Service Desk Analyst II

Alaska USA Federal Credit Union
Full Time
C Street Administration
Minimum Salary Grade
Category 09: depending on experience
Work Hours
Monday – Friday: 8:00 am – 5:00 pm
Regular Schedule is five 8 hour days
Addition Shift Differential
FLSA Status


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 II, Service Desk Analyst III, Service Desk Analyst Team Lead, 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.


Equal Opportunity Employer



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