Network Analyst

Description

COMPANY PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 60 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with over 10 branch locations throughout Delaware. It is an organization that also embraces the community it serves. 

In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union” seven consecutive years. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.

POSITION PURPOSE

This is a frontline support role that represents the technology group at all levels across the organization. Provide first level support and troubleshooting of basic hardware and software issues and inquiries across the enterprise focusing on the most easily or quickly resolved issues. More complex issues will be escalated to the next level in the support area. Secondary responsibility is the enterprise wide management of the telecommunications and hardware inventory for the organization. This role will utilize a high level of internal customer support skills which will greatly impact the employee’s / user’s respect and appreciation for technology within the organization. This technology support function also directly impacts how we service the Member and enhances their member experience with the organization

Requirements

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for coordinating and overseeing systems activities.

• Provides technical help desk support to credit union staff in the use and operations of personal computer, telephone, and network hardware and software.
• Researches and recommends hardware and software that is most compatible with the application for which it will be used.
• Orders approved hardware and software.
• Assists with the installation, configuration, and maintenance of workstations, telecommunications equipment, and network devices.
• Documents and maintains complete and accurate inventory records of hardware and software.
• Conducts a physical inventory at least once per year.
• Complies with all credit union policies and procedures including those related to Bank Secrecy Act regulations.

Assumes responsibility for effectively performing Network Analyst functions.

• Responsible for procedures and other documentation.
• Remain knowledgeable of operations and the computer systems within various departments of the credit union to provide comprehensive user support in resolving problems and answering questions associated with any network or core component.
• Works as a team with other staff to ensure connectivity and compatibility between systems.
• Researches and diagnoses network problems. Work with vendors to resolve issues and test solutions to ensure a correct solution.
• Analyzes and documents problems, recommends solutions, and initiates corrective action.
• Follow-up on problem resolution and informs users and/or vendors of status.
• Provides on-the-job network support training to I.T. staff.
• Provides back-up support to other Information Technology staff when necessary.
• Provides 24 hour on-call support.

Assumes responsibility for related duties as required or assigned.

• Stays informed of changes in computer technology.
• Ensures that work area is clean, secure and well maintained.
• Completes special projects as assigned.

PERFORMANCE MEASUREMENTS

• Current applications are continually and effectively analyzed to ensure that technology needs are met. Programs are updated, enhanced and customized as needed.
• Networking tasks are performed in accordance with established standards, policies and procedures. Data and program integrity are maintained. Departmental goals and tasks are completed on schedule.
• Users can effectively utilize established systems and are comfortable and satisfied with them.
• Good working relations exist with users / employees across the enterprise. Promptly addresses user problems and concerns.
• Required reports and documentation are complete and current.
• Management is appropriately informed of area activities and of any significant problems. Recommendations for improvements in policies, procedures and programming functions are provided.
• Good working relations exist with I.T. Personnel. Support and direction are provided as needed.

QUALIFICATIONS

EDUCATION/CERTIFICATION: Associate’s Degree in a technology related field or comparable knowledge through a certification program or experience.

REQUIRED KNOWLEDGE:

• Knowledge of installing, maintaining, and testing software on workstations.
• Knowledge of telecommunications infrastructure.
• Knowledge on troubleshooting, diagnosing, and resolving PC issues.
• Proficient in Microsoft Office.
• Basic knowledge in Active Directory and Exchange.

EXPERIENCE REQUIRED: Two years of experience in a network or data processing environment, preferably in a financial setting.

SKILLS/ABILITIES:

• Strong analytical and problem-solving skills.
• Well organized.
• Good communication skills.
• Able to use PC, terminal keyboards, and various computer hardware.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Pinching, typing, etc., primarily with fingers only.

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Medium work; exerts up to 50 lbs. of force occasionally, and/or up to 20 lbs. frequently, and 10 lbs. constantly.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

• Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
• Able to interpret a variety of technical instructions and can deal with multiple variables.

MATHEMATICS ABILITY:

• Ability to compute; ratio and proportion and percentage.
• Able to perform very simple algebra.

LANGUAGE ABILITY:

• Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
• Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar.
• Ability to communicate distinctly with appropriate pauses and emphasis; correct pronunciation (or sign equivalent) and variation in word order; using present, perfect, and future tenses.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.