• Service Desk Analyst

    Job Location
    United States-IL-Chicago
    Work Status
    Full-Time
    Department
    Computer Ops and Help Desk
    FLSA Status
    Exempt
    Requisition ID
    2018-1938
  • Start a Rewarding Career with Alliant

    Why Alliant?


    We’re not a typical financial institution – we’re better. We’re an innovative, fun-loving, highly-engaged group of professionals that are committed to our company and the communities we do business in. We love to recognize and celebrate each other.


     


    Over 90% of our employees say we are a great workplace that is focused on our mission, thanvision and the future of banking.


     


    What will your day look like?


    You will be responsible for the accurate and timely processing of information in and through all computer systems. Work involves routine difficulty in monitoring critical member delivery systems and technical assistance. Resources to do the job require reliance on technical knowledge of computer systems and credit union policy.

    Responsibilities

    Do you see yourself doing this?



    • Serve as the first point of contact for technical assistance majority over the phone and email (some walk-ups)

    • Adhere to Alliant Credit Union’s policy and procedure regarding ticket management and time entry

    • Provide the highest standard of technical services to Alliant Credit Union‘s users

    • Utilize ServiceNow to respond and update tickets within service level agreements

    • Assist with deployment of Operating System images to new and existing computers

    • Create technical documentation as required to the various audiences at Alliant Credit Union

    • Assist Alliant Credit Union IT operations team as needed

    • Assist in onboarding and separations for Alliant Credit Union employees and non-employees

    • Responsible for setting up computer security for users

    • Support and troubleshoot computer system hardware as well as operating system software       

    • Identifies problems related to primary financial software and determines corrective action

    • Identifies and escalates issues to network group

    • Working knowledge in MS Windows based environment Experience using and building workstation images a plus Knowledgeable Planning and organizational skills

    • Provide excellent customer service skills, including ability to provide information at all levels

    • Experience following and creating documented processes and procedures.

    • May perform final review of all output material for correct format for distribution to user organization

    • Coordinates and monitors work flow to assure the efficient utilization of the system

    • Assists with mentoring and orienting new employees

    • Works on projects concentrating on integration with daily, weekly and monthly schedules

    Qualifications

    What makes you a great fit?


    You’ll be a great fit if in addition to the completion of an Associate’s or Bachelor’s degree in Computer Science, 3 - 4 years of experience in service desk support; or an equivalent combination of training and experience, and you have:



    • Excellent phone support with an emphasis in clear and efficient communication

    • Experience troubleshooting Microsoft Office Product suites

    • 3+ years working in a LAN/WAN environment

    • Experience with OS deployment systems such as System Center Configuration Manager (SCCM) is preferred

    • Support of mobile devices or MDM solution with various Carriers

    • Experienced with Windows 7, 8, and 10 operating system troubleshooting, security, file system structure, and registry

    • Expertise in supporting and troubleshooting remote clients using virtual private network tunnels using two factor authentication

    • 3+ years of experience supporting email client software

    • 3+ years of experience with enterprise computer security software such as Symantec Endpoint

    • Working knowledge of MS Office

    • Knowledge of request/problem documenting and tracking skills

    • Working knowledge with Citrix products

    • Working knowledge of networking principles, practice and technologies (TCP/IP protocol suite)

    • Working knowledge of remote control tools

    • Working knowledge of Active Directory and group policies

    • Knowledge of device/data encryption

    • Familiarity with VMWare products

    • Familiarity with ITIL and IT service management

    • Experience with printer configuration service and support

    • Understanding the fundamentals of FTP, SFTP, and SSH protocols

    • Knowledge of whole disk encryption software and concepts



     



    When you’re happy, we’re happy!


    As a thank you for joining our team, you’ll benefit from:


     



    • Competitive medical, dental, and free vision benefits

    • Competitive compensation plan

    • Contributions towards gym memberships

    • Generous PTO and banking holidays off



     



    Still not convinced?


    We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.


     

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