WORK SCHEDULE:     Monday-Friday, 10am to 7pm

POSITION:    Full time, non-exempt

POSITION SUMMARY:

Provide first point of contact, remote services for the computing needs of credit union employees.  Support will include, but not limited to, handling of requests and troubleshooting for issues related to Windows-based desktop software, hardware, and network connectivity.  The Help Desk Analyst will be a member of the OTS Help Desk team, reporting to the Help Desk Manager.  The Analyst will work a fixed, non-standard shift, and required to be periodically on-call.

Open Technology Solutions, LLC is a Denver-based technology credit union service organization (CUSO) which provides technical expertise and IT services for credit unions.  OTS operates a 24 x 7 high-availability data center that supports the necessary computer and network equipment to operate banking and financial applications used by its partner institutions. 

The OTS Help Desk is a 24 x 7 Tier 1 support center with primary operating hours of Monday through Saturday, 5am to 7pm.  Off-hour coverage is provided via on-call support. 

DUTIES AND RESPONSIBILITIES:

• Carries out the responsibilities of the position in accordance with OTS Information Security Polices and Procedures. 
• Works with OTS, LLC Management, Business Groups and staff, Business Partners, and Vendors.
• Monitor incident management queue for all incidents and provide timely response and follow-up
• Telephone-based troubleshooting of operating system, desktop applications, printing, network connectivity, and all computer hardware and peripheral devices.
• Installation of desktop client applications  
• Determine where knowledge management resources and tools are appropriate for timely resolution to issues and use them effectively.
• Accurately document incidents and all actions taken. 
• Respond to issues and request and resolve issues within stated SLA parameters
• Follow standard operating policies, procedures and guidelines in relation to all work performed
• Participate in the development and maintenance of Help Desk procedures and user documentation. 
• Participate in meetings and training sessions
• Participate in Help Desk project tasks
• Maintain confidentiality of all records.
• Perform other duties incidental to the work described herein

SUPERVISORY RESPONSIBILITIES

·       None

SOFT SKILLS:

• Exceptional customer service skills
• Excellent verbal and written skills
• Excellent interpersonal skills
• Excellent analytical, troubleshooting and problem solving skills
• Flexibility in minor changes to work schedules
• Time management
• Organization skills
• Attention to detail
• Ability to work in a team environment
• Self-motivated and goal oriented
• Ability to work under minimal supervision
• Exception multi-tasking abilities

QUALIFICATIONS:

• At least 2 years experience working in a technical Help Desk or desktop support environment
• Working knowledge of Microsoft XP operating system
• Working knowledge of Microsoft Internet applications and Email clients
• Experience in resolving printing and network device connectivity issues
• Working knowledge of account management in Active Directory and Exchange
• Experience with incident ticketing system
• Experience with remote access tools a plus
• Knowledge of IT business processes and procedures
• Knowledge of banking industry a plus

EDUCATION/CERTIFICATIONS:

• High school diploma
• Associate’s degree or higher in a computing related discipline a plus
• Help Desk or computer related certifications such as HDI Support Center Analyst, MCP, or A+ a plus

WORK ENVIRONMENT, TRAVEL, AND BENEFITS:

• Team-based Telephone support in general office environment with low noise levels
• Occasional travel for training or out-of-state site visits may be required
• Excellent benefit package:
  • Medical
  • Dental
  • Paid vacations
  • Paid holidays
  • Life Insurance
  • 401k participation
• Selected candidate must submit to and successfully pass background, drug, and credit checks

• We are located in Centennial, CO near Park Meadows Mall and the DTC.  Preference is given to local candidates.  Relocation assistance is NOT offered for this position.

• OTS is a Drug Free Work Environment.
• EOE