Service Desk Analyst II

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting‑edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses. Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Under minimal supervision, handles calls from internal employees seeking help with technical issues.

• With minimal supervision, Identifies, researches and resolves complex issues for internal users
• Provides level one and level two 2-factor token support for internal users
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details
• Responds to information security events related to add/change/deletes and other user privilege changes
• Performs more complex maintenance activities to ensure optimal system performance
• Communicates courteously and effectively with end users in problem resolution process
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems
• Provides on-call after hour support for user issues
• Creates documentation process and procedures for use by other IT organizations
• Assists employees, vendors or other customers by answering questions related to End User management processes, procedures and services
• Drives to an 80% or above First Call Resolution on all customer interactions into the Service Desk
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data
• Stays current on the latest industry technologies, trends and strategies
• Completes work in a timely and accurate manner while providing exceptional customer service

• High school diploma or GED
• Minimum of 2 years’ Service Desk or related IT work experience
• Working knowledge of Apple Macs and phones
• Working knowledge of Active Directory administration, including account creation, resetting passwords and checking group membership
• Strong attention to detail
• Strong analytical skills with the ability to collect, organize, analyze and disseminate information with attention to detail and accuracy
• Proficient with Microsoft office, including skills with Word, Excel and Outlook
• Ability to prepare communications and reports
• Good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs
• Ability to build and maintain strong professional relationships
• Ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently
• Strong organization skills, including the ability to multi‑task and manage multiple projects to meet various deadlines in a fast‑paced environment
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude
• Troubleshooting, organizational and problem‑solving skills with a can‑do attitude and the ability to adjust to changing requirements
• Must be U.S. Citizen or U.S. National only
• Background and drug screen

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work will require standing, walking, kneeling, bending and reaching to identify asset information on fixed hardware.

Must be able to lift up to 50 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate…