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:
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