Service Desk Analyst 1 (Temporary 12 months)

Beem Credit Union is redefining the credit union experience with a mission focused on financial wellness for all. The Service Desk Analyst I will support the technology infrastructure by providing technical assistance, diagnosing and resolving issues, and ensuring system stability for end-users.

Responsibilities

• Respond to IT support requests involving hardware, software, system access, and peripheral devices
• Troubleshoot and resolve technical issues ranging from basic to moderately complex, including VPNs, printers, and networked systems
• Escalate unresolved or advanced issues to senior technical teams when necessary
• Monitor system performance and implement solutions to improve stability and efficiency
• Collaborate on system upgrades and changes to minimize service disruption
• Provide clear, empathetic communication to end-users throughout the support process
• Ensure all incidents and service requests are accurately logged and tracked in the ticketing system
• Identify recurring issues and recommend preventive measures to enhance user experience
• Deliver excellent customer service and maintain a positive support environment
• Maintain and improve internal knowledge base articles and troubleshooting guides
• Document systems, procedures, and resolutions to support consistency and onboarding
• Share technical expertise with team members to foster continuous learning and improvement
• Assist in developing and delivering user training materials and sessions
• Analyze IT support workflows and recommend improvements to enhance service delivery
• Participate in root cause analysis for major incidents and contribute to continuous improvement initiatives

Skills

• Diploma or Degree in Computer Science or a related field, or equivalent experience
• 1–3 years of experience in IT support, with emphasis on Help Desk Support
• Experience troubleshooting virtual desktop environments and managing cloud-based productivity platforms
• Strong written and verbal communication skills for both technical and non-technical audiences
• Excellent customer service and interpersonal skills
• Solid understanding of computer hardware, networking environments, and endpoint management systems
• Skilled in prioritization and recognizing patterns in technical problems
• Ability to work cross-functionally and contribute to team success
• Exposure to project-based work and active participation in process improvement initiatives
• Relevant certifications preferred (e.g., Microsoft Certified: Azure Fundamentals)

Benefits

• Extended health and dental coverage
• Mental health support
• Disability coverage
• Vacation and personal days
• Free banking
• Preferred lending and mortgage rates
• Other exclusive member benefits

Company Overview