Service Desk Analyst

Job Responsibilities:

• 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.

Skills:

• Technology Service Desk experience
• Microsoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint
• TCP/IP, DNS, and DHCP
• Microsoft Active Directory and Citrix

Education/Experience:

• High School