Service Desk Analyst

Sharonview Federal Credit Union is a member-first credit union focused on providing financial tools to help members succeed. They are seeking a Service Desk Analyst to provide tech support, resolve issues, and assist coworkers in using new tools effectively.

Responsibilities

• Provide first-contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Build rapport and elicit problem details from service desk customers
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Escalate incidents with accurate documentation to the suitable technicians when required
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Deploy pre-packaged software using distribution tools and processes as end users’ request

Skills

• Knowledge of basic computer hardware, including PC, Apple, and Virtualization
• Experience with desktop and server operating systems, including MS Windows, Apple iOS, Apple MacOS, Vmware Horizon
• Business Application support experience including but not limited to MS Office365
• Working knowledge of a range of diagnostic utilities
• Bachelor's degree in business administration, IT, or a related field
• A+ Certification

Benefits

• Flexible hybrid schedule
• Opportunities to grow
• Great perks

Company Overview