The Position:

The Service Desk & Branch Support Analyst provides responsive frontline technology support to Vision Credit Union employees and branches. The role is responsible for receiving, documenting, prioritizing, and resolving technology incidents and service requests, coordinating branch support activities, supporting onboarding and offboarding activities, assisting with hardware deployment and asset management, and ensuring employees receive timely, professional, and consistent support.

This is a full-time permanent position. 

For complete job posting details, please visit our website www.visioncu.ca/en/about-vision/careers

The Person:

·        Post-secondary education in Information Technology, Computer Systems, Business Technology, or a related field.

·        Relevant certifications or training in desktop support, Microsoft 365, IT service management, networking fundamentals, cybersecurity awareness, or related disciplines would be considered an asset.

·        Experience providing end-user support, service desk support, branch support, desktop support, or technology-related customer service.

·        Experience documenting incidents, service requests, troubleshooting steps, resolutions, and user communication in a ticketing system.

·        Working knowledge of end-user computing technologies, including Microsoft 365, Windows workstations, collaboration platforms, peripherals, and common productivity applications.

·        Ability to troubleshoot common hardware, software, access, application, MFA, connectivity, printing, and telephony-related issues.

Compensation:

·        Salary range $55,000 to $64,000/annually.

·        Comprehensive benefits package.

SUBMIT RESUME AND COVER LETTER TO:

Human Resources

Vision Credit Union Ltd.

Corporate Office

5007 – 51 Street

Camrose, Alberta T4V 1S6

Fax 780-679-0569

jobs@visioncu.ca

Only those individuals invited for an interview will be contacted.

Position Title:           Service Desk & Branch Support Analyst 

Reports To:                   Senior Manager of Information Systems

Summary

The Service Desk & Branch Support Analyst provides responsive frontline technology support to Vision Credit Union employees and branches. The role is responsible for receiving, documenting, prioritizing, and resolving technology incidents and service requests, coordinating branch support activities, supporting onboarding and offboarding activities, assisting with hardware deployment and asset management, and ensuring employees receive timely, professional, and consistent support.

The role works closely with business users, branch staff, vendors, and IT team members to ensure technology issues are addressed efficiently and employees receive timely, professional, and consistent support.

The Service Desk & Branch Support Analyst is also expected to contribute to knowledge articles, support guides, recurring issue documentation, branch contact information, and process consistency so that IT support remains resilient during absences, vacations, travel, or periods of higher support demand.

Job Duties/Responsibilities

·        Receive, document, prioritize, and manage technology incidents and service requests in accordance with established support procedures.

·        Provide first-line troubleshooting for common hardware, software, telephony, access, printing, workstation, peripheral, and general user support issues.

·        Resolve routine support issues independently and escalate complex or higher-risk issues to the appropriate technical resource when required.

·        Communicate clearly with employees regarding ticket status, next steps, expected follow-up, and escalation where required.

·        Maintain accurate and complete ticket notes, including troubleshooting steps taken, resolution details, user communication, escalation notes, and follow-up actions.

·        Monitor assigned tickets and follow up to ensure issues are resolved or appropriately escalated.

·        Identify recurring issues, common user challenges, or support trends that may require process improvement, documentation, training, or technical review.

·        Provide day-to-day support for branch users across common hardware, software, telephony, access, printing, workstation, and peripheral issues.

·        Coordinate technology support activities for branches, including equipment issues, workstation deployments, hardware replacements, and site-specific support requirements.

·        Maintain branch support documentation, including site-specific information, support procedures, equipment records, and recurring issue references.

·        Assist with technology needs related to branch moves, equipment replacements, workstation deployments, user changes, and local support coordination.

·        Support branch technology readiness through proactive documentation, issue tracking, and communication of recurring concerns or support trends.

·        Communicate professionally with branch staff and local leadership to ensure support requests are understood, documented, and followed through to resolution.

·        Support approved onboarding, offboarding, user move, and user change activities in accordance with established procedures.

·        Prepare and coordinate technology resources required for employee onboarding, transfers, role changes, and offboarding activities.

·        Coordinate with HR, management, and IT team members as required to support timely and consistent onboarding/offboarding activities.

·        Ensure user requests involving access, equipment, or system changes are documented and escalated appropriately when approval, elevated access, or technical review is required.

·        Help maintain onboarding/offboarding checklists, user setup instructions, and related support documentation.

·        Coordinate and support the deployment, replacement, configuration, and tracking of end-user technology equipment.

·        Support asset inventory updates, equipment tracking, device assignment records, and related documentation.

·        Maintain and contribute to support documentation, knowledge articles, user guides, troubleshooting references, and branch support resources.

·        Contribute to consistent support procedures by documenting completed work, updating support notes, and identifying where instructions or knowledge articles need improvement.

·        Ensure support documentation remains accurate, accessible, and maintained to support operational continuity.

·        Escalate suspected security incidents, abnormal account activity, inappropriate access requests, or control concerns promptly to the appropriate IT resource or leader.

·        Follow approved procedures for access-related requests, onboarding/offboarding activities, software installation, equipment deployment, and support tasks.

·        Adhere to established policies, procedures, and approval processes when providing technology support.

·        Maintain accurate support records and ticket documentation to support service management, audit requirements, and operational continuity.

·        Collaborate with Senior Systems Administrators and the Team Lead / Operations Lead to ensure escalated issues are assigned to the appropriate technical owner.

·        Adhere to all Vision Credit Union Ltd. policies and procedures.

·        Follow all compliance policies and procedures in relation to Anti-Money Laundering and Anti-Terrorist Financing Guidelines.

·        Assist the Senior Manager of Information Technology with other duties as assigned.

Requirements

·        Post-secondary education in Information Technology, Computer Systems, Business Technology, or a related field.

·        An equivalent combination of education, training, and relevant experience may be considered.

·        Relevant certifications or training in desktop support, Microsoft 365, IT service management, networking fundamentals, cybersecurity awareness, or related disciplines would be considered an asset.

·        Experience providing end-user support, service desk support, branch support, desktop support, or technology-related customer service.

·        Experience troubleshooting common workstation, printer, Microsoft 365, MFA, application, telephony, access, and peripheral issues.

·        Experience documenting incidents, service requests, troubleshooting steps, resolutions, and user communication in a ticketing system.

·        Experience supporting onboarding, offboarding, equipment setup, user moves, hardware deployment, or routine IT administration tasks.

·        Experience working in a financial institution, credit union, regulated environment, multi-branch organization, or customer-service-oriented environment would be considered an asset.

·        Experience maintaining support documentation, knowledge articles, asset records, or branch-specific support information would be considered an asset.

·        Working knowledge of end-user computing technologies, including Microsoft 365, Windows workstations, collaboration platforms, peripherals, and common productivity applications.

·        Ability to troubleshoot common hardware, software, access, application, MFA, connectivity, printing, and telephony-related issues.

·        Ability to document support requests, troubleshooting steps, resolutions, and escalation details clearly and accurately.

·        Familiarity with ticketing systems, knowledge bases, asset inventory records, support procedures, and escalation processes.

·        Basic understanding of identity and access concepts, endpoint support, cybersecurity awareness, and the importance of approved access and support procedures.

·        Ability to exercise sound judgment, follow established procedures, and recognize when escalation or additional expertise is required.

Vision Credit Union Ltd. – we “see” banking differently.

We may very well be the right fit for you….and you for us.

We’re Vision Credit Union. Although we offer loans, deposits, financial planning service, RRSP’s, mutual funds, insurance products and other product that most F.I.’s are able to offer, we do things a little (some would say a lot) different at our “shop”.

Our focus is our 38,000 member-owners. We’re an organization based on principles over profit. If you are eager to launch a rewarding career with our organization, you will need to be able to naturally and consistently provide “well above the norm” member service. After all, the Credit Union system has been chosen tops in Canada for twelve years straight in the area of customer service. That’s a reputation we pledge to continue.

We believe that charging excessive fees or providing products and services that benefit our Credit Union more than our valued members is wrong. We also believe that the bulk of our profits must be shared by our members and that some of our profits need to be channeled back to community initiatives in the small rural communities where we live and work.

At Vision Credit Union, an equal opportunity employer, we treat members special. Our goal is to ensure that every one of our members feels like an extension of our “family”. The team, of which you would be a part, is small in numbers but capable of “moving mountains”. We believe in common purpose (life-long member-owners). We strive for error-free work and accountability. We’re collectively recognized for our great work: in both 2016 and 2017 Vision C.U. was named

one of Alberta’s Top 70 Employers. In 2016, 2018 and 2019, Vision earned the title: Alberta’s Credit Union of the Year.

We are always “on the hunt” for enthusiastic, astute and motivated team members. Joining us represents an opportunity to go home from work feeling fulfilled. At Vision, you will enjoy a salary that is at or above industry standards and there are exceptional advancement opportunities for the right individual. If you feel you can offer skill and passion to help our organization continue being the financial service provider of choice in rural and entrepreneurial

Alberta, we invite your resume.