Service Desk Analyst Job at Alliant Credit Union
Start a Rewarding Career with Alliant:
Service Desk:
Projects:
Other (all times):
Qualifications:
When you’re happy, we’re happy!
Still not convinced?
What will your day look like?
You will be a member of the Service Desk department that serves as the first point of contact for all technology relates issues and requests. Majority of the work involves heavy phone support (on-site and remote) with a rotational on-call after hours support. Other method of contact we support also includes email and walk-ups. Resources to do the job require reliance on technical knowledge of computer systems and credit union policy. General supervision is received from the Manager, Service Desk and Manager, Desktop Engineering. Please be aware the schedule for this role is Wednesday - Friday 11:30 AM - 8 PM, Saturday-Sunday 9:30 AM - 6 PM.
Responsibilities:
Do you see yourself doing this?
Service Desk:
- Serve as the first point of contact for all technology related issues via phone, e-mail and some walk-ups.
- Adhere to Alliant Credit Union’s policy and procedure regarding ticket management and time entry
- Provide the highest standard of technical services to Alliant Credit Union‘s users
- Utilize ServiceNow to log calls/issues and additional ticket management tasks with adherence to the service level agreements
- Assist with deployment of Operating System images to new and existing computers
- Create technical documentation as required to the various audiences at Alliant Credit Union
- Assist Alliant Credit Union IT operations team as needed
- Assist in onboarding and separations for Alliant Credit Union employees and non-employees
- Responsible for setting up computer security for users
- Support and troubleshoot computer system hardware as well as operating system software
- Identifies problems related to primary financial software and determines corrective action
- Identifies and escalates issues to network group
- Working knowledge in MS Windows based environment
- Experience using and building workstation images a plus
- Knowledgeable Planning and organizational skills
- Provide excellent customer service skills, including ability to provide information at all levels
- Experience following and creating documented processes and procedures.
- May perform final review of all output material for correct format for distribution to user organization
- Coordinates and monitors workflow to assure the efficient utilization of the system
Training:
- Assists with mentoring and orienting new employees
Projects:
- Works on projects concentrating on integration with daily, weekly and monthly schedules
Other (all times):
- Operates a variety of office equipment but not limited to fax, copier, printers, docking stations,and personal computer
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
Qualifications:
What makes you a great fit?
You’ll be a great fit if in addition to the completion of an Associate’s or Bachelor’s degree in Computer Science, and you have:
- 0-2 years’ experience in service desk support; or an equivalent combination of training and experience
- Excellent phone support with an emphasis in clear and efficient communication
- Experience troubleshooting Microsoft Office Product suites
- 0-2 years’ experience working in a LAN/WAN environment
- Experience with OS deployment systems such as System Center Configuration Manager (SCCM) is preferred
- Support of mobile devices or mobile device management solution with various carriers
- Experienced with Windows 7, 8, and 10 operating system troubleshooting, security, file system structure, and registry
- Expertise in supporting and troubleshooting remote clients using virtual private network tunnels using two factor authentication
- 1+ years of experience supporting email client software
- 1+ years of experience with enterprise computer security software such as Symantec Endpoint
- Knowledge of request/problem documenting and tracking skills
- Working knowledge with Citrix products
- Working knowledge of networking principles, practice and technologies (TCP/IP protocol suite)
- Working knowledge of remote control tools
- Working knowledge of Active Directory and group policies
- Working with a ticketing tool (ServiceNow preferred)
- Knowledge of device/data encryption
- Familiarity with VMWare products
- Familiarity with ITIL and IT service management
- Experience with printer configuration service and support
- Understanding the fundamentals of FTP, SFTP, and SSH protocols
- Knowledge of whole disk encryption software and concepts
When you’re happy, we’re happy!
As a thank you for joining our team, you’ll benefit from:
Competitive medical, dental, and free vision benefits- Competitive compensation plan
- Contributions towards gym memberships
- Generous PTO and banking holidays off
Still not convinced?
For more details you can also visit our Glassdoor and LinkedIn profiles.
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