IT Support Analyst II

Full Time

Job Context

SUMMARY: Reports to the VP of IT Operations under the general direction of the Lead Operations Analyst. The operations group serves as the core service group within the IT organization in support of member/customer and staff service. The IT Support Analyst would be responsible for the areas of system support and operational support. This includes desktop support and peripherals, networking, user onboarding and exit, application troubleshooting and installation.

Job Responsibility

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Daily Operations and Support:

• Provide operational support to include identifying, prioritizing, and resolving issues on the entire infrastructure. Escalate chronic or unresolved issues to the leadership team.
• Provide user account maintenance across systems and applications to include user account setup and permissions; in accordance with APGFCU guidelines.
• Device provisioning and administration using Intune.
• Perform diversified duties from core system operations through infrastructure troubleshooting, monitoring, and maintenance. This includes network, application, and infrastructure troubleshooting and may require work with vendors to ensure continuous operations.
• Coordinate and provide for efficient operation of all desktops, thin clients and associated peripheral equipment. Consult with employees concerning the use of desktop hardware, software, and centralized/internet-based applications.
• Provide administration, support and installation of hardware and software. Hardware includes desktops, printers, peripherals, etc. Desktop application installation and troubleshooting.
• Purchasing of hardware and software to meet organization needs.
• Participate in and implements components of the IT Risk Management plan in accordance with standards and procedures. This includes participation in the annual execution of disaster recovery testing; provide support for all audit & assessment activities, and adherence to established security standards and procedures.
• Must be available to work after hours and to be on call 24x7x365.

Employee Status

Full Time

Educational Requirements

EDUCATION: Bachelor’s Degree in Information Technology or related field. Experience can be credited in lieu of education. Extensive knowledge of Desktop and Network Operating Systems on a Wide Area Network preferred. Certification in the following areas is preferred. (MCITP, VCP VMware, Azure Cloud Services).

EXPERIENCE: Three to five years of work experience in administration and support of a LAN/WAN environment consisting of Microsoft servers, Intune, O365, VMware, Linux, Cisco routers and switches in a large-scale networking environment. Experience with Microsoft Office (Word, Excel, Outlook, Access) Microsoft Server domain, Active Directory Management, Azure, Intune, O365 thin client, virtualization and Windows networking required. Hands on experience with desktop application installs, client server installation, virtualization, application implementation and troubleshooting required.

Job Location

Edgewood, MD 21040

Salary

$63,440.00 - $79,289.60 a year

Compensation &amp Benefits

Referral program Tuition reimbursement 401(k) Health insurance Dental insurance Flexible spending account Employee assistance program Disability insurance

Application Deadline

Tuesday, November 11, 2025