IT Service Desk Analyst

UFCU Main•Austin, TX

14h•Onsite

About The Position

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures. In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values: Purposefully Member-Obsessed, Possibilities Reimagined, and Performance Excellence Rooted in Unwavering Integrity.

Requirements

Experience operating in and troubleshooting enterprise environments (WAN/LAN, Active Directory, DNS, DHCP, Print Services, etc)
Experience supporting Office 365 applications
Experience supporting Windows operating systems
Familiar with ITIL methodology for incidents and service requests and using a ticketing system to manage these
Impeccable customer service and time-management skills.
Organized and detail oriented
Strong communication skills (written, verbal, and listening) with the ability to communicate effectively with staff of varying technical expertise.
High School Diploma or equivalent required.
Minimum of three (3) or more years of relevant experience is required.
Must be bondable

Nice To Haves

MCSA, A+ or related technology certifications desirable.
Audio-Visual (Conference Room) support experience

Responsibilities

Log and resolve all incidents and service requests quickly and efficiently while meeting SLA targets.
Effectively prioritize tickets and work to minimize impact to business or members.
Properly notify IT Management of all high-severity or escalated incidents/requests in a timely manner.
Acts as a point of escalation for junior team members.
Document processes, keep the knowledgebase updated and create self-serve documentation for users.
Educate UFCU team members to help them learn new technology and work more efficiently.
Serve as the single point of contact for the customer to report incidents, request service and ask questions.
Be an advocate for the customer and be resourceful in servicing their needs and resolving their problems in a one-and-done fashion.
Proactively solicit customer feedback to improve service.
Communicate planned and unplanned events and maintenance.
Maintain confidentiality over sensitive information.
Proactively updates customers on status of their requests.
Build, deploy and support computers as needed to support hardware refresh cycles, new employee onboarding and general issue resolution.
Responsible for maintaining the CMDB for all end user devices.
Ensure computers receive regular security updates and assist in testing and deployment.
Participate as a Subject Matter Expert in end-user computing for various projects and initiatives across UFCU.
Develop cross-team relationships with the IT department.
Engage other teams as necessary to assist in resolving customer issues or requests.
Serve as a trusted advisor and expert resource in Service Desk operations for members of the IT Service Desk and the IT Department.
Continually find opportunities for ongoing professional growth and learning.
Effectively manage time and resources.
Performs other duties as assigned.
Adhere to all company policies, procedures and business ethics codes.
Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to your role.