Senior Service Desk Systems Analyst

eastmancreditunion; Kingsport (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Eastman Credit Union in Kingsport, TN is seeking a Systems Analyst - Service Desk to provide second level technical support for ECU staff. The role analyzes, assesses, and resolves issues and escalates as needed, while identifying risks within the IT department.

The position emphasizes testing IT systems, implementing updates, creating training materials, documenting processes, and collaborating with IT Operations to ensure service continuity and performance.

Qualifications

• 5+ years in information technology or customer service roles.
• Associate degree or higher in IT or related field; Bachelor's preferred.
• Experience with Microsoft products and services is preferred.

Responsibilities

• Test and analyze IT system performance.
• Prioritize and resolve IT concerns and escalate when needed.
• Install updates and perform maintenance to prevent interruptions.
• Create training manuals and end-user FAQs.
• Document incidents in ECU's ticketing system.
• Collaborate with departments to meet IT needs.
• Monitor system availability and performance.
• Assist with desktop infrastructure and device moves.
• Support mobile device deployments and products.
• Keep up-to-date with IT advances.

Skills

IT support

Customer service

Problem solving

Communication

Banking apps

Teamwork

Documentation

Analytical thinking

Education

Associate degree in Computer Science/IT or related field

Bachelor's degree preferred

Tools

Microsoft 365

Windows OS

Job description

Eastman Credit Union in Kingsport, TN is seeking a Systems Analyst - Service Desk to provide second level technical support for ECU staff. The role analyzes, assesses, and resolves issues and escalates as needed, while identifying risks within the IT department.

The position emphasizes testing IT systems, implementing updates, creating training materials, documenting processes, and collaborating with IT Operations to ensure service continuity and performance.