Job Description and Requirements
Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Service Desk Analyst to join our amazing IT Service Desk team!
The IT Service Desk Analyst will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. All applicants must reside within the state of Texas and have the capability of performing all of the work from their home in Texas.
To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.
• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).
• Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment
The Service Desk Analyst serves as the first point of contact for customers seeking technical assistance. This role is crucial in providing prompt and effective support, resolving technical issues, and ensuring customer satisfaction. The analyst is responsible for accurately logging, troubleshooting, and escalating issues as needed, maintaining a high standard of service. The role also involves continuous learning and improvement to stay updated with the latest IT systems and services, while working independently and managing multiple responsibilities simultaneously.
Essential Functions and Responsibilities:
- Provide first-level support for hardware, software, and network-related issues, aiming for the highest possible first call resolution (FCR).
- Respond to service requests and incidents via phone, email, or chat in a timely and professional manner, ensuring customer satisfaction by delivering high-quality and consistent service.
- Troubleshoot and resolve technical issues using provided tools and knowledge bases, escalating unresolved issues to appropriate higher-level support teams.
- Follow standard operating procedures for incident resolution and request fulfillment, adhering to company policies, including data protection and confidentiality guidelines.
- Assist in disaster recovery efforts by supporting regular testing and updates of recovery procedures to ensure quick restoration of critical IT services during disruptions.
- Accurately log all customer interactions and technical issues in the service desk ticketing system.
- Perform the setup, configuration, and maintenance of hardware and software, conducting diagnostics and research that may require application installations, updates, or removal.
- Identify and troubleshoot identity access and authorization issues, ensuring users have the appropriate access levels, and determine if user issues are system-related or due to authorization problems, escalating accordingly.
- Maintain up-to-date knowledge of company IT systems and services, participating in continuous improvement initiatives and providing feedback on support processes.
- Communicate effectively, both verbally and in writing, establishing and maintaining effective working relationships with colleagues, employees, and the general public, while planning, coordinating, and prioritizing tasks with excellent organizational skills.
- All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).
Requirements:
- High School diploma or GED
- Minimum One year of job-related work experience
- Previous experience in a technical support and customer service role
- Experience with service desk and ticketing systems such as ServiceNow and Jira
- Exposure to basic networking concepts and troubleshooting techniques
- Familiarity with identity access management processes and tools
- Ability to investigate the root cause of incidents and problems, and test solutions to minimize additional contacts to the Service Desk
- Demonstrates complete professionalism while handling customer inquiries or complaints, including managing difficult situations and erratic customers effectively
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
- Basic understanding of computer systems, mobile devices, and other tech products
- Ability to troubleshoot and resolve basic technical issues with excellent analytical skills combined with a logical mindset, especially while dealing with complex issues
- Self motivated, self starter, and should be patient with good listening skills
- Strong problem-solving skills and attention to detail
- Ability to manage identity access and authorization tasks effectively
- Ability to function independently with minimal supervision, and as part of a team
- Customer-oriented mindset with a focus on delivering exceptional service
- Certifications such as CompTIA A+, ITIL Foundation, or equivalent are desirable
Preferred:
- Associate’s degree in information technology
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.