Service Desk Analyst
Sun Community Federal Credit U Sun Community Federal Credit U El Centro, CA El Centro, CA Full-time Full-time $23.
75 - $35.
00 an hour $23.
75 - $35.
00 an hour 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 Provide first level technical support for end users over the phone and by using remote desktop tools.
Identify, categorize, prioritize and diagnose incidents and service requests according to defined processes to meet defined service level agreements (SLA).
Advise users on appropriate course of action.
Monitor issues from start to resolution.
Escalate unresolved problems to a higher level of support when needed.
Responds to common requests for service by providing information to enable fulfilment.
Promptly allocates unresolved calls as appropriate.
Notify management of emerging trends.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledge base as needed.
Identify and learn appropriate software and hardware used and supported by the credit union.
Work independently and efficiently to meet deadlines and demand.
Develop help sheets and FAQ lists for end users.
Train end users in the use of systems and applications as necessary.
Contribute to knowledge base as needed.
Reinforce SLAs to manage end-user expectations.
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.
Provide suggestions for continuous improvement.
Perform users and groups administration in Active Directory and M365.
Assist senior IT team with projects and deployments as needed.
MINIMUM QUALIFICATIONS Education/Certification:
High School Diploma, GED or equivalent 1-2 years related experience required; OR equivalent combination of education and experience.
Preferred Qualifications Associate degree in technology major or vocational certificate in technology Minimum two years' experience in a similar role HDI Support Center Analyst (SDA) certification a plus MCP or A
certification Skills:
Experience with Service Desk Incident Management systems preferred.
Knowledge of computer hardware, including Desktops, Laptops, Monitors, Printers, Smart phones, Scanners, Tablets (Apple and Droid).
Working knowledge of the followings:
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 Good understanding of hardware, software, and networking technologies.
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 explain technical information to non-technical end-users in an easily understandable manner.
Have solid time management skills.
Ability to manage workload effectively and prioritize tasks based on urgency.
Ability to listen actively to end-users' technical problems and concerns and empathize with them.
Work well under stress and interact with various personalities using tact and diplomacy.
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 take direction and feedback well and quickly correct course.
Ability to balance multiple priorities and work within deadlines.
Ability to read, interpret, and present information effectively.
Ability to respond to questions quickly and concisely.
Familiarity with the fundamental principles of ITIL or IT Service Management, such as incident and problem management.
WORKING CONDITIONS 40-hour onsite work week.
Potential for sitting for extended periods of time.
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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
75 - $35.
00 an hour $23.
75 - $35.
00 an hour 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 Provide first level technical support for end users over the phone and by using remote desktop tools.
Identify, categorize, prioritize and diagnose incidents and service requests according to defined processes to meet defined service level agreements (SLA).
Advise users on appropriate course of action.
Monitor issues from start to resolution.
Escalate unresolved problems to a higher level of support when needed.
Responds to common requests for service by providing information to enable fulfilment.
Promptly allocates unresolved calls as appropriate.
Notify management of emerging trends.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledge base as needed.
Identify and learn appropriate software and hardware used and supported by the credit union.
Work independently and efficiently to meet deadlines and demand.
Develop help sheets and FAQ lists for end users.
Train end users in the use of systems and applications as necessary.
Contribute to knowledge base as needed.
Reinforce SLAs to manage end-user expectations.
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.
Provide suggestions for continuous improvement.
Perform users and groups administration in Active Directory and M365.
Assist senior IT team with projects and deployments as needed.
MINIMUM QUALIFICATIONS Education/Certification:
High School Diploma, GED or equivalent 1-2 years related experience required; OR equivalent combination of education and experience.
Preferred Qualifications Associate degree in technology major or vocational certificate in technology Minimum two years' experience in a similar role HDI Support Center Analyst (SDA) certification a plus MCP or A
certification Skills:
Experience with Service Desk Incident Management systems preferred.
Knowledge of computer hardware, including Desktops, Laptops, Monitors, Printers, Smart phones, Scanners, Tablets (Apple and Droid).
Working knowledge of the followings:
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 Good understanding of hardware, software, and networking technologies.
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 explain technical information to non-technical end-users in an easily understandable manner.
Have solid time management skills.
Ability to manage workload effectively and prioritize tasks based on urgency.
Ability to listen actively to end-users' technical problems and concerns and empathize with them.
Work well under stress and interact with various personalities using tact and diplomacy.
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 take direction and feedback well and quickly correct course.
Ability to balance multiple priorities and work within deadlines.
Ability to read, interpret, and present information effectively.
Ability to respond to questions quickly and concisely.
Familiarity with the fundamental principles of ITIL or IT Service Management, such as incident and problem management.
WORKING CONDITIONS 40-hour onsite work week.
Potential for sitting for extended periods of time.
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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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