Service Desk Analyst II

Reports To: Service Desk Analyst Team Lead

Primary Functions: Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center. Operate in a fashion that supports the IM Operations mission to exercise a leadership role in maintaining, operating, and providing Information Technology Service Management for the credit union and its subsidiary operations. 

Duties and Responsibilities:

1. Responding to phone and self-service requests for assistance from users needing technical support. Provide exemplary customer service and professionalism in efforts to resolve incidents.
2. Actively participate with other members of the Information Management team in Incident Management.
3. Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
4. Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem.
5. Maintain awareness of change management schedules for potential service disruptions.
6. Maintain a working knowledge of the technical applications and functions needed to support users in the enterprise.
7.  Meet department-specific performance metrics while adhering to the incident handling policies and procedures.
8. Perform other duties as assigned.

Education: Degree in Computer Science, Business Administration, or related field.

Creditable Experience in Lieu of Education: Equivalent in technical training

Experience/Skills: Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I. MCSA for currently supported Windows Desktop preferred. Must have excellent analytical and problem-solving abilities. Be positive, adaptable, and a team player. Excellent verbal, written, and interpersonal skills. Self-motivated, organized, and detail oriented. Strong documentation skills. Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting. Understanding of ITIL and ITSM. Familiarity with DevOps/Agile process for task flow completion a plus.

Tenure: Assignment to the Service Desk Analyst I (Category 10), Service Desk Analyst II (Category 09), Service Desk Analyst III (Category 08), Senior Service Desk Analyst (Category 07) will be determined by the candidate's education or experience. Advancement requires management recommendation and will be based on the candidate's certifications and/or performance.

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer