Help Desk Analyst

Blaze Credit Union•St. Paul, MN

3d•$25 - $30•Onsite

About The Position

The Help Desk Analyst provides technical support for organizational technology systems, hardware, software, and telecommunications equipment. This position responds to service desk calls and tickets, troubleshoots technical issues, maintains technology equipment, and supports branch and corporate locations. The Help Desk Analyst works collaboratively with the Technical Assistance Center team to provide support through phone, remote, and onsite assistance.

Requirements

Minimum High School degree or equivalent.
Two or more years of technical support or related IT experience preferred.
Customer service experience preferred.
A valid driver’s license without restrictions is required for this role.
Knowledge of Microsoft Windows operating systems, Microsoft 365 applications, and end-user computing devices.
Knowledge of computer hardware, software, networking concepts, printers, and telecommunications equipment.
Knowledge of service desk processes and ticket management systems.
Strong troubleshooting, analytical, and problem-solving skills.
Strong customer service, verbal communication, and written communication skills.
Ability to prioritize and manage multiple requests in a fast-paced environment.
Ability to work independently and collaboratively within a team environment.
Ability to establish and maintain effective working relationships with employees, vendors, and business partners.
Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified.
Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift technology equipment up to 40 lbs.

Nice To Haves

Familiarity with Apple macOS devices and support practices preferred.

Responsibilities

Respond to service desk calls, tickets, and support requests.
Troubleshoot, document, and resolve technical issues.
Provide support through phone, remote, and onsite assistance.
Collaborate with Technical Assistance Center team members to provide technology support for branch and corporate locations.
Travel to branch locations as needed to provide onsite support, equipment deployment, maintenance, troubleshooting, and project assistance.
Support branch openings, relocations, remodels, and technology-related initiatives.
Provision and support user accounts, access requests, password resets, and multifactor authentication.
Assist with software installations, upgrades, and technology deployments.
Coordinate with vendors and internal departments to resolve technology issues and support business operations.
Create and maintain technical documentation and knowledge base articles.
Maintain technology inventory and asset records.
Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Exhibit Blaze’s Core Value’s: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back.
Regular and predictable attendance.
Perform other duties as assigned to support effective department operation.