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IT Technical Support Analyst I

Company: Amplify Credit Union
Location: Austin
Posted on: August 17, 2019

Job Description:

Job Title

IT Technical Support Analyst I

Job Type

Full Time


Information Technology/Software Development


Parmer - Austin, TX 78727 US (Primary)


Monday through Friday between the hours of 7 a.m. and 6 p.m., on-call phone rotation

Job Description

Position Summary

In this role, you will be hands-on with PC hardware and software. You will provide tier 1 support and training to system users to help them be efficient and successful in their use of technology. You will also be responsible for running jobs, distributing reports, and participating in special projects.

Your responsibilities will include the following:

Assisting users with requests submitted through the IT ticketing system

Escalating tickets as required, notifying management of critical outstanding issues

Operating computer system to process tasks/jobs and monitoring output to assure the integrity of each process and/or generated report

Ensuring system backup procedures are successfully performed according to a predetermined schedule

Assisting Systems Administrator with job/process scheduling

Participating in the IT on-call rotation

Job Requirements


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED) plus one year experience in computer operations or completion of two or more programming courses; or equivalent combination of education and experience.

Experience should include: Microsoft Office Suite 365 support with concentration on Outlook; responding to user requests for account creation, access to network resources, and troubleshoot user issues related to Active Directory. Experience in help desk environment a plus.

Software & Equipment Requirements

The following experience is preferred:

Basic level of understanding of Windows/Networking platform

Basic level of understanding financial applications such as Fiserv DNA, Q2, Encompass, Cubus, Akcelerant, etc.

Experience working with Windows/AIX environment

Knowledge with Adapt phone system

Other Qualifications

Must be able to work flexible hours as needed and have reliable transportation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All employees must follow safety and security rules and regulations.

While performing the duties of this job, the employee is required to remain in a stationary position working at a computer up to 95% of the time. The employee is frequently required position self to access networking and computer equipment that may be located overhead, underneath a desk, or in enclosed spaces such as a server room. The employee is frequently required to operate a motorized vehicle to travel between various branches. The employee may occasionally ascend/descend a ladder to reach computer equipment that is positioned overhead. The employee must frequently move computer equipment weighing up to 50 pounds from one office building to another. The employee must be able to assess the status of various network equipment and processes by reviewing online reports or examining the equipment itself, identify problems, and determine appropriate solutions. The person in this position frequently communicates with employees and vendors regarding information technology needs and requests, and so must be able to exchange information accurately verbally and in written form.

Equal Employment Opportunity AMPLIFY is committed to providing equal employment opportunities (EEO) to all applicants without regard to race, color, religion, gender, genetics, sexual orientation, national origin, age, disability, or status as a covered veteran in accordance with applicable federal, state and local laws.

Keywords: Amplify Credit Union, Austin , IT Technical Support Analyst I, IT / Software / Systems , Austin, Texas

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