Desktop Support Analyst II

Catalyst is igniting change and unlocking new possibilities for credit unions and the members they serve. Whether through innovative payments, asset management or liquidity solutions, we’re passionate about transforming goals into achievements and helping credit unions grow.

About the role

This position assures the timely deployment and maximum availability of the desktop infrastructure by analyzing the individual desktop environments and making configuration decisions regarding operating systems, system applications, environmental variables and desktop hardware. Design, document, and implement improvements to the desktop support processes and functions. This position will participate in major and complex projects and perform problem diagnosis of the desktop environments. This position schedules and performs routine and weekend support and may be called upon to provide after-hours support. This position will also be the on-call contact as needed.

The Desktop Support Analyst II must have a high level of analytical ability and technical knowledge. Customer service skills are critical for this position.

Responsibilities

• Direct support of a desktop environment which includes, but is not exclusive to: personal computers, virtual desktops, laptops, tablets, printers, smartphones, cloud environment, and telephones.
• Develop guidelines, manage and monitor desktop vulnerabilities, deployment systems, and desktop standardization.
• Analyze and document customer request requirements and problem symptoms to make recommendations and implement moves, additions, changes, and maintenance of desktop equipment as well as internal data and telecommunication wiring infrastructure.
• Participate in the resolution of daily support requests assigned in ITSM system.
• Serve as a technical resource in the use of current and future enterprise software applications.
• Provide support, including training and mentoring, to all members of the Help Desk team as well as end users.
• Follow oral and written directions, work with minimum direction, prioritize assigned workloads, and effectively complete projects and priorities.

Requirements

• 4+ years of desktop support experience
• Basic computer and office skills
• VMWare experience
• Thorough knowledge and practical experience in updating, configuring, and troubleshooting PC/MAC operating systems (primarily Windows 11 and iOS)
• Advanced knowledge of supporting workstations in a virtual environment
• Thorough knowledge and practical experience in updating, configuring and supporting Cisco telecommunication infrastructure
• Advanced knowledge of Help Desk monitoring software (ITSM)
• Advanced Smartphone experience (iOS and Android)
• Firm understanding of implementation techniques and sustainment requirements for desktop, network, and server environments
• Demonstrated ability to perform analysis and make decisions that provide innovative and effective solutions for moderate technical problems
• Self-motivating and able to work with minimum direction
• Ability to prioritize assigned workloads and effectively complete projects and priorities
• Attention to detail, administration, and demonstrated organizational skills
• Strong verbal, written, listening, and communication skills
• Demonstrated ability to establish and maintain productive working relationships with all levels of employees
• Flexible and highly receptive to change

Qualifications

• 4-year degree in Information Systems or related field (a plus)
• Experience with application virtualization
• VMware certification (a plus)

Benefits

• Federal Holidays, Vacation, Sick Time, and Parental Leave, as well as time off for volunteering
• 401K retirement savings plan with matching and company contributions
• Flexible health and insurance options, including Medical, Dental, and Vision Insurance choices
• Long and Short-Term Disability Insurance, Life Insurance, Supplemental Life and AD&D Insurance
• Flexible Spending Account
• Credit union membership
• Casual work environment
• Paid covered parking
• Onsite fitness facility with showers
• Access to a variety of onsite services, such as a massage therapist and personal trainer, car wash and detail service, vehicle refueling service, and food delivery service

Catalyst was named “Best Place for Working Parents” since 2021 due to our commitment to family-friendly policies and practices.

About Catalyst

With innovative payments, asset management and liquidity solutions, Catalyst is unlocking new possibilities for credit unions across the nation, and the members they serve. We are passionate about transforming goals into achievements and helping credit unions grow. Discover why more than 1,500 credit unions are using Catalyst’s solutions today: catalystcorp.org.