of Team Up, Inspire Promoters, Challenge Yourself and Own It
- Obtaining cooperation (internally and/or externally) is an important part of the job
- Proven experience in participating in multiple projects and ability to work with limited supervision
- Knowledge of banking or credit union products, services, policies, and procedures a plus
Physical Requirements
- Ability to be onsite at our Headquarters and branch locations in the Northern Virginia area
- Ability to lift a minimum of 25 lbs.
Work Environment
- Ability to function in a financial institution environment
- Ability to travel if necessary
Hybrid Schedule
Location: Fairfax, VA
*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.
As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.
All selected candidates will be subject to credit and background checks to determine employment eligibility. ***
About Apple Federal Credit Union
CEO: Andy Grimm
Revenue: $1 to $5 billion (USD)
Size: 501 to 1000 Employees
Type: Nonprofit Organization
Website: http://www.applefcu.org
Year Founded: 1956
Apple Federal Credit Union
http://www.applefcu.org
Fairfax, VA
Andy Grimm
$1 to $5 billion (USD)
501 to 1000 Employees
Nonprofit Organization
Banking & Lending
1956
