Service Desk Analyst 1 (Temporary 12 months)
Beem Credit Union is redefining the credit union experience with a mission focused on financial wellness for all. The Service Desk Analyst I will support the technology infrastructure by providing technical assistance, diagnosing and resolving issues, and ensuring system stability for end-users.
Responsibilities
- Respond to IT support requests involving hardware, software, system access, and peripheral devices
- Troubleshoot and resolve technical issues ranging from basic to moderately complex, including VPNs, printers, and networked systems
- Escalate unresolved or advanced issues to senior technical teams when necessary
- Monitor system performance and implement solutions to improve stability and efficiency
- Collaborate on system upgrades and changes to minimize service disruption
- Provide clear, empathetic communication to end-users throughout the support process
- Ensure all incidents and service requests are accurately logged and tracked in the ticketing system
- Identify recurring issues and recommend preventive measures to enhance user experience
- Deliver excellent customer service and maintain a positive support environment
- Maintain and improve internal knowledge base articles and troubleshooting guides
- Document systems, procedures, and resolutions to support consistency and onboarding
- Share technical expertise with team members to foster continuous learning and improvement
- Assist in developing and delivering user training materials and sessions
- Analyze IT support workflows and recommend improvements to enhance service delivery
- Participate in root cause analysis for major incidents and contribute to continuous improvement initiatives
Skills
- Diploma or Degree in Computer Science or a related field, or equivalent experience
- 1–3 years of experience in IT support, with emphasis on Help Desk Support
- Experience troubleshooting virtual desktop environments and managing cloud-based productivity platforms
- Strong written and verbal communication skills for both technical and non-technical audiences
- Excellent customer service and interpersonal skills
- Solid understanding of computer hardware, networking environments, and endpoint management systems
- Skilled in prioritization and recognizing patterns in technical problems
- Ability to work cross-functionally and contribute to team success
- Exposure to project-based work and active participation in process improvement initiatives
- Relevant certifications preferred (e.g., Microsoft Certified: Azure Fundamentals)
Benefits
- Extended health and dental coverage
- Mental health support
- Disability coverage
- Vacation and personal days
- Free banking
- Preferred lending and mortgage rates
- Other exclusive member benefits
Company Overview