IT Help Desk Analyst

Responsibilities

• Analyze the organization’s technology systems, applications, and processes to identify opportunities for ongoing improvement and operational optimization.
• Resolve IT-related incidents and system problems efficiently to maximize availability, minimize downtime, and ensure peak user productivity.
• Collaborate with business units to define technical requirements, utilizing AI assistants to rapidly draft specifications while conducting human-led reviews to resolve logical gaps and edge cases.
• Leverage AI to accelerate data modeling, query writing, and API code generation while auditing all outputs for security and data privacy.
• Support the management and maintenance of workflows for Change, Incident, and Knowledge Management.
• Draft and maintain technical runbooks and standard operating procedures using AI tools to quickly generate documentation, followed by manual review to ensure strict compliance with internal and regulatory policies.
• Participate in strategic technology projects, system rollouts, and process improvement initiatives across the organization.
• Ask strong, analytical diagnostic questions to clarify technical issues, triage requests accurately, and provide hands-on technical support to employees.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• 4+ years of practical experience supporting IT systems, including hands-on troubleshooting of enterprise software, hardware, databases, networking, or cybersecurity functions.
• A combination of education and experience may meet qualifications.
• Working knowledge of modern IT infrastructure, database management, cloud services, and fundamental cybersecurity principles.
• Familiarity with regulatory frameworks impacting technology operations (e.g., GDPR, PCI DSS, SOX) and standard ITIL/ITSM service practices.
• Proven ability to continuously learn, adapt to emerging technologies, and safely leverage modern productivity tools, including generative AI assistants.
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts and deliver clear training to non-technical audiences.
• Exceptional attention to detail, accuracy, and organizational skills, with a track record of managing multiple competing priorities to meet deadlines.
• Strong interpersonal skills with a service-oriented mindset, working effectively with management, cross-functional teams, and remote employees.

Location

The Zions Technology Center is a 400,000-square-foot technology campus in Midvale, Utah. Located on the former Sharon Steel Mill superfund site, the sustainably built campus is the company’s primary technology and operations center. This modern and environmentally friendly technology center enables Zions to compete for the best technology talent in the state while providing team members with an exceptional work environment with features such as: Electric vehicle charging stations and close proximity to Historic Gardner Village UTA TRAX station. At least 75% of the building is powered by on-site renewable solar energy. Access to outdoor recreation, parks, trails, shareable bikes and locker rooms. Large modern cafe with a healthy and diverse menu. Healthy indoor environment with ample natural light and fresh air. LEED-certified sustainable building that features include the use of low VOC-emitting construction materials.

Benefits

• Medical, Dental and Vision Insurance - START DAY ONE!
• Life and Disability Insurance, Paid Parental Leave and Adoption Assistance
• Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts
• Paid Training, Paid Time Off (PTO) and 11 Paid Federal Holidays
• 401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience
• Mental health benefits including coaching and therapy sessions
• Tuition Reimbursement for qualifying employees
• Employee Ambassador preferred banking products