Help Dest Analyst

TAMPA BAY FEDERAL CREDIT UNION.•Tampa, FL

13h

About The Position

As the Help Desk Analyst, you will provide first-level technical support, troubleshooting hardware, software, and network issues for end-users. Logs all interactions in a ticketing system. Resolves simple problems (like password resets), and escalates complex tickets to Tier 2/3 support, while also setting up new accounts, installing software, maintaining IT equipment, and documenting solutions.

Requirements

Two to Five years previous experience in technical support or technical customer service
A High school diploma or equivalent

Nice To Haves

Relevant certifications (CompTIA A+, Network+) preferred

Responsibilities

Keep abreast of emerging technologies in computing systems and changes to credit union enterprise systems, services, infrastructure, and processes
Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards
Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and application services
Serve as the liaison between users and IT department assuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the end-user
Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations
Recognize, identify, isolate, resolve, and document problems with information system products and services
Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues
Perform day-to-day operational responsibilities of the Help Desk as appropriate