Service Desk Analyst: IT Support & ATM/ITM Expert

Everwise Credit Union; Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

Everwise Credit Union is seeking a Service Desk Analyst to provide Tier 1 IT support, manage requests, document actions, and escalate to Tier 2 when needed. The role includes deploying devices, patch management, and helping improve service quality across ATM/ITM operations.

You will collaborate with IT teams, communicate status to users, and contribute to SOPs and knowledge resources. Relevant certifications and finance experience are a plus.

Qualifications

• 1+ years of Service Desk or IT support experience.
• Experience with digital product and services preferred.
• Associate degree or related field preferred.

Responsibilities

• Respond to Service Desk requests via phone, email, service portal, and in person per SLAs.
• Document requests, actions, and resolutions in the Service Desk system.
• Resolve Tier 1 incidents and escalate to Tier 2 as needed.
• Configure, deploy, and troubleshoot end-user devices per standards.
• Coordinate hand-offs for Tier 2+ support and ensure timely follow-up.
• Maintain clear communication with users and management on status.
• Coordinate with IT to resolve issues affecting multiple users.
• Assist monthly patch management and report non-updated devices.
• Support training and SOP development for Service Desk staff.
• Monitor metrics, generate reports, and improve operations.
• Develop and maintain the Knowledge Base for ATM/ITM ops.
• Engage in Change and Problem Management activities.
• Provide ATM/ITM break/fix support and coordinate with vendors.
• Take on additional duties as Everett guidance requires.

Skills

Customer service

Communication

Problem solving

Tier 1 support

Digital products

MS Office & iOS

Education

Associate degree

Certifications (A+/ITIL)

Finance experience preferred

Job description

Everwise Credit Union is seeking a Service Desk Analyst to provide Tier 1 IT support, manage requests, document actions, and escalate to Tier 2 when needed. The role includes deploying devices, patch management, and helping improve service quality across ATM/ITM operations.

You will collaborate with IT teams, communicate status to users, and contribute to SOPs and knowledge resources. Relevant certifications and finance experience are a plus.