MDT · 12 hours ago
Service Support Analyst
Farmington Hills, MI
Full-time
Hybrid
Entry Level
$45K/yr - $55K/yr
1+ years expMDT is seeking a Service Support Analyst to deliver fast, accurate Tier I support for client requests via phone, chat, and tickets. The role involves troubleshooting incidents, coordinating with Tier II teams, and maintaining the knowledgebase to enhance client experience.
Information TechnologySoftware
Responsibilities
Client Point of Contact: Serve as the first point of contact for clients, ensuring proper phone and chat coverage during operating hours
Call Management: Answer incoming calls and efficiently route them to the appropriate departments or individuals
Level 1 IT Support: Provide Level 1 IT support and system administration for various client facing applications
Escalation and Issue Resolution: Analyze and escalate to Level 2 help desk support requests to the appropriate teams. Monitor and alert high-priority client issues to ensure timely and urgent resolution when necessary
Major Incident Management: Act as a major incident manager, coordinating teams, documenting solutions and providing routine updates to clients and internal staff during unplanned sev-1 and sev-2 outages
Chat Support: Oversee and manage all client chat interactions, including troubleshooting and routing issues to Level 2 support when required
Client Contact Database Management: Maintain and update the client contact database, ensuring that all information for clients, business partners, and vendors is current and accurate
System Administration: Serve as the system administrator for the JHA and ZenDesk portals. Responsibilities include adding and removing MDT and credit union resources, performing password resets, and providing user login support
Outage Management Assistance: Assist with outage processes, including troubleshooting, executing the urgent communication process via the third-party Statuspage system, and collaborating with other departments to ensure efficient triage and resolution
Quarterly Audits: Conduct quarterly audits of the JHA client portal and ZenDesk portal to ensure data accuracy and system integrity
Vendor Coordination: Manage 3rd party vendor requests, including passing quotes to clients and internal teams and assisting with troubleshooting as needed
Cross-Department Collaboration: Work closely with other departments to ensure smooth and timely workflow throughout the organization
Issue Escalation: Escalate issues to the appropriate teams and management to facilitate prompt resolution
Management Updates: Keep the management team informed of progress towards established objectives and report any significant challenges that arise
Documentation: Complete all required reports and records accurately and on time
Internal Knowledgebase: Responsible for documenting solutions, updating, and providing more detailed solutions to provide consistent experience for clients
Update Knowledgebase: Document using the KCS methodology for Knowledgebase refinement
Meeting Participation: Attend and actively participate in department meetings and committees as needed
Work Area Maintenance: Maintain a clean, secure, and well-organized work area
Special Projects: Complete special projects and any other tasks or duties as assigned
Qualification
Required
High school graduate or equivalent
1–3 years of experience in a Service Desk or Technical Support role
Financial Institution experience (Symitar preferred)
Experience in a professional client services position
Experience with PC and associated hardware/software troubleshooting
Familiarity with remote support tools and identity/access management concepts
Preferred
Thorough understanding of customer service practices
Thorough understanding of financial services
Thorough understanding of system administration
Knowledge of the Symitar core system
Knowledge of ticketing systems
Company
MDT
MDT helps credit unions navigate complex financial technology ecosystems, ensuring they remain institutions of choice for members.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Christopher Kowal
President and CEO
Emily Szymczak
Chief Financial Officer
Recent News
2026-01-06
2025-10-30
2025-09-23
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