Application Support Analyst I (Hybrid)

Application Support Analyst I (Hybrid) GECU Federal Credit Union El Paso, TX Job Details 7 hours ago Benefits Work from home Qualifications Confidential information handling Serving clients Software implementation Software installation Software administration SQL Productivity software Cross-functional collaboration Operating system installation Database software proficiency Full Job Description Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our

Culture:

Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award

• winning team!

This position is a job family; there are four levels to this role. Level

I BASIC RESPONSIBILITIES

Interact with end-users and external vendors for troubleshooting applications and software application analysis. Installs, configures and tests client-server software applications and monitors databases for performance and connectivity. Provide application maintenance and support to minimize disruption and to simplify and optimize operations.

TYPICAL DUTIES

Provides professional level of service to all end-users and external vendors Install, configure and test installation of new and existing client-server software applications to validate software fixes and upgrades. Facilitates software issue resolution with external vendors and end-users to include reproducing, reporting, and tracking software issues. Investigate and resolve issues with software applications by diagnosing root causes. Develop, test and monitor client-server software applications using available tools to ensure application availability, recoverability and functionality in the event of a software failure with the least amount of disruption to the end-users and members. Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology. Act as a liaison between Network Support and Systems Administrators, end-users and external vendors to obtain resolutions for hardware and software issues that adversely affect client-server software application performance. Provides technical support to other Application Support Analysts' areas as needed. Provides technical support to other Information Technology division areas. Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues, providing remote support or on-site support as determined by the Supervisor, Application Support Cooperate with other departmental personnel to ensure a "team effort" working well and diligently with them and providing prompt member service. Create and maintain job schedules, job tracking, client communications, team communications, reports, and other documents that may be required. Provide organized and informative system documentation, including details of application configuration and installation and client infrastructure keeping Supervisor, Application Support informed of all aspects on assigned projects and initiatives. Thoroughly document, track, and resolve all assigned Help Desk calls and requests for assistance. Document, track, and resolve all assigned Help Desk calls and requests for assistance. Contribute to and maintain a knowledge base of previous support issues and tickets. Provides technical support to the Project Team on assigned projects. Provide technical support and guidance to the Business Analysts team on assigned projects. Provide Level 2 technical support to the internally developed applications created by the Development team. Provide professional level of service to all end-users and external vendors Maintain and understand compliance to ensure that work complies with GECU's established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML) addressing Money Laundering and the Countering the Financing of Terrorism (CFT), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC). Other duties as may be assigned or required in connection with the general operation of the credit union.

Level II Level III Level IV Requirements:

CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS

Associates Degree in Computers or equivalent and one year of similar or related experience. Knowledge installing, configuring, or supporting business applications. Competence in using, installing, and configuring current Microsoft operating systems, Microsoft Office products, Microsoft Internet Explorer Knowledge querying and working with relational databases on Microsoft SQL Server. Knowledge using reporting tools, such as SQL Server Reporting Services (SSRS) or Power BI preferred. Ability to work well with others. Member service focused with exceptional follow-up and attention to detail. Ensures that all information and transactions regarding credit union members and potential members are kept confidential. Excellent verbal and written communication skills including the ability to create organized and informative reports, as well as comprehensive, accurate documentation. Excellent organizational skills. Portrays a confident image and adheres to proper dress code in all credit union functions. A history of working independently and demonstrated time management skills. Must be able to work as part of a team. Ability to participate in multiple projects simultaneously while adhering to tight schedules. Assertive, resourceful self-starter with excellent analytical and troubleshooting skills; can understand and express appropriate levels of urgency. Ability to work well with members of other departments to troubleshoot and resolve problems related to application support. Ability to work well under pressure and with deadlines. Requires sitting the majority of the day, lifting up to 35 pounds, bending, squatting, twisting and kneeling occasionally; reaching above and below shoulder level frequently. Requires the ability to work from home permanently or as determined by the Supervisor, Application Support

PRIMARY RESPONSIBILITY

Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

Required Availability:

Rotating shifts between Monday

• Friday:

  7:00 a.m
• 4:00 p.m., 8:00 a.m.
• 5:00 p.m., 9:00 a.m.
• 6:00 p.

m. On call schedule, after hours and holidays as needed Schedule to meet membership and department needs This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.