OverviewReports To: Service Desk SupervisorPrimary Functions: Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24 x7 Operations Center.Duties and Responsibilities:
Provide Tier 2 technical support to resolve routine technical problems. Triage and escalate more complex problems to Tier 3 support.
Assist in leading and coordinating response/resolution efforts for complex system problem/outages until Outage Coordinator duties are assumed by senior IM personnel.
Ensure that timely and accurate notifications are provided on an ongoing basis to designated credit union management and staff.
Create, modify, administer and troubleshoot basic batch automation tasks/job packages with automation software.
Maintain current professional and technical knowledge pertaining to industry standards and best practices in the field.
Perform other duties as assigned.
QualificationsEducation: Associate's Degree in Computer Science, Mathematics, or related field.Creditable Experience in Lieu of Education: Equivalent in technical training and/or work experience.Experience/Skills: Two years experience with networked PC, terminal and printer hardware installation and configurations to include related operating systems. A+ certification, Microsoft Technology Associate (MTA), or other manager-approved IT certification, required. Additional technical certifications a plus. Must have working knowledge of client/server networking, multi-protocols, scripting languages, and databases. Excellent communications and interpersonal skills required. May require shift work.Tenure: Assignment to the Service Desk Analyst I, 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.CompensationSalary Pay Range:
Service Desk Analyst I (Category 10): $57,484 - $90,825 annually
Service Desk Analyst II (Category 09): $63,233 - $101,804 annually
Service Desk Analyst III (Category 08): $72,717 - $119,983 annually
Senior Service Desk Analyst (Category 07): $80,000 - $137,981 annually
Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.Benefits
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
