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Rally Credit Union · 4 days ago

IT Service Desk Analyst II

Corpus Christi, TX

Full-time

Onsite

Entry Level

1+ years exp

Rally Credit Union is seeking an IT Service Desk Analyst II to provide first line service desk support for all credit union staff. The role involves assisting staff with desktop equipment and software, managing service desk requests, and ensuring compliance through documentation and training.

CreditFinanceFinancial ServicesLending

Responsibilities

Provide technical support to credit union staff via Service Desk ticket system, phone, email, and remote support tools

Document all support requests received in Service Desk ticket system and quickly diagnose and resolve issues, routing them to the 2nd tier support personnel for resolution when required

Build, maintain and share Service Desk knowledge base for common problems, solutions, and troubleshooting techniques

Assist with the production of Service Desk status reports and summary analysis regarding overall ticket performance, reoccurring issues, etc

Provide assistance to members as needed to address IT related issues

Diagnose phone system issues including voicemail, user operational issues, and adds/moves/changes. Routing advanced issues to Service Desk Administrator for resolution or advanced programming

Manage credit union digital marketing displays ensuring displays are properly configured and online. Ensure marketing campaigns are properly scheduled and functioning properly

Assist desktop team with client systems installation including operating system, software installation, maintenance, and pre deployment preparations using remote and onsite management and deployment tools

Track and verify receipt of all IT hardware delivered to office location; and, works with appropriate IT manager or owner to process inter-office delivery

Perform daily windows and core systems processing as required

Develop and maintain any documentation, policies, and procedures required ensuring that they meet compliance requirements

Provide staff training when necessary to assist with issue avoidance thru proper knowledge transfer

Work with outside providers to address any issues or questions that may arise

Participate in department on-call scheduling as well as weekly maintenance window schedules. Saturday hours on rotational basis

All other duties as assigned

Qualification

Microsoft WindowsMicrosoft OfficeService Desk SupportA+ CertificationNetwork+ CertificationCustomer ServiceTechnical DocumentationTeam Collaboration

Required

Associates degree from an accredited college or university in the information systems field

Equivalent experience in information systems can be substituted in lieu of the associates degree

One (1) year experience in the information systems field

Position involves wrist/hand manipulation; good visual acuity for detail work; ability to bend stoop on a regular basis; reach overhead and lift up to 50 pounds

Must possess a valid Texas driver's license, means of transportation and be able to travel independently

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team

Must have a strong ability to read and carry out various written instructions and follow oral instructions

Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization

Must demonstrate highest levels of customer service and discretion when dealing with the public

Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace

Must be able to effectively handle multiple, simultaneous, and changing priorities

Must be capable of exercising highest level of discretion on both internal and external confidential matters

Periodic after hours work required

Microsoft Windows desktop operating system and Microsoft Office applications

Must have a strong working knowledge of Microsoft Windows operating systems, Microsoft Office Software (with emphasis on Excel, Word, PowerPoint, and Outlook), and Microsoft systems networking

Desktop computers, tablets, smartphones, printers, communications equipment, calculator, fax and copy machine