Employee Service Desk Analyst II - Scottsdale, United States - Early Warning Services, LLC

Description

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, PazeSM, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Overall Purpose:

Under minimal supervision, handles calls from internal employees seeking help with technical issues.

Essential Functions:

• With minimal supervision, Identifies, researches and resolves complex issues for internal users
• Provides level one and level two 2-factor token support for internal users.
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Responds to information security events related to add/change/deletes and other user privilege changes.
• Performs more complex maintenance activities to ensure optimal system performance.
• Communicates courteously and effectively with end users in problem resolution process.
• Tracks, monitors and coordinates with other IT areas to ensure timely resolution to problems.
• Provides on-call after hour support for user issues.
• Creates documentation process and procedures for use by other IT organizations.
• Assists employees, vendors or other customers by answering questions related to End User management processes, procedures and services.
• Drives to an 80% or above First Call Resolution on all customer interactions into the Service Desk
• Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
• Stays current on the latest industry technologies, trends and strategies.
• Completes work in a timely and accurate manner while providing exceptional customer service.
• The above job description is a summary of job responsibilities and is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform tasks and other duties as assigned by their supervisor.

Minimum Qualifications:

• This position requires a high school diploma or GED.
• Must have a minimum of 2 years' Service Desk or related IT work experience is required.
• Working knowledge of Apple Macs and phones
• Working knowledge of Active Directory administration, including account creation, resetting passwords and checking group membership
• Must demonstrate strong attention to detail.
• Strong analytical skills with the ability to collect, organize, analyze and disseminate information with attention to detail and accuracy.
• Proficient with Microsoft office, including skills with Word, Excel and Outlook are necessary. Ability to prepare communications and reports are necessary.
• This position requires good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs.
• Ability to build and maintain strong professional relationships is necessary.
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential.
• Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment.
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential.
• In addition, troubleshooting, organizational and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements are essential.
• Must be US Citizen or US National only.
• Background and drug screen.

Physical Requirements:

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work will require standing, walking, kneeling, bending and reaching to identify asset information on fixed hardware. Must be able to lift up to 50 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

The pay scale for this position in:

Phoenix, AZ in USD per year is: $28.85/hour - $33.66/hour ($60k - $70k annually).

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

Some of the Ways We Prioritize Your Health and Happiness

•Healthcare Coverage - Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

•401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

•Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

•12 weeks of Paid Parental Leave

•Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.