Support Analyst

Purpose, Mission, Vision, Values

At Scott Credit Union, we are committed to upholding our purpose, mission, vision, and values. Our Purpose guides everything we do as an organization and is supported by our actionable Mission, Vision, and Values. If our chosen purpose, mission, vision, and values resonates with you and you want to find meaning in your work, we hope you will apply to become a part of our team!

Purpose:
To be with our members through every phase of their financial journeys, providing financial solutions that support them, their families, and their communities.
 
Mission:
Members. Value. Community.
 
Vision:
Building Better Financial Futures.
 
Values:
Accountability - I take pride and ownership in all I do.

Diversity - I support the diverse, equitable, and inclusive work environment that is fostered by Scott Credit Union.

Growth - I will pursue professional development with the encouragement of Scott Credit Union.

Integrity - I will maintain the highest ethical standards.

Service Excellence - I am devoted to continuously "WOW"ing members and each other through the 3e Promise.

Why You Should Join Our Team 

Scott Credit Union is a recipient of the St. Louis Post-Dispatch Top Workplaces Award 2025, the twelth time since 2012. This year, SCU was recognized as one of the Top Workplaces for our dedication to our people-first culture. The Top Workplaces award highlights SCU’s commitment to creating a positive and supportive work environment, where employees thrive and contribute to the organization’s overall success. Our team is our #1 priority, and we are proud to offer great benefits and perks, such as 11 paid holidays, competitive paid time off (PTO), Short-Term Disability (STD) that includes maternity leave, 401k with employer match, medical, dental, vision, and other insurance options, educational reimbursement program, employee assistance programs, opportunities for career advancement, casual “dress for your day” dress code, a positive team-oriented culture, and much more! A comprehensive benefit guide with a full list of our benefits can be found on our career page, scu.org/careers/.

The Day to Day as a Support Analyst

Provide first and second level support to system users and ensure a wide variety of problems involving hardware and software applications are diagnosed and resolved in a timely and professional manner. May also provide support for identified Level 2 issues where configuration solutions have already been documented. A Support Analyst will also be the first point of contact during escalations within and from the Support technician group and utilizes advanced skills and knowledge to assist in the resolution of problems and issues. A typical day will look like:

• Answers all incoming calls and emails, instant messages and helpdesk voicemails.
• Create, resolve, escalate, and close Help Desk tickets using the Help Desk management system. 
• Diagnose and resolve issues related to technical difficulties with hardware, software, and the network.
• Document issues, troubleshooting steps and resolution in the Help Desk ticketing system to keep teammates and users informed of issue status.
• Monitor the ATM network and troubleshoot issues, escalating to appropriate areas for resolutions. (branch staff, ATM Analyst and/or opening ATM maintenance vendor tickets)
• May travel to offsite locations either as a team or individually to fix issues and/or install/upgrade equipment.
• Install and configure new workstations, laptops, and any other IT equipment.
• Maintain ongoing organization and cleanliness in assigned IT technician areas.
• Create and update knowledge (solutions) base articles on issues or equipment installs/resolutions.

• Updating and maintaining corporate desktop and laptop images
• Printer and print server maintenance
• Mobile device management/maintenance
• Inventory/Assets (updating and maintenance)
• Level 2 ticket escalation point of contact.
• AD Account maintenance
• Research solutions to newly discovered issues and provide resolutions. Escalate to appropriate next tier and/or vendors if necessary.
• Install Configure and Troubleshoot computer equipment, peripherals, software, and services. 
• Provide technical support and training to assist all departments with technology equipment and applications, both remotely and in person.
• Diagnose hardware, software, and system problems reported to Help Desk.
• Troubleshoot and assist in trouble shooting of ATM and ATM hardware and software to resolve program, hardware, and software malfunctions. Coordinate resolution with necessary vendors. 
• Analyse and troubleshoot technology equipment, software and services to ensure high availability. Collaborate with users and vendors to achieve the same. 
• Ensure that all calls, emails and verbal requests are properly documented in the Help Desk system.
• Assist with IT hardware and software inventory management.
• Assist with disaster recovery and business resumption planning for end user computing.
• Stay current with technologies and applications used by our users
• Participate in IT on-call program/rotation.
• Assist the on-call team member and/or the IT team members with emergencies that occur during non-business hours.  
• Assist with technology vendor management and due diligence activities.
• Assist with maintaining and evaluating helpdesk procedures.
• Document computer problems and resolutions for future reference.
• Ability to manage time and prioritization of tasks effectively to ensure that the Credit Union is functioning in the most efficient manner. 

Are You a Good Fit?

Ask yourself the below questions to help determine if this job is the right fit for you.

• Do you enjoy engaging with people and providing exceptional customer service?
• Are you detail-oriented and like working with numbers?
• Do you thrive in a fast-paced environment?
• Are you a positive person who enjoys working as part of a team?
• Do you enjoy working in a diverse environment with diverse members?
• Do you take pride and ownership in all that you do?
• Are you looking for a job where you can develop professionally?

If you answered yes to these questions, we hope you apply!

To Be Considered, You’ll Need:

• Bachelor's Degree in Information Technology; Or
• Associate Degree in Information Technology related field plus two (2) years of experience as a Support Analyst or in an IT role with the same or similar job responsibilities; Or
• Four (4) years of experience as a Support Analyst or in an IT role with the same or similar job responsibilities.
• Valid driver's license and must qualify for automobile insurance coverage at normal insurance rates. 

Preferred Qualifications That Could Set You Ahead:

• Experience with administering Office 365, Active Directory Users, and enterprise level support desk software. 
• A and Network Certifications

Are You Ready to Join Our Team?

If this sounds like the right opportunity for you, we hope you apply today! If selected as a candidate, next steps may include a phone interview to go over the basics and/or an in-person interview to learn more about your experiences and qualifications.