Help Desk Analyst

Role: This position is responsible for resolving problems, installing and maintaining hardware and software to ensure high levels of efficiency for end users. Position is the "Face of IT" requiring excellent interpersonal skills, positive attitude, and genuine willingness to help end users. Occasional after hours work may be asked.

Major Duties and Responsibilities

• Provide support to end users on a variety of issues via IT Help Line.
• Answers IT calls and returns voicemail IT help Line messages as the first level of support.
• Troubleshoots, documents, tracks and monitors issues to ensure SLA resolution.
• Communicates to staff any outages or issues that are service affecting.
• Engages 2nd and 3rd level support as needed.
• Provide support as needed to end users on a variety of issues via JIRA Ticketing program.
• Assigns open tickets within the SLA timeframes.
• Troubleshoots, documents, tracks and monitors issues to ensure SLA resolution.
• Engages 2nd and 3rd level support as needed.
• Provide hardware/software support of equipment used by staff.
• Setup/install personal computers, phones, printers, software, peripherals and maintains an inventory.
• Ensures software revisions and licensing requirements are met.
• Performs PC preventative maintenance to identify/troubleshoot basic hardware and software issues.
• Assists in the support and implementation of telecommunications equipment and peripherals.
• Maintain necessary inventory and track existing inventory.
• Setup/Maintain Accounts on the core banking system to provide accurate information.
• Adds/deletes users to/from various systems, services password resets, and troubleshoots email delivery/receiving problems.

Other Duties

• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
• Exhibit Blaze’s 5A culture – Ambassador, Achievement, Ambition, Ability and Attitude
• Regular and predictable attendance
• Provide technology guidance and assistance to IT staff and management as needed
• Develops documentation as needed for help desk staff, other IT staff, and end-users
• Assists with additional projects as requested
• Adheres to any and all current and/or future policies, procedures and guidelines
• Assumes all duties as assigned by management

Experience/Education/Certifications/Licenses

• High School degree or equivalent
• Computer Science related education or training preferred
• Prior personal computer support work experience preferred

Demonstrated Knowledge

• Knowledge of Blaze products, services, policies and procedures.
• Knowledge of the functions and purposes of hardware and software in a networked computer environment, e.g. basic knowledge of DNS, DHCP, OS and Windows environment, IP phones
• Verbal and written communication skills
• Well organized
• Ability to:
• Use personal computers and related software
• Use commands to organize and analyze computer disks
• Prioritize tasks and organizing work to accomplish production schedules
• Adapt to changing technology
• Maintain confidentiality
• Determine the nature of a computer malfunction (hardware vs. software), pinpoint the cause and use appropriate resources to resolve the problem
• Must be willing to work flexible hours to accommodate the changing needs of the credit union and will require occasional night and/or weekend work. Regular in-office attendance required for this position.
• Work independently with little daily oversight

Communication Skills

Ability to proactively respond to members/staff to problem solve based on guidelines; some written communications are based on templates but can be modified

Physical Requirements

Ability to sit an stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 40 lbs

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations.

The salary range for this position is: $23.81-$29.00. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.