Service Desk Analyst II

Global Credit Union • Anchorage, AK

11d • Onsite

About The Position

Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center. Operate in a fashion that supports the IM Operations mission to exercise a leadership role in maintaining, operating, and providing Information Technology Service Management for the credit union and its subsidiary operations.

Requirements

• Degree in Computer Science, Business Administration, or related field.
• Equivalent in technical training Creditable Experience in Lieu of Education.
• Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I.
• MCSA for currently supported Windows Desktop preferred.
• Must have excellent analytical and problem-solving abilities.
• Be positive, adaptable, and a team player.
• Excellent verbal, written, and interpersonal skills.
• Self-motivated, organized, and detail oriented.
• Strong documentation skills.
• Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting.
• Understanding of ITIL and ITSM.

Nice To Haves

• Familiarity with DevOps/Agile process for task flow completion a plus.

Responsibilities

• Responding to phone and self-service requests for assistance from users needing technical support.
• Provide exemplary customer service and professionalism in efforts to resolve incidents.
• Actively participate with other members of the Information Management team in Incident Management.
• Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
• Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem.
• Maintain awareness of change management schedules for potential service disruptions.
• Maintain a working knowledge of the technical applications and functions needed to support users in the enterprise.
• Meet department-specific performance metrics while adhering to the incident handling policies and procedures.
• Perform other duties as assigned.

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays

What This Job Offers

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