BCU Technical Analyst
Vernon Hills, IL
Req ID 51570BR
Business Title
BCU Technical Analyst
Business
Baxter Credit Union
Sub-Business
Credit Union Support
Country
US
State/Province
Illinois
Location of Position
Vernon Hills, IL
Shift_
1st
Job Description
Responsible for the resolution of Third level support requests on all BCU technology platforms and Network/Server Administration. Key to success in this position is the ability to troubleshoot complicated technical issues, follow-up and communicate on open issues, identify escalation requirements, and manage multiple projects simultaneously. Must be able to document, prioritize, and participate as a team member.
1. Third level support for hardware and software platforms.
2. Receiving escalation of support tickets from Second Level Support.
3. Guiding Second Level Support on ticket resolution.
4. Develop requirement definitions for enhancements.
5. Perform analysis and create project design specifications and project plans.
6. Monitor network and server performance, implement modifications, and propose enhancements.
7. Support PC LAN and BCU WAN with the end users. 8. Must meet project and support deadlines.
9. Adhere to defined SLA's.
10. Fully participate in team development and efforts toward team goals.
11. Research and implement new technologies.
12. Provide management with timely project updates.
13. Work with external vendors in providing solutions and solving technical problems.
14. Internet/Intranet development and maintenance. 15. Other duties as assigned.
Job Requirements
• Requires knowledge equivalent to that which would normally be acquired by completing a four year college program in computer science or similar concentration and 4-6 years of related and progressively more responsible or expansive work experience with PCs, LAN, WANs, Internet technologies.
• Knowledge of Windows 2008r2 Server, Win 7, PC and Server Hardware, Citrix Xenapp, Microsoft Office 2010, Frame-Relay, MPLS, Interactive Intelligence IP Telephony and IDS.
• Strong written, verbal, team, and customer service skills.
• Ability to respond to customer complaints and management inquiries.
• Ability to follow documented procedures and maintain documentation.
• Ability to effectively present information to management in a concise and direct manner.
• Ability to generate documentation on computer systems and software functions.
• Must be able to work as part of a team and share knowledge and experience.
• Ability to understand and apply mathematical formulas as may be required for effective computer operations.
• Ability to apply mathematical operations to tasks related to the number and types of support calls received.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions and apply solutions to problems based on information obtained.
• Ability to define and implement extensive testing procedures.
Doing Work that Matters
Baxter provides its employees with comprehensive compensation and benefits. To view additional opportunities at Baxter and to learn more about the company, please visit our Web site at company website. EOE M/F/D/V.
