Sr. IT Support Analyst

Position Summary

The role is responsible for the design, implementation, maintenance, and performance of the organization’s network and server infrastructure, including physical and virtual environments. This role supports the credit union’s mission by ensuring high availability, security, and efficiency across all systems that support internal applications, member-facing systems, and business continuity. As part of the IT team, this position provides Tier 2/3 support and may occasionally assist with Tier 1 duties as needed. A Senior IT Support Analyst handles more complex technical issues, provides mentorship to junior analysts, and often leads problem resolution efforts, whereas Level I and II analysts primarily focus on routine support tasks and escalating unresolved issues.

Key Responsibilities may Include:

Server Infrastructure Management

• Design, implement, administer, and monitor physical and virtual servers, including hardware lifecycles and OS patching. 

• Deploy and manage Microsoft Windows Server environments, including Active Directory, DNS, DHCP, SQL, File, and Print Services. 

• Manage virtualization platforms (VMware or Hyper-V), server clusters, and SAN storage systems. 

• Oversee enterprise backup, recovery, and disaster recovery strategies in alignment with business continuity plans. 

Network Administration

• Design, implement, monitor, and maintain LAN/WAN, SD-WAN, remote access, and cloud connectivity technologies. 

• Configure and maintain routers, switches, firewalls, and network hardware/software.

• Administer VPNs, encryption, and firewall rules to maintain a secure network posture. 

• Ensure accurate network diagrams, documentation, and asset inventory records. 

Monitoring and Performance

• Continuously monitor system performance, health, and logs to proactively identify and resolve issues.

• Conduct regular system audits to determine capacity, performance trends, and compliance gaps.

• Perform software updates, security patches, and certificate renewals in accordance with change control procedures.

• Serve as system administrator for business applications such as Jack Henry products (CFM, Synergy, Image Center)

Security and Compliance

• Apply and manage OS patches, updates, and software upgrades according to change management policies.

• Maintain documentation for server configurations, procedures, and compliance audits.

• Ensure all activities comply with internal policies and external regulatory requirements (e.g., BSA, GLBA).

Support and Collaboration

• Provide Tier 2/3 escalation support for the IT Service Desk and assist with end-user issues when necessary.

• Coordinate with vendors and other departments for system implementations and issue resolution.

• Train IT staff on new technologies, tools, and procedures.

• Participate in on-call and scheduled maintenance windows.

Qualifications:

Required:

• Bachelor’s degree in Computer Science, MIS, or a related field.

• Equivalent work experience may be considered in lieu of a formal degree.

• Minimum of 3 years of experience in Microsoft Windows Server infrastructure administration.

• Proficiency in Microsoft Windows Server, PowerShell, SQL Server, and Group Policy.

• Experience with networking hardware/ software and managing LAN, WAN, SD-WAN environments. 

• Experience in enterprise backup and disaster recovery planning. 

• Must possess or be able to obtain CompTIA Security and CompTIA Server within 180 days of hire.

• Familiarity with system performance tools, monitoring solutions, and ticketing systems.

Preferred:

• 6 years of IT experience supporting multi-site environments. 

• Certifications such as Network , Microsoft, Cisco, VMware 

• Experience working in a credit union or similar regulated financial institution

• Knowledge of NCUA regulatory reporting requirements and compliance standards like PCI or FFIEC. 

• Working knowledge of Microsoft 365 administration.

Work Conditions

• Must be able to lift and carry equipment weighing up to 50 lbs and work within server rooms or data center environments.

• This position is primarily on-site and not eligible for remote work.

• Requires frequent use of computers and regular engagement in hands-on technical troubleshooting.

• Occasional travel to branch locations is required.

• Must be willing to work flexible hours, including evenings and weekends, to support scheduled maintenance.

• Participation in a rotating on-call schedule is required, with availability to respond to 24/7 critical system alerts.

Additional Expectations

• Standard office environment with periodic extended hours during month-end and year-end reporting

• Occasional travel may be required for training or audits

• Participation in a rotating on-call schedule is required, with availability to respond to 24/7 critical system alerts.

We are an equal opportunity employer