Apply on Employer Site

Financial Partners Credit Union · 15 hours ago

Service Desk Analyst

Downey, CA

Full-time

Onsite

Entry, Mid Level

$30.69/hr - $40.39/hr

Financial Partners Credit Union is seeking a Service Desk Analyst to provide technical assistance and support for computer systems, hardware, and software. The role involves troubleshooting issues, managing user accounts, ensuring system security, and collaborating with the IT team to enhance processes and services.

BankingFinancial ServicesLendingNon Profit

Comp. & Benefits

Responsibilities

Respond to Service Desk incidents and service requests (tickets), which may be routed to IT via email, chat, or phone call

Troubleshoot and resolve technical issues, such as network connectivity problems, software errors, and hardware malfunctions

Research issued to determine best course of action for resolving incidents

Escalate complex issues to senior team members, Information Security, Network and Infrastructure, or IT Management for resolution

Monitor both their personal and team ticket queues

Properly prioritize incidents based on the published Priority Matrix Adhere, and to complete incidents within established Service Level Agreements

Maintain an up to date image used to image computers quickly

Accurately complete the PC Build Checklist and provide peer review for others on the team

Set up and deploy computer systems, including installing operating systems, software applications, drivers, and peripherals

Configure computer hardware, such as ID scanners, receipt printers, check printers, and MFPs to ensure proper functionality

Perform routine maintenance tasks, such as installing updates, patches, security fixes, and removing unsupported or end of life software on computer systems

Update asset assignment records as machines are deployed, lost, or retired

Create and maintain records for hardware that is ewasted

Monitor system performance and take proactive steps to ensure optimal performance

Add / remove computers from the automated maintenance system (CCleaner Cloud)

Promptly report and take corrective action for any security violations that are discovered

Ensure end-of-life or unsupported software is removed from computer systems to reduce security vulnerabilities and licensing issues

Create and maintain user accounts and access permissions, and update records accordingly

Manage permissions and file maintenance for network shares used for user and department folders

Deploy Yubikeys / MFA and assist users in configurating them

Reset passwords and troubleshoot account-related issues

Update user Branch and Check Printer assignments within Symitar as users move between branches

Work closely with other IT team members to resolve technical issues and provide support

Participate in team meetings and contribute ideas for improving IT processes and services

Responsible for communications / updates to users and management during major outages

Participate in cross functional project teams

Follow security policies and best practices to protect systems and data from unauthorized access

Adhere to privacy regulations and company policies regarding sensitive information

Document processes, solutions, and troubleshooting steps for future reference

Assist in training end-users on basic IT concepts and applications

Stay up to date with emerging technologies and industry trends

Participate in training programs and pursue certifications to enhance skills and knowledge

Provide excellent customer service to end-users, ensuring their technical issues are resolved in a timely and professional manner

Escalate issues to other IT teams or vendors quickly when needed

Communicate technical information clearly and concisely to non-technical users

Qualification

Windows operating systemsMac operating systemsActive DirectoryNetworkingTroubleshooting skillsPatch managementCustomer serviceResearch skillsHardware componentsMicrosoft Office SuiteCommunication skillsTeamwork