IT Analyst I – Support (Service Desk) 60 views


Why join this team:
We’re a collaborative team whose goal is to provide peace of mind to our employees by addressing all technical service issues and requests. This position is an addition to the team!

What you’ll do:
Address incoming requests to the Service Desk via both telephone and Self Service system to ensure courteous, timely and effective resolution of end user issues.

Monitor and claim Service Desk tickets regarding service requests, and operational and maintenance issues in accordance with the UNFCU IT Service Level Agreement.

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

Analyze, troubleshoot, and resolve, in person or by telephone/remote login, IT service, operational and maintenance issues relating to desktop operating systems, computer hardware and service desk supported business applications. Maintain issue ownership to resolution to ensure user satisfaction. Escalate issues to second level applications support as per UNFCU Service Desk guidelines.

Troubleshoot, isolate, or identify IT service issues caused by network infrastructure failures or improper network systems configurations, and work with second level applications support staff to resolve such service interruptions.

What we’re seeking:
Bachelor’s degree in Computer Science and at least 2 years experience in a technical help desk or technical support environment or an Associate’s degree in Computer Science and 4 years experience in a technical help desk or technical support environment

Strong interpersonal, verbal and written communications skills

Knowledge of corporate networking environments and desktop technologies (i.e. Microsoft Windows 7 and Windows 10 along with their Microsoft Networking configurations)

Knowledge of systems analysis techniques and procedures in order to maintain systems availability

Ability to research, troubleshoot, and resolve problems using a variety of resources and tools, as well as exercising a fair amount of independent decision making and problem solving skills

Required to lift and move objects weighing up to 75 pounds

Availability to work on weekends or other extended hours

Critical system outages and system upgrades may require 24/7 coverage on short notice

What makes you stand out:
MCSE/MCSA and Comp TIA A+ certifications preferred

Working familiarity of Citrix, Active Directory, TCP/IP and Telecommunications preferred

Familiarity with the fundamental principles of ITIL is a plus

Who we are:
UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

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