Service Delivery Analyst

Compeer Financial • Prairie du Sac, WI

6d • $64,300 - $102,200 • Hybrid

About The Position

Empowered to live. Inspired to work. Compeer Financial is a member-owned cooperative located in Illinois, Minnesota and Wisconsin. We bring together team members with a variety of backgrounds and experiences to help provide financial services to support agriculture and rural communities. Join us in a culture that not only promotes meaningful work and professional development, but provides a flexible, hybrid work environment and excellent benefits, which empower you to thrive both personally and professionally.
This position offers a hybrid work option up to 50% remote and is based out of the Prairie du Sac, WI; Prairie du Sac, WI; or Bloomington, IL office location.
This position plays a critical role in creating a quality experience for Compeer Team Members. The incumbent identifies, analyzes and resolves team member inquiries in a fast-paced environment. Focuses on improving the team member technology experience to enhance and/or improve efficiencies by ensuring capability, responsiveness and reliability of systems. Works on various projects and initiatives related to the Endpoint Delivery Model, Virtual Desktop Delivery, Unified Communications, Software Distribution, Image management, Asset and Desktop management, Mobile Devices, Executive Support, Event Support, and Audio-Visual Support for all Compeer Financial offices.

Requirements

• Associate’s degree in computer science, business administration, or related field; or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Minimum of 5 years help desk or other computer experience with personal computers, hardware, software (Microsoft, Cisco, and Citrix) configuration, mobile phones, and video conference equipment & technologies.
• Advanced knowledge of desktop operating systems; remote management, virtualization technologies, data and voice communications; network operating systems and configurations; and server, desktop and laptop hardware and configurations.
• Demonstrated client service, interpersonal and skills in communication, both written and verbal at all levels of the organization.
• Deep understanding of Compeers technical infrastructure.
• Ability to prioritize and act in high-pressure situations.
• Ability to navigate swiftly and tactfully through difficult conversations with a positive and resolution focused attitude that advocates the best outcomes possible for our clients.
• Knowledge of general business, data processing concepts and the organization’s business needs.
• Accuracy and attention to detail.
• Effective interpersonal, oral and written communication and client service skills.
• Effective one-on-one and group presentation skills.
• Effective organizational, time management and planning skills.
• Advanced computer skills including MS Office applications (Word, Excel, Outlook, etc.) and help desk tracking software.
• Ability to work with a wide variety of internal clients.
• Ability to work with minimal supervision.
• Ability to translate technical information into non-technical terms.
• Must be authorized to work for any employer in the United States. Compeer is unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

• Experience with Microsoft System Center or other network/server monitoring tools preferred.

Responsibilities

• Delivers on service commitments by keeping the environment up and running and is the escalation point for the delivery of BT Services for Compeer End Users that work in an office and remote.
• Plays a role in transitioning new services into Service Operation, ensuring the Service Desk’s requirements are clearly defined and delivered.
• Works on the implementation of preventative maintenance and software installs, updates/patches to client-facing technology platforms in adherence to change management processes.
• Works with both in-house, and possible third-party service providers and consultants in order to ensure a positive customer experience and high satisfaction of the BT services delivered.
• Executes the Executive Support and Audio-Visual support function to ensure rapid executive issue resolution, event support and seamless hybrid working experience for meetings.
• Supports the evaluation, installation, integration, testing and support of approved business software applications, including purchased, internally developed, and vendor developed applications.
• Evaluates, installs, configures, tests and addresses complex problems within computer systems, mobile architecture, peripherals, and applications based on business needs.
• Maintains, installs and supports approved software and mobile devices.
• Assists or may lead in the installation of new and upgraded hardware and software.
• Participates in testing, training and writing documentation.
• Ensures all servers, desktops and network components are operational and functioning within organization service level goals.
• Assists with the configuration and tuning of system monitoring tools to provide system visibility.
• Responds to system alerts, evaluates severity, and resolves or escalates events, as necessary.
• Develops baseline performance reports and system metrics to augment Business Technology service level goals and to provide trending over time.
• Administers video conference technologies.
• Assists in the installation, monitoring and maintenance of WAN/LAN hardware and data/voice infrastructure to provide the needed system availability to the organization.
• Assists in planning for disaster recovery and redundancy of the local and wide area infrastructure.
• Provides written documentation to the team in the areas of problem resolution, software testing and installation support, and other areas in support of accelerating the learning curve of all team members.
• Supports security administration and image hardening of the equipment and information on all computer systems within the company. Maintains security and application access, administers secure and compliant environment, and ensures application security and information protection.
• Pushes out updates to computers.
• Communicates between remote users and internal BT to ensure remote users conform to the company’s most current policies, procedures, and hardware and/or software requirements.
• Leverages system monitoring tools to proactively respond to system generated alerts.
• Remains current on application patches and updates, trends and changes within the information systems industry as it relates to the company’s technology needs.
• Performs complex installation, configuration and upgrade tasks that may require research and analysis.
• Keeps informed of the most current technologies and may recommend new hardware and software applications to supervisor.
• Serves as a resource for, and may provide work direction to, less experienced department team members.

Benefits

• Hybrid model – up to 50% work from home
• Flexible schedules including ample flexibility in the summer months
• Up to 9% towards 401k (3% fixed Compeer contribution plus up to 6% match)
• Benefits: medical, dental, vision, HSA/FSA, life & AD&D insurance, short-term and long-term disability, wellness program & EAP
• Vacation, sick leave, holidays/floating holidays, parental leave, and volunteer paid time off
• Learning and development programs
• Mentorship programs
• Cross-functional committee opportunities (i.e. Inclusion Council, emerging professional groups, etc.)
• Professional membership/certification reimbursement and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree