Help Dest Analyst

TAMPA BAY FEDERAL CREDIT UNION. • Tampa, FL

8h

About The Position

As the Help Desk Analyst, you will provide first-level technical support, troubleshooting hardware, software, and network issues for end-users. Logs all interactions in a ticketing system. Resolves simple problems (like password resets), and escalates complex tickets to Tier 2/3 support, while also setting up new accounts, installing software, maintaining IT equipment, and documenting solutions.

Requirements

• Two to Five years previous experience in technical support or technical customer service
• A High school diploma or equivalent

Nice To Haves

• Relevant certifications (CompTIA A+, Network+) preferred

Responsibilities

• Keep abreast of emerging technologies in computing systems and changes to credit union enterprise systems, services, infrastructure, and processes
• Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards
• Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and application services
• Serve as the liaison between users and IT department assuring requests for service and reported incidents are appropriately captured, resolved, and triaged, including follow-up notification to the end-user
• Provide resolution to issues as appropriate for support personnel and develop technical documentation and knowledge base information that enhances support or customer self-help resolution capabilities for recurring situations
• Recognize, identify, isolate, resolve, and document problems with information system products and services
• Diagnose, troubleshoot, configure and repair customer desktop/tablet/mobile device issues
• Perform day-to-day operational responsibilities of the Help Desk as appropriate

Benefits

• Great Benefits Package!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED