Helpdesk Analyst II

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will answer incoming support calls, logging the appropriate support ticket, and basic troubleshooting of any support issues. Basic troubleshooting will comprise of hardware as well as software (operating systems, backup software and supported third party software). The Help Desk Analyst II technician will be expected to pass unresolved tickets to the appropriate department/resource within IT.

Nature and Scope

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.

Specific Accountabilities

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external member that is in alignment with our Brand Culture.
• Meet or exceed established service goals
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• First point of contact for internal Credit Union personnel.
• Respond to requests for user assistance.
• Software and hardware troubleshooting.
• Track all calls using online Help Desk application.
• Work as a member of the Systems Engineering Support Team.
• Investigates and resolves computer software and hardware problems.
• Investigate and resolve network problems both voice and data.
• First point of contact for core processor issues.
• Escalate and assign 2nd tier support calls to appropriate resources and follow-up to conclusion.
• Examine daily, all open calls and find resolutions.
• Provide monthly reports for TrackIT database to management.
• Assist IT Department staff with various IT projects.
• Report IT inventory needs for purchase.
• Document resolutions in knowledgebase for future reference.
• Perform hardware and software installations.

Knowledge, Skills and Abilities

• Working knowledge of common operating systems and software applications.
• Ability to provide technical support over the phone; good phone skills, professional demeanor, 
• Excellent communication and customer service skills.
• Ability to follow standard practice and procedures in analyzing situations to determine the appropriate response.
• File/Print knowledge. 
• Excellent troubleshooting skills. 
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. 
• Demonstrate good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it. 
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. 
• Ability to work responsibly with minimal direct supervision. 
• Must be able to lift 50 lbs.

• 2-3 years’ experience in Help Desk or Desk Top computer support role.
• High school degree or equivalent; Associate’s degree or better preferred. 
• Previous customer service experience strongly desired.