Service Desk Analyst II

Global Credit Union

Service Desk Analyst providing technical support for a credit union in a 24x7 Operations Center. Responsible for incident management, ticket coordination, and user support.

Posted 6/4/2026full-timeAnchorage • Alaska • 🇺🇸 United StatesMid-LevelSenior💰 $63,333 - $127,639 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center
Responding to phone and self-service requests for assistance from users needing technical support
Provide exemplary customer service and professionalism in efforts to resolve incidents
Actively participate with other members of the Information Management team in Incident Management
Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure
Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem
Maintain awareness of change management schedules for potential service disruptions
Meet department-specific performance metrics while adhering to the incident handling policies and procedures

Requirements

What you’ll need

Degree in Computer Science, Business Administration, or related field
Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I
MCSA for currently supported Windows Desktop preferred
Excellent analytical and problem-solving abilities
Excellent verbal, written, and interpersonal skills
Self-motivated, organized, and detail oriented
Strong documentation skills
Understanding of ITIL and ITSM
Familiarity with DevOps/Agile process for task flow completion a plus

Benefits

Comp & perks

Short-term and long-term incentives
Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
401(k) plan with a 5% match
Employee Assistance Program (EAP)
Life and disability coverage
Voluntary cash benefits for accident, hospitalization and critical illness
Tuition Reimbursement
Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportproblem analysisincident managementtrouble ticket managementchange managementnetwork PCsITILITSMDevOpsAgile

Soft Skills

customer serviceanalytical skillsproblem-solvingverbal communicationwritten communicationinterpersonal skillsself-motivatedorganizeddetail orienteddocumentation skills

Certifications

MCSA