What are the responsibilities and job description for the Systems Analyst, Service Desk position at EASTMAN CREDIT UNION?
Eastman Credit Union is now hiring a Systems Analyst - Service Desk!
Summary: Provide second level technical support for ECU staff. The Service Desk Analyst will analyze, assess, and find solutions for second level technical support reported issues and, if unable to resolve, follow escalation protocols to the proper I/T Operations support teams. Identify and manage risks within the department.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
POSITION RESPONSIBILITIES
- Test and analyze IT system and software performance.
- Prioritize and resolve IT concerns and escalate serious issues to relevant stakeholders.
- Avoid service interruptions by performing system installations, updates, and maintenance procedures.
- Prepare training manuals and FAQ materials for easy-access end-user guidance.
- Document processes and maintain service desk records.
- Make recommendations to optimize IT performance and to prevent future problems.
- Collaborate with internal departments to ensure that IT needs are met.
- Keep informed of advancements in IT.
- Apply application updates in accordance with ECU's Change Management guideline and maintain supported release levels for supported applications.
- Assist in updating and maintaining the Configuration Management Database for Asset Management within our IT Service Management system.
- Manage the desktop provisioning process including on-premise workstations and virtual desktops.
- Responsible for software and application updates for all workstations – on-premise and virtual – including importing updates, creating update packages, deploying updates, monitoring status of updates, and determine, troubleshoot, and remediate any workstations where updates did not apply.
- Assist end users with issues and new product deployments related to ECU's corporate mobile device technologies.
- Apply working knowledge of PC software and hardware, operating system, and network services to provide technical end user support via email, phone, and desk-side assistance.
- Interact with I/T Operations support staff to restore service and/or identify and correct reported issues.
- Acquire, implement, and configure new and existing hardware/software.
- Document incident information into ECU's designated ticketing system.
- Monitor system availability and performance.
- Assist with desktop infrastructure implementation and configuration related to workstation/office moves.
- Serve as a member or leader of various ECU and/or special project teams.
REQUIRED SKILLS
- Self-motivated individual with the ability to prioritize, meet deadlines, and manage changing priorities.
- Excellent organization skills and strong aptitude for attention to detail.
- Hands-on experience troubleshooting and resolving IT equipment and software related issues. Experience with banking and financial applications desired.
- Proven customer service/support experience.
- Strong analytical and problem-solving skills.
- Ability to work individually and within a group.
- Excellent verbal and written communication skills.
- In-depth and current knowledge of computer programs and hardware.
REQUIRED EXPERIENCE
- Associates degree in Computer Science, Information Technology, related IT discipline or equivalent work experience. Bachelor's degree preferred.
- 5 years' experience in Information Technology or customer service related fields preferred.
- Experience with Microsoft products and services. IT certifications preferred.