Service Desk Analyst I

4 weeks ago


Glendale, United States Global Credit Union Full time

Overview:
**Reports To**: Service Desk Supervisor

**Primary Functions**: Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24 x7 Operations Center.

**Duties and Responsibilities**:

- Provide Tier 2 technical support to resolve routine technical problems. Triage and escalate more complex problems to Tier 3 support.
- Assist in leading and coordinating response/resolution efforts for complex system problem/outages until Outage Coordinator duties are assumed by senior IM personnel.
- Ensure that timely and accurate notifications are provided on an ongoing basis to designated credit union management and staff.
- Create, modify, administer and troubleshoot basic batch automation tasks/job packages with automation software.
- Maintain current professional and technical knowledge pertaining to industry standards and best practices in the field.
- Perform other duties as assigned.

Qualifications:
**Education**: Associate's Degree in Computer Science, Mathematics, or related field.

**Creditable Experience in Lieu of Education**: Equivalent in technical training and/or work experience.

**Experience/Skills**: Two years experience with networked PC, terminal and printer hardware installation and configurations to include related operating systems. A+ certification, Microsoft Technology Associate (MTA), or other manager-approved IT certification, required. Additional technical certifications a plus. Must have working knowledge of client/server networking, multi-protocols, scripting languages, and databases. Excellent communications and interpersonal skills required. May require shift work.

Compensation:
**Salary Pay Range**:

- Service Desk Analyst I (Category 10): $57,484 - $90,825 annually
- Service Desk Analyst II (Category 09): $63,233 - $101,804 annually
- Service Desk Analyst III (Category 08): $72,717 - $119,983 annually
- Senior Service Desk Analyst (Category 07): $80,000 - $137,981 annually

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

**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
- Click here to view Global’s comprehensive Benefits Programs.

**Equal Opportunity Employer



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