Sr. Service DESK Analyst

Description

The Senior Service Desk Analyst position provides second and third level support for all technology‑related issues at the credit union. The role is responsible for troubleshooting problems during the shift, escalating support challenges as needed, and serving as the second‑level service desk contact by responding to calls, tickets, and routing issues to the appropriate staff using the service desk software.

• Ensure users receive efficient, effective, and timely support during normal business hours and on call as required.
• Assist the Service Desk Manager in managing ticket queues, prioritizing workflow, and reassigning tickets.
• Under limited supervision, resolve more complex calls and support tickets promptly.
• Provide staff support for administrative tasks and projects related to the desktop, financial applications, core information system, WAN, LAN, telephone and printing functions.
• Invoke problem escalation procedures to coordinate recovery.
• Identify problem trends and ensure troubleshooting efforts are completed for recurring issues until permanent solutions are found.
• Assist IT leadership in root‑cause analysis of technology issues and help develop mitigation strategies.
• Maintain daily, weekly, and monthly statistics, status reports, and graphical reporting aids, continually modifying them to meet department needs.
• Identify training needs, budget for classes, participate in training programs, and keep personal skills current.
• Make appropriate level decisions on a daily basis and back up the Service Desk Manager during absences.
• Communicate pertinent information accurately to support quality improvement programs.
• Collaborate with the Service Desk Manager, IT Manager, Data Processing Manager, System Administrators, and AVP of IT to deploy and support new technology.
• Interface with users using high degree of tact and diplomacy to promote a positive department image and resolve problems professionally.
• Deliver accurate communication to foster a work environment that supports departmental personnel and customer service.
• Perform duties cost‑effectively, avoiding wasted resources while maintaining quality of care and service.
• Adhere to all IT policies and procedures to mitigate unauthorized access to credit union systems.
• Manage multiple high‑priority initiatives in a fast‑paced, highly technical environment.
• Perform other duties and responsibilities as assigned.

No requirement.

Prompt response in handling user needs is essential. Good judgment is required to troubleshoot operational problems and minimize downtime.

The successful candidate must be outgoing, enthusiastic, conscientious, group‑oriented, open to change, and capable of performing each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.

This position requires strict adherence to procedures that comply with the Privacy Act, OFAC, and the Bank Secrecy/Patriot Act. Annual training will be provided to keep you current on policy changes. Failure to comply may result in termination and potential monetary penalties from federal agencies.

Bachelor's degree in Computer Science preferred, or an equivalent combination of education, experience, certification, and training that provides the required knowledge, skills, and abilities.

• 4+ years proven work experience or equivalent in client support or service desk support.
• Hands‑on experience with ticketing systems, imaging systems, business applications, and remote support software.
• Solid technical background with the ability to give instructions to a non‑technical audience.

Net+ or A+ Certification (or equivalent) required, and must remain active. A Microsoft certification (MCP, MCTS, MCSA) would be preferred.

Ability to read and comprehend simple instructions, short correspondence, and memos; write technical correspondence; and present technical information one‑on‑one to employees.

Ability to perform addition, subtraction,…