Service Desk Analyst I

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 27 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union's sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union's commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend's vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2022) and Training APEX Awards (2015-2023).

The Service Desk Analyst's role is to ensure proper computer system operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when necessary to maintain Service Level Agreements (SLAs). This position will work closely with other members of the Ascend Information Technology team to support the overall mission of the organization and its long-term strategic business initiatives.#LI-Onsite

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from end users.
• Prioritize incidents and service requests according to defined processes to meet established SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record ticket, document work performed, including all successful and unsuccessful decisions made and actions taken, and track incident through to final resolution.
• Communicate with end user throughout the life cycle of the ticket providing regular status updates.
• Use remote tools and diagnostic utilities to aid in troubleshooting, and research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Contribute to technician knowledgebase as needed, and develop help sheets/FAQs for end users.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• May be asked to perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• May occasionally perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Education

• Two year degree in Information Technology/Computer Science or equivalent technical training

Work Experience

• 1-3 years of working experience in information technology supporting enterprise Windows desktop environment (preferably in a service desk role) is required
• 1-3 years of experience installing, troubleshooting operating systems (Win 7/10), Microsoft Office, and other enterprise software is required
• 3-5 years of working experience in information technology is preferred

Knowledge, Skills, and Abilities

• Beginner level certification such as CompTIA A+, Microsoft Technology Associate (Windows OS) or HDI-SCA.
• Exceptional customer service orientation with excellent written and oral (both in-person and on-phone) communication skills along with the ability to present ideas/solutions clearly, concisely and in user friendly language.
• Knowledge of basic PC hardware, use of remote tools to support remote end users. Knowledge and experience with Microsoft O365 Suite, including the Office desktop client and ITIL foundation processes.
• Must be able to manage multiple tasks concurrently, prioritize requests, and complete assignments within an estimated timeframe
• Ability to troubleshoot user issues and use all available tools to attempt to resolve all user issues.
• Possession of a valid, unrestricted driver's license as occasional travel to branch locations may be required.
• Multiple technical certifications.
• Regular and reliable attendance is required.

Connect with us on social media such as Facebook, Twitter, Instagram, and LinkedIn Ascend Federal Credit Union is an Equal Opportunity Employer