Help Desk Analyst

As the Help Desk Analyst, you will provide first-level technical support, troubleshooting hardware, software, and network issues for end-users. Logs all interactions in a ticketing system. Resolves simple problems (like password resets), and escalates complex tickets to Tier 2/3 support, while also setting up new accounts, installing software, maintaining IT equipment, and documenting solutions.

Help Desk Analyst Responsibilities:

• Keep abreast of emerging technologies in computing systems and changes to credit union enterprise systems, services, infrastructure, and processes
• Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards
• Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and application services
• Serve as the liaison between users and IT department assuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the end-user
• Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations
• Recognize, identify, isolate, resolve, and document problems with information system products and services
• Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues
• Perform day-to-day operational responsibilities of the Help Desk as appropriate

Help Desk Analyst Experience:

• Two to Five years previous experience in technical support or technical customer service

Help Desk Analyst Education/Certifications/Licenses:

• A High school diploma or equivalent
• Relevant certifications (CompTIA A+, Network+) preferred

Help Desk Analyst Schedule:

• Monday through Friday (8:30am – 5:30pm)

Great Benefits Package!