Lead Analyst - Help Desk

Cal Coast Credit Union•San Diego, CA

5d•$32 - $40•Onsite

About The Position

Under the general supervision of the Help Desk Supervisor, the Lead Analyst - Help Desk provides support to credit union employees and leads IT Help Desk staff. The role assists the Director with procedures for triage, prioritization, and resolution of requests, including queue monitoring, request tracking, and coordination of Help Desk functions. It also provides hands-on support in person, by telephone, and by email, and develops and reports on Service Level Agreements (SLAs). The position leads Help Desk service delivery across an environment that includes multiple redundant data centers and cloud-based infrastructure, more than 800 desktop systems, more than 150 mobile devices, more than 600 employees, unified communications systems, 26 branch locations, and Spectrum Center. It oversees ticket quality, incident escalation, VIP ticket follow-up, documentation, service metrics, software license inventory, and targeted technician retraining. The role also supports workstation technology projects, mobile device administration, and end-user training.

Requirements

Degree in Computer Science or Information Systems.
5–7 years of related work experience.
Comprehensive knowledge of Help Desk software, Windows 10/11, mobile devices (iOS, Android, and Windows Mobile), network peripherals, and enterprise software, including Microsoft Office.
CompTIA A+ certification.
ITIL certification.
Excellent written, oral, and interpersonal communication skills.
Highly self-motivated, self-directed, and attentive to detail.
Ability to conduct and direct research into end-user issues and products.
Ability to present ideas in business-friendly and user-friendly language.
Ability to multitask and work under time constraints to meet project deadlines.
Ability to answer phones and provide end-user support in a fast-paced credit union environment.
Ability to appear for work on time, follow supervisory directions and work rules and procedures, interact effectively with coworkers, and accept constructive criticism.
Proven analytical and problem-solving skills.
Ability to operate a credit union vehicle for travel between locations during assigned shifts.
On-call availability is required.
Ability to tolerate periods of continuous standing and sitting and lift up to 50 pounds.
Demonstrates leadership, empathy, emotional intelligence, active listening, persistence, intrinsic motivation, creative problem-solving, respect for diversity, inclusion, collaboration, flexibility, and fairness.

Responsibilities

Establish and manage Help Desk service level agreements (SLAs), including problem-resolution expectations and timeframes.
Develop policies and procedures for identifying, documenting, assigning, and resolving problems.
Analyze Help Desk performance, document resolutions, identify problem areas, and develop solutions to prevent recurring problems.
Participate in Help Desk operations and provide leadership to the Help Desk team to ensure timely, quality service in accordance with company standards.
Maintain the IT software license inventory according to organizational policies and requirements.
Troubleshoot escalated hardware and software problems and document resolution procedures.
Use Help Desk ticket-system reporting and metrics to support staffing decisions, enforce SLAs, and increase first-call resolution rates.
Determine appropriate Help Desk staffing to meet weekday and weekend support needs.
Manage incoming telephone and email requests to ensure timely, effective resolution of end-user issues.
Assess the need for system changes and updates based on request trends and support issues.
Identify, recommend, develop, and implement end-user training programs to increase computer literacy.
Monitor incident trends and anticipate potential problems for proactive resolution.
Communicate technical issues to end users in non-technical terms and provide excellent customer service to internal and external customers.
Review active and closed Help Desk tickets for accuracy, completeness, and adherence to SLAs.
Identify recurring technical issues and workflow bottlenecks and suggest procedural improvements.
Ensure knowledge-base articles, troubleshooting guides, and FAQs are clear, accurate, and up to date.
Track quality assurance scores, customer satisfaction ratings, and first-contact resolution rates for management reporting.
Monitor high-priority, unresolved, or SLA-breached tickets and ensure technicians follow appropriate escalation paths.
Provide dedicated follow-up on tickets from senior executives or critical business units.
Coordinate refresher training for technicians who consistently fall short of quality benchmarks.
Provide support for and lead projects related to workstation technologies and other projects that may affect the user environment.
Support mobile-device administration and maintenance.
Mentor Help Desk staff and monitor Help Desk productivity, quality, and customer service.
Perform other duties and assigned tasks, projects, and administrative duties as required.