Citadel Credit Union · 4 hours ago
Service Desk Analyst
Exton, Pennsylvania, United States
Full-time
Onsite
Entry Level
1+ years expCitadel Credit Union is seeking a Service Desk Analyst to provide first level telephone support and problem resolution for all Credit Union users of computer applications, hardware, peripherals, and networks. The role involves ensuring accurate and efficient daily operations related to the Credit Union’s products and services, as well as delivering high levels of customer service.
Financial Services
Responsibilities
Answer incoming technical support phone calls; manage Service Desk ticket queue/s
Provide technical assistance / support for desktops, laptops, servers, network connectivity, business applications, mobile devices and voice-over-IP telephone systems
Apply problem-solving skills to resolve phone, email and “walk-in” Service Desk cases; analyze and troubleshoot problems and applies understanding of software and hardware products and services to resolve reported issues
Determine severity, impact, and nature of reported issues
Perform analytical analysis to troubleshoot reported issues
Log all calls and activities accurately into the Service Desk application, including updates and status changes; abide by Incident Management outlined framework
Follow up with internal and external resources in order to resolve open cases
Document steps taken for troubleshooting and problem resolution to assist others with understanding what steps have already been taken
Create documentation for future reference as it relates to resolving the call at point of contact
Deliver high levels of customer service. Ensure Service Level Agreements are being met
Stay current on all new product releases so that client questions can be addressed appropriately
Identify trends and communicate them to management so that the core problems can be resolved quickly
Escalate issue to the next level when appropriate
Comply with Information Systems Security Policy
Provide off hours support for Citadel Federal Credit Union systems and applications
Work unsupervised to monitor and complete all batch processing, transaction processing and file; transfer activities as outlined on the procedural checklists
Complete scheduled shift activities accurately and within times prescribed
Work on call weekends and holidays to insure system accessibility
Maintain processing checklists
Maintain current and updated processing procedures schedules
Install, configure and maintain software utilized on the network
Install, configure and maintain desktop devices on the network
Support desktop devices and servers attached to the wide area network
Support the software systems utilized by Citadel Federal Credit Union
Have a thorough working knowledge job scheduling applications
Have a thorough knowledge of the Symitar/Episys software
Have a thorough understanding of Synergy cold storage and Synapsys CRM applications
Assist with system testing to support monthly and annual processes and system updates
Perform periodic System Re orgs to optimize the overall efficiency of the system
Test and deploy new workstations and printer devices utilized by the transactional systems
Qualification
Required
1-3 years of previous experience providing support to personal computers, information systems or related computer business experience required
Minimum one year experience in data processing environment
High School Diploma and MCP/MTA Certification
Associates degree or higher or equivalent work and education related experience
Working knowledge of Windows based network architectures and protocols
Preferred
Previous Symitar/Episys experience desired
Minimum two years experience in the Credit Union industry preferred
MCSA Certification preferred
Working knowledge of task scheduler, job scheduling application preferred
Ability to learn and apply new technologies effectively
Ability to diagnose technical problems quickly and develop effective solutions
Company
Citadel Credit Union
Established in 1937, Citadel is a not-for-profit, member-owned credit union serving Greater Philadelphia.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Bill Brown
President and CEO
William Brown
President and CEO
Recent News
2025-12-09
2025-10-25
Company data provided by crunchbase