Connexus Credit Union - Who We Are: Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates for personal, home, and auto loans. From its early beginnings on through the years, Connexus has remained a strong, growing, and secure financial institution that remains committed to serving the financial needs of our member-owners across the country. A Values-Based Culture: Our Values of Integrity, Respect, Transparency, Wellbeing and Synergy aren't just words on a page; our values dictate the actions of the organization and everyone within it. We demonstrate our values in every personal interaction, phone call, and email ‐ every day. As a Desktop Support Analyst, you will be working on projects, providing level 2 support, coordinating and follow up on escalations. This position will require a deep understanding of Windows, Mac, Virtual Desktop and third party application support. You will be responsible for provisioning and endpoint imaging, hardware and software troubleshooting, and will be senior-level resource for the rest of the service delivery team. Your experience and technical knowledge will bring value to and help elevate the team overall. While you take extreme ownership of your assigned tasks, you understand the value and importance of working as a member of a highly performing team. At the center of it all, your core personal values will strongly align with the Connexus Values. This position will work on-site at our Pine Ridge location in Wausau, WI. You may be eligible to work from home in a hybrid role depending on business needs, which will require working 3 days in office and 2 days at home. There may be occasional travel that would be required to Connexus Credit Union branches, based on business needs. Responsibilities of the Position: Provides excellent customer service support with a focus on enhancing the user experience. Ensures all tasks are appropriately communicated and resolved to users’ satisfaction, communicating technical information in layman’s terms Assists in the planning, design, integration, and development of new desktop software and hardware Reviews and analyzes the effectiveness and efficiency of existing desktop related systems and develop strategies for improving or further leveraging the systems Analyzes, resolves and documents problems of moderate level complexity Leads process analysis activities to identify alternative business solutions, process improvement opportunities and/or automation opportunities Provides backup support for tier-1 support team to include answering phones, ticket triage and user administration activities as needed Ensures compatibility and interoperability of vendor-based and in-house computing systems and pinpoint where changes need to be made Acts as a liaison between customers and Business Technology delivery teams Assist with the provisioning and imaging of endpoint devices and provides onboarding training to new Connexus employees Regularly review tickets assigned to Support Services and BT teams for timely response. Utilizes data and analytics to identify improvements opportunities and recommend improvements to leadership Position Minimum Requirements: 2 years of applicable IT support experience is required Experience in implementing desktop level software and hardware solutions, systems or products. Ability to troubleshoot issues, problem solve, and multi-task with attention to detail Certifications in A Certification and/or any Microsoft Certified Professional from the MCSE track preferred, but not required Customer oriented positive attitude with strong communication (interpersonal, verbal and written) skills Computer skills including MS Office applications (Word, Excel, Outlook, etc.) Participates in on-call rotation one week (Tuesday-Tuesday), approx. every nine weeks Connexus offers employees a comprehensive benefits package that includes: Four weeks of paid time off Seven paid holidays Sixteen hours of volunteer time off Health, Dental, Vision insurance Health Savings and Flexible Spending Accounts Life insurance, Short-Term and Long-Term Disability 401k retirement with company match Employee Assistance Program Connexus Credit Union's Recent Recognitions: 2022 Best Credit Union – Bankrate 2022 Best Checking Account – Forbes Advisor 2021 Best Credit Union – Bankrate 2020 Best Credit Union in the U.S. – Kiplinger Fifth Largest Credit Union in Wisconsin (by asset size) Equal Opportunity Employer/Disabled/Veterans/41 CFR 60–1.4, 41 CFR 60-1.35