Service Desk Analyst

Hi,
Position: AACU Service Desk Analyst
Location: Fort Worth, Texas
Duration: Contract
Job ID: 168525

Job Overview:
The AACU Service Desk Analyst is responsible for providing Tier 1 first-level support for technology services to employees and vendors, both internal and external, through a 24/7 Service Desk. This role involves troubleshooting, diagnosing, and resolving technical issues while ensuring a positive end-user experience and maintaining the security and confidentiality of all account-related information.

Responsibilities:

• Provide initial assessment, triage, research, and resolution of incidents and requests related to application software and infrastructure components.
• Offer technical support for areas such as computer and telecom incidents, desktop hardware/software, and third-party software/hardware applications.
• Troubleshoot, diagnose, and resolve complex desktop, network, software, application, and batch scheduling problems.
• Build strong relationships with end users through effective problem understanding, timely resolution or escalation, and professional communication.
• Log all calls, monitor service levels, provide callbacks or escalations on open tickets, and ensure system uptime and completeness.
• Perform diagnostic and troubleshooting tasks for applications, hardware, network, and procedural issues as necessary.
• Respond to technical support requests via telephone, email, and in-person in a fast and friendly manner.
• Monitor and support the enterprise job scheduling system (OpCon) and all Credit Union operational batch processing.
• Ensure compliance with all applicable laws and regulations, including the Bank Secrecy Act.

Qualifications:

• Bachelor's degree in computer science, management information systems, or a related field, or at least two years of equivalent progressive experience.

Preferred Qualifications:

• Experience in a Technology Service Desk environment.
• Proficiency in desktop and server operating systems, browsers, and shared software.
• Experience with Microsoft Applications administration, including support for browsers and Microsoft Office.
• Knowledge of hardware components such as laptops, keyboards, mice, monitors, printers, and docking stations.
• Experience supporting audio-visual equipment for conference rooms and common areas.

Knowledge, Skills, and Abilities:

• Proficiency in Microsoft Office software (Word, Excel, Access, Outlook, PowerPoint).
• Knowledge of collaboration tools such as WebEx Teams.
• Understanding of TCP/IP, DNS, and DHCP.
• Familiarity with Microsoft Active Directory and Citrix.
• Ability to monitor networks using SolarWinds.
• Experience supporting Telecom/Telephone applications and infrastructure.
• Knowledge of Software Management Associates (SMA) OpCon scheduling software.
• Strong interpersonal and communication skills, both oral and written.
• Ability to work in a fast-paced environment, handle multiple tasks, and function as part of a team.
• Willingness to work flexible shifts and be on-call 24/7.
• Ability to lift and transport moderately heavy objects such as printers and computers.
• Ability to maintain satisfactory performance and attendance.
• Ability to pass applicable pre-hire compliance checks.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit ;br>
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Pay Range: $22 - $26

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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