Michigan State University Federal Credit Union Hiring For Lead Service Desk Analyst at East Lansing, MI  Full Time

Work Location:

This position is a hybrid role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely. A schedule of expected onsite and remote work days will be discussed during the interview process.

Compensation & Benefits

• Hourly Rate: $32/hr-$39/hr+ depending on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with an immediate 2:1 Match
• Tuition Reimbursement
• 12 Weeks of Paid Parental Leave

Essential Duties and Responsibilities:

Lead Service Desk Analyst:

• Work on projects that will provide solutions to Problem Tickets, root cause for Incident Response events, bugs, stability/reliability, automation, or support strategic initiatives of the Credit Union.
• Have working knowledge of required duties and responsibilities of all Service Desk roles; act as a role model in this capacity and fill roles as department volume requires.
• Actively participate and give end user or business perspective to projects based on experiences from supporting solutions in an effort to provide a complete solution to the business with little need for calls for assistance.
• Receive first escalation of complex situations or are sensitive in nature and communicate effectively with others to find creative solutions needed to best fit the employee’s needs, while educating Technical Support Analysts on the recommended solutions.
• Mentor Service Desk team members and oversee training for new hires or new skills on the team.
• Review and report on quality assurance surveys. Follow up with ticket reporters to ensure satisfactory resolution of their requests and reported issues.
• Prepare and maintain a variety of weekly, monthly, and annual reports; gathering and compiling necessary data. Determine if data is available, obtainable, and represented correctly. This requires communicating about data needs and analyzing data for accuracy.
• Lead, coordinate, and/or assist various Service Desk projects; planning, determining coordination efforts, scheduling, task execution, determine appropriate timing, provide timely project updates, coordination with management, communication, and answering questions for others who have been assigned to assist with the project.
• Monitor and review Executive & VIP tickets; coordinate timely resolution of tickets while being aware of Executive availability. (White Glove Service Program)
• Oversight of Service Desk checklists and procedure documentation.
• Review Transition to Support requests for Service Desk tasks in collaboration with management.
• Communicate with management when observing employee behavior that negatively impacts or positively supports the Credit Union’s core values.
• Act as the in-charge person in the absence of management, as needed.
• Access software updates, on-line help, knowledge bases, and frequently asked questions (including those on the Internet) to aid in incident resolution.
• Proactively suggest new techniques, technologies, or modifications to Service Desk or business processes to improve system processes, systems reliability, and reduce user problems.
• Create problem tickets for recurring or widespread issues. Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, communication and follow-up.
• Review and update documentation including workflows, procedures, and troubleshooting.
• Review documented resolutions and assist in analyzing trends to prevent or resolve future problems.
• Collaboratively work with other technical teams and with business units; work with third-party vendors to support existing systems that interface with the credit union’s systems.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Participate in alpha and beta testing of solutions, patching, and system upgrades.
• Participate in training activities within department or branch and with the learning and talent development department, such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws.
• Adhere to credit union and Information Technology department security policies and procedures.
• Provides on-call support on a rotating schedule or as needed for emergency situations, including outside of normal business hours.
• Perform other duties and assist other employees, as assigned.

Knowledge, Skills, and Abilities Required:

Lead Service Desk Analyst

• All knowledge, skills, and abilities required of a Senior Technical Support Analyst.
• High school diploma required. An associate’s or bachelor’s degree or working toward one, with a business, finance, technology, or communications major is preferred
• ITIL Foundations certification preferred.
• Working knowledge MSUFCU Service Desk roles, MSUFCU Service Levels, and MSUFCU Prioritization Matrix.
• Familiarity with Credit Union operations, needs, and challenges. Experience working in a Credit Union technology department preferred.
• Ability to handle and resolve conflict.
• Experienced troubleshooter using root cause analysis methods.
• Requires ability to analyze complex problems and provide recommendations for resolution.
• Must be able to prioritize work without direction from supervisor and required to operate with great latitude for independent judgement and initiative.
• Approachable demeanor and ability to show leadership and collaborate effectively with coworkers. Exhibit a positive attitude and commitment to excellence. Exhibit superior customer service.
• Eager to grow, learn, and gain new skills. Aptitude to learn new technologies quickly.
• Adapt and lead peers through changes in the work environment, manage competing demands, and handle frequent change, delays or unexpected events with poise.
• Strong written, verbal, and interpersonal communication skills along with the ability to present information effectively to management, IT professionals, and membership.
• Proficient in using JIRA; keen understanding of IT standards within JIRA, gather insight through creation and monitoring of dashboards, and the ability to pull accurate data for reporting.
• Demonstrate growing knowledge of critical applications and technologies utilized by the Credit Union.
• Must be a team player as it is necessary to work with various departments to determine answers to questions and complete projects in a team-oriented environment.
• Experience working with Executive Leadership; understanding their unique schedules and technology needs in order to anticipate how the Service Desk can provide superior service.
• Proficient in handling ticket escalations; extracting facts from emotions, diffusing situations, and heighten awareness of issues as necessary.
• Exhibit strong leadership skills including empathy, excellent communication skills, and collaboration.
• This position requires the ability to work varied hours between 7:00 a.m. and 5:30 p.m., Monday-Friday, and 9:00 a.m. to 1:00 p.m. on at least one Saturday per month.
• Expertise with installation, configuration, and troubleshooting of desktops, laptops, printers, scanners, iPads, VOIP, and smartphones.
• Growing knowledge of credit union and financial industry products including rules, regulations, policies and procedures.
• Understanding of principles, methods, and techniques used in all phases of installation, administration, and maintenance of IT and business systems.
• Keen understanding of security risks and evangelize the importance of following security procedures

Physical Demands and Work Environment:

• May be required to remain in a stationary position for an extended period of time.
• Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage. Reasonable accommodations may be made to ensure individuals with disabilities can perform the essential functions.
• Frequently needs to move about inside or outside of an office area
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
• Frequently moves equipment or materials weighing up to 50 pounds for transport between areas of buildings.
• This position is able to work in hybrid or onsite working arrangements