AACU Technology Service Desk Analyst

Position : Technology Service Desk Analyst

Position Type : Contract - No Benefits

Location : Dallas / Ft. Worth, TX

Job Purpose

Responsible for providing Tier 1 first level support of technology services & support to employees / vendors (internal and external) through American Airlines Credit Union's 24 / 7 Service Desk.

Principal Duties and Responsibilities

• Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure components
• Provide technical support for (but not limited to) the following areas : computer and telecom incidents, desktop (hardware / software), third-party software / hardware applications
• Troubleshoot, diagnose and resolve complex desktop, network, software application and batch scheduling problems
• Work to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude / appearance
• Log all calls and offer triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completeness
• Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary
• Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
• Monitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processing
• The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his / her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Minimum Qualifications

Preferred Qualifications

Knowledge, Skills & Abilities