ET Service Desk Specialist II

Independently performs tasks necessary for the ongoing support of the credit unions internal/external users. Provides direction and guidance to Service Desk Specialist I in performing their daily tasks.

Provides enthusiastic, professional, and courteous service to SSFCU members, non-members, and employees. Perform tasks necessary for the ongoing support of technology to the credit unions internal/external users. Expertly perform all essential functions of a Service Desk Specialist I.

Reviews the Service Desk ticket queue to ensure timely resolution of system questions/failures. Responds to escalated problems. Identifies and analyzes issues to provide effective solutions.

Coordinates with Enterprise Technologies and Operational Training to improve processes, procedures, and/or systems. Documents new or updated triage information, processes, and procedures in internal Knowledge Base. Ability to utilize and understand various monitoring tools.

Proactively assists to identify and rectify problems to increase efficiency of communications network. Ability to collaborate with all IT support teams. On call availability to respond to network alerts, and production outages, and VIP requests.

Responsible for initial triage of production issue, contact of necessary parties, opening and monitoring of the Conference Bridge and final communication summary. May lead projects assigned from start to finish, instructing other team members, and monitoring project progress. Develops and oversees work plans and playbooks associated with projects to ensure tasks are on time.

Provides timely status and feedback to Service Desk management, team leader, and project sponsors as required through clear and concise communication. Completes any other job-related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization's Values.Bachelor degree in Information Technology, Computer Science, or equivalent education and/or experience. Minimum of five (5) years of Network Services or comparable combined experience in front line operations and Information Technology.

Minimum of five (5) years of experience and/or training in IT related projects. Working knowledge of Microsoft Windows, Apple macOS, Microsoft O365, Active Directory, and ITIL. Knowledge of Incident Management and Change Management software and process.

Intermediate knowledge of LAN/WAN network system environment. Basic knowledge of financial products and services. Thorough knowledge of mainstream computing operating systems, software, and related components/tools.

Excellent project organization, analytical skills, written and verbal communication skills. Able to function in a high volume environment and within time constraints while maintaining accuracy and attention to detail. High level of professionalism and confidentiality of sensitive information.

On call, remote access availability. Provide data center operations support in a seven day a week, twenty-four hour a day on call support.A ITIL Foundations Certification. Able to read, understand and interpret complex technical documents and periodicals.

Take responsibility and perform work utilizing independent judgment and initiative. Understanding of financial products and services.Security Service Federal Credit Union is an industry leader who has built a reputation of innovation, strength, and stability. We pride ourselves on discovering and developing employees who have exceptional character and a genuine passion for helping others.

In return, we deliver a comprehensive total rewards package that supports the financial, physical, and emotional wellbeing of our employees.All employees should demonstrate our SSFCU core values -- Caring, Innovative, Honest, Fair and Dedicated -- while providing enthusiastic, professional, and courteous service to SSFCU members and employees.SSFCU offers a comprehensive total rewards package. Benefit options include medical, dental and vision insurance; health savings and flexible spending accounts; company paid employee life insurance; supplemental life insurance plans; supplemental insurance plans for hospital and critical accident; short term disability; company paid long term disability; paid sick and safe leave, paid vacation, 401K match with immediate vesting, tuition reimbursement, employee tenure and award programs, access to an on-site fitness center or gym membership reimbursement program. Employees can participate in our award-winning Total Wellbeing program focusing on physical, financial and emotional wellbeing. We invest in our communities through our Volunteer Corps and in you, through ongoing growth and development opportunities.We are an EEO Employer that provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.