Service Desk Analyst - Truity Credit Union

JOB SUMMARY

This position provides technology service and support at an entry level to elevate the reliability, stability, security and performance of all systems in leveraging efficiencies for Credit Union personnel through use of computing technologies.

ESSENTIAL FUNCTIONS

1. Answer service desk calls and utilize service desk system to resolve issues reported and route tickets appropriately.
2. Manage and monitor IT Service Desk software system.
3. Provide support of virtual and non-virtual systems and software
4. Provide support for users in Microsoft Word, Excel, Power Point, and Outlook.
5. Assist with Account Management functions within Active Directory Federated Services.
6. Add/Modify/Delete Email Distribution Lists within Exchange Server.
7. Troubleshoot and coordinate printer/fax/copier issues with managed print services vendor and follow up to ensure issues are resolved.
8. Install and maintain peripherals including but not limited to receipt printers, signature pads, battery backup units, check scanners, keyboards, mice, and label printers.
9. Conduct Truity-owned notebook, iPhone, and iPad repair and maintenance.
10. Monitor anti-virus and anti-malware systems
11. Generate monthly activity reports from the helpdesk system.
12. Perform IT on-call duties as assigned.
13. Perform other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:
  • • Computer hardware and the ability to perform service-desk functions
• Windows Desktop platforms and mobile devices
• Edge computing peripherals (faxes, printers, desktop phones, etc.)
• Ability to:
  • • Analyze and solve practical problems and deal with variables in situations
    • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
    • Identify opportunities for and effectively implement automation within processes
    • Organize and prioritize to meet deadlines
• Skill in:
  • • Excellent communication and interpersonal skills to effectively work with members and co-employees
    • Making effective and timely decisions
    • Typing and personal computer

QUALIFICATIONS

Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

None to three years of similar or related experience, including preparatory experience

Any combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job required.

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Equal Opportunity Employer/Veterans/Disabled

Truity is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 918.336.7662 or jobs@truitycu.org for assistance. You may also contact us at that same number and email, if you would like to see a copy of our Affirmative Action Plan.