Service Desk Analyst

Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure components

Provide technical support for (but not limited to) the following areas: computer and telecom incidents, desktop (hardware/software), third-party software/hardware applications

Troubleshoot, diagnose and resolves complex desktop, network, software application and batch scheduling problems

Work to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude/appearance

Log all calls and offer triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completeness

Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary

Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals

Monitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processing

The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Technology Service Desk experience

Microsoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint)
TCP/IP, DNS, and DHCPMicrosoft Active Directory and Citrix

High School