IT Analyst I - Support (Service Desk)

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 expected to be hybrid. NYC Salary Range - $83,000 - $84,500 annually; compensation is commensurate to geographic location. Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors. 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. 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 Critical system outages and system upgrades may require 24/7 coverage on short notice Document incidents and resolutions of new services or operational issues into UNFCU knowledge base tools for future reference.