Service Desk Analyst Jobs

Service Desk Analyst - IT

Information Technology

Full Time

Technical

El Centro, CA, US

Department: Information Technology

FLSA: Non-Exempt

EEO: Technical

Salary Grade: Eight (8)

Salary Range: $23.75-$35.00

Position Reports To: IT Service Desk Manager

Supervisory Position: No

Position Summary:

The Service Desk Analyst serves as a first point-of-contact for IT support to Sun Community Federal Credit Union’s employees. Incumbents will receive, triage, diagnose, and actively resolve end-user help requests and incidents received through phone calls, self-service web portal, emails, chats and walk-ins. When needed, the Service Desk Analyst coordinates with other IT areas to resolve problems. Qualified applicants will demonstrate acute problem-solving skills, be customer service driven, and possess strong communication skills. The ability to prioritize tasks and deliver in accordance with SLAs is paramount to the success of the Service Desk team. This position is predominately on-site with opportunities to grow within the IT department.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Notify management of emerging trends.
• Work independently and efficiently to meet deadlines and demand.
• Advise users on appropriate course of action.
• Research solutions through internal and external knowledge base as needed.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Monitor issues from start to resolution.
• Maintain awareness of credit union business applications and enhancements and industry best practices by participating in user groups, webinars, and staying abreast of industry news.
• Contribute to knowledge base as needed.
• Provide first level technical support for end users over the phone and by using remote desktop tools.
• Provide suggestions for continuous improvement.
• Develop help sheets and FAQ lists for end users.
• Train end users in the use of systems and applications as necessary.
• Perform users and groups administration in Active Directory and M365.
• Escalate unresolved problems to a higher level of support when needed.
• Reinforce SLAs to manage end-user expectations.
• Identify, categorize, prioritize and diagnose incidents and service requests according to defined processes to meet defined service level agreements (SLA).
• Assist senior IT team with projects and deployments as needed.
• Identify and learn appropriate software and hardware used and supported by the credit union.

MINIMUM QUALIFICATIONS

Education/Certification:

• 1-2 years related experience required; OR equivalent combination of education and experience.
• High School Diploma, GED or equivalent

Preferred Qualifications

• Minimum two years’ experience in a similar role
• Associate degree in technology major or vocational certificate in technology
• MCP or A+ certification
• HDI Support Center Analyst (SDA) certification a plus

Skills:

• Working knowledge of the followings:
• Experience with Service Desk Incident Management systems preferred.
• Knowledge of computer hardware, including Desktops, Laptops, Monitors, Printers, Smart phones, Scanners, Tablets (Apple and Droid).

o Microsoft Windows Server 2012 or above

o Microsoft Windows 10

o Microsoft Office 365

o Microsoft Exchange

o Active Directory

o TCP/IP, DNS, DHCP

• Ability to read, interpret, and present information effectively.
• Ability to explain technical information to non-technical end-users in an easily understandable manner.
• Good understanding of hardware, software, and networking technologies.
• Ability to work collaboratively with other members of the IT team and contribute to a positive team environment.
• Ability to build and maintain positive and effective working relationships with stakeholders.
• Ability to analyze, identify and resolve complex IT issues with little to no supervision to provide quick and effective solutions to end-users.
• Excellent customer service skills. Ability to communicate effectively and professionally with end-users and ensure customer satisfaction.
• Ability to listen actively to end-users’ technical problems and concerns and empathize with them.
• Have solid time management skills. Ability to manage workload effectively and prioritize tasks based on urgency.
• Familiarity with the fundamental principles of ITIL or IT Service Management, such as incident and problem management.
• Ability to take direction and feedback well and quickly correct course.
• Work well under stress and interact with various personalities using tact and diplomacy.
• Ability to balance multiple priorities and work within deadlines.
• Ability to respond to questions quickly and concisely.

WORKING CONDITIONS

• 40-hour onsite work week.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.
• Potential for sitting for extended periods of time.