Service Delivery Analyst

Company: Temporary
CA - San Diego

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Position Overview:

Are you Service-Driven and Innovative? USE’s Business Technology team is the perfect place for you! As a Temporary Service Delivery Analyst, you’ll have a chance to identify opportunities to leverage technology in support of Credit Union goals. Become part of a team that is key in analyzing requirements, resolving problems and providing technical assistance to the entire organization. Do you have what it takes?

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
  • Service Desk
  • Provide helpdesk support and resolve problems to the user’s satisfaction
  • Analyze and resolve problems with a goal of 90% First Call Resolution
  • Monitor and respond quickly and effectively to requests received through the helpdesk and process first-in first-out based on priority
  • Effectively communicate both written and verbally to team and end user, providing status of tickets and support efforts/resolutions in a timely and clear fashion
Hardware/Software Support
  • Install, configure, and troubleshoot desktop client server applications, desktop operating systems, client email, web access, printer functions and drivers, approved mobile devices, audio and visual support, and other specialty operational or branch software
  • Manage PC setup and deployment including software and peripheral equipment
  • Perform timely workstation hardware and software upgrades as required
  • Maintain branch cabling and equipment including keeping space neat, clean, and organized
  • Maintain inventory of all equipment, hardware and software licenses
  • Maintain configurations, utilities, software default settings, Etc. for workstations
  • Provide basic network administration to include, but not limited to, maintaining user accounts, installing upgrades and patches, and setting up network printers
QUALIFICATIONS
  • To perform this job successfully, an individual must be able to perform each essential duty
  • Satisfactorily
  • The requirements listed below are representative of the knowledge, skill, and/or
  • ability required
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
EDUCATION and/or EXPERIENCE
  • Certification from an IT technical or training school or a Bachelo’s degree with a focus in technology required, or a minimum of 2 years’ experience supporting Microsoft desktop
  • operating systems and related hardware
  • Experience supporting Windows10 and MS Office products is required
Professional and Organizational Development
  • Create and maintain thorough documentation of internal procedures and processes
  • Maintain current knowledge of all technology used in the supported environment
  • Participate in training that continues to develop professional skills
  • Maintain a professional image and promote the value of the Business Technology department
  • Understand helpdesk priorities and objectives, and taking an active role in accomplishing these objectives
  • Adhere to company policy and procedure, complete annual compliance training
  • Comply with business continuity and vendor management policy
  • Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA
  • PATRIOT Act and all related policies and procedures including accurate Member/Customer
  • Identification Program, member due diligence, accurate OFAC match processing, and reporting unusual activities and suspected fraud

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