Global Credit Union
Service Desk Analyst II
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Service Desk Analyst (24x7 Operations Center)
About the Role
Reports To: Service Desk Analyst Team Lead
This role is responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center. You will play a critical leadership role in maintaining, operating, and delivering Information Technology Service Management for the credit union and its subsidiaries, supporting the IM Operations mission.
Responsibilities
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Incident Management & Support
- Respond to phone and self-service requests, providing exemplary customer service to resolve user technical support issues.
- Actively participate in Incident Management with the Information Management team.
- Coordinate and support the management of incoming trouble tickets, including follow-ups and closure.
- Identify recurring incident patterns and develop necessary documentation to prevent future occurrences.
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Service Availability & Change Awareness
- Stay informed of change management schedules to anticipate potential service disruptions.
- Maintain a working knowledge of enterprise technical applications and support functions.
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Performance & Compliance
- Meet department-specific performance metrics while adhering to incident handling policies and procedures.
- Perform other duties as assigned.
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Qualifications
Education or Experience:
- Degree: BS/BA in Computer Science, Business Administration, or a related field or
- Equivalent in technical training (may substitute for degree).
Experience & Skills:
- Minimum 4 years of experience working with Network PCs, or 2 years as a Service Desk Analyst I. (Full-time equivalents or combinations may apply.)
- Preferred Certification: MCSA for currently supported Windows Desktop.
- Strong analytical and problem-solving abilities.
- Must be positive, adaptable, and a team player.
- Excellent verbal, written, and interpersonal skills.
- Self-motivated, organized, detail-oriented.
- Strong documentation and process understanding.
- Familiarity with ITIL and ITSM (strongly recommended).
- Bonus: Familiarity with DevOps/Agile processes for task flow completion.
Tenure & Career Progression:
- Advancement to roles like Service Desk Analyst II (09), Senior Service Desk Analyst (07) depends on:
- Education/experience (Category 10 → 08 progression).
- Requires management recommendation based on certifications/performance.
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Compensation
Salary range depends on experience, qualifications, and applicable wage requirements, aligns with the following pay scales (annual, fundamental pay range):
- Salary Pay Range 07 (Senior-level):** $90,389 – $152,718**
- Salary Pay Range 08: $79,989 – $132,798**
- Salary Pay Range 09: $69,557 – $112,677**
- Salary Pay Range 10 (Entry-level): $63,233 – $99,908**
Starting base salary is determined by position level based on the above ranges.
Benefits
- Short & Long-Term Incentives
- Comprehensive Insurance:
- Medical, dental, vision coverage with HSA & FSA options.
- Retirement & Savings:
- 401(k) plan (5% company match).
- Employee Assistance Program (EAP).
- Life & disability coverage.
- Voluntary cash benefits for accidents, hospitalization, and critical illness.
- Tuition reimbursement.
- Generous Leave Policies:
- Paid Time Off, Paid Sick Leave, Paid Holidays.
[View full benefits details.]
Equal Opportunity Employer – We value diversity and are committed to creating an inclusive work environment.
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