Service Desk Analyst
3.
4 Englewood, CO Englewood, CO Estimated:
$43.
8K - $55.
5K a year Estimated:
$43.
8K - $55.
5K a year 3 days ago 3 days ago 3 days ago If you are an amazing individual, then we have a role for you! About Open Technology Solutions:
Open Technology Solutions (OTS) is a Fintech services provider and is changing the world of technology services for credit unions by providing innovative technology solutions and support services at significant savings to what it would cost for a credit union to manage on their own.
We support three credit union partners, and our growth is limited only by our imagination.
The People:
Our team members are bright, hard-working and enjoy having fun.
We have mountain bikers, road bikers, skiers/boarders, climbers, runners, video game heroes, Broadway musical buffs, musicians, bowlers, and every other variety of people.
We have family people, single people, and happy people.
Someone is just waiting to be your friend! Work-Life balance is an OTS trait.
In fact, we work from home 2 days a week!
Summary:
The Service Desk Analyst role is responsible for responding to and working support tickets received from credit union partners, S3 and OTS employees.
This individual's focus is working tickets and providing the highest level of technical support to clients.
Some project work will be assigned when available.
This person will rely heavily on the internal knowledge base and senior analysts on the team.
We are looking for candidates within approximately 1 hour driving distance from our Centennial, CO or Linthicum Heights, MD offices.
Essential Duties and
Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Under general supervision, this role functions as first point of contact for credit unions, S3, and OTS employee technical issues.
Employees in this role are expected to perform a variety of in-depth troubleshooting steps including remote sessions into machines, completing system tests, password resets, hardware and software testing, and system administration tasks.
This role works a rotating on call shift.
Ticket Management Efficiently manage the large number of tickets presented to them in the queue Enter detailed notes in tickets they work Identify when tickets are able to be closed Follow up with clients in a timely manner Escalate tickets to the correct team and in a timely manner
Qualifications:
Formal Education & Certification 2-year degree in the field of computer science with 1 year work experience; or 3-5 years equivalent work experience Qualified candidate must have at least 2 years' experience working in a phone queue providing technical support Working technical knowledge of PCs and windows operating systems Understanding of network environments Hands-on software and hardware troubleshooting experience Experience documenting issues in a ticketing system Key Accountabilities:
Meet or exceed the team average for number of tickets closed per agent per month Meet or exceed the team average for closing tickets without requiring escalation Average Overall Customer Satisfaction Rating of 97.
5% Submit or update at least 2 knowledge base articles a month Work a rotating on call shift as schedule Strong customer service orientation Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Strong interpersonal, written, and oral communication skills Adept at reading, writing, and interpreting technical documentation and procedure manuals Ability to conduct research into hardware and software issues and products as required Keen attention to detail Skilled at working within a team-oriented, collaborative environment Standards of Performance:
Professional representation of Open Technology Solutions Job knowledge/timely, accurate and efficient performance Adherence to OTS's policies and procedures Promotes and ensures the highest level of service is provided to all clients Confidentiality of all records Timeliness of meeting regulatory guidelines Compliance of regulatory requirements Cost effectiveness and productivity of departmental operations Success in meeting individual, departmental, and corporate goals Supervisory
Responsibilities:
Mentor junior analysts Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms.
The employee is regularly required to sit for long stretches of time speaking on the phone.
Requires extensive typing.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
The employee may be required to lift up to twenty-five pounds.
Job has the following vision requirements:
close, distance, color, peripheral, depth perception, and ability to adjust focus.
Work Conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mostly remote position requiring at least 1 day each month working in an OTS office (Centennial, CO or Linthicum Heights, MD) Rotating on call shift work Compensation and
Benefits:
In addition, this position is eligible for an annual bonus with a target payout of 10% based on company and induvial performance.
The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with fully vested matching, open PTO, life insurance, short- and long-term disability, holiday pay, a student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.
If you are an amazing individual, then we have a role for you! About Open Technology Solutions:
Open Technology Solutions (OTS) is a Fintech services provider and is changing the world of technology services for credit unions by providing innovative technology solutions and support services at significant savings to what it would cost for a credit union to manage on their own.
We support three credit union partners, and our growth is limited only by our imagination.
The People:
Our team members are bright, hard-working and enjoy having fun.
We have mountain bikers, road bikers, skiers/boarders, climbers, runners, video game heroes, Broadway musical buffs, musicians, bowlers, and every other variety of people.
We have family people, single people, and happy people.
Someone is just waiting to be your friend! Work-Life balance is an OTS trait.
In fact, we work from home 2 days a week!
Summary:
The Service Desk Analyst role is responsible for responding to and working support tickets received from credit union partners, S3 and OTS employees.
This individual's focus is working tickets and providing the highest level of technical support to clients.
Some project work will be assigned when available.
This person will rely heavily on the internal knowledge base and senior analysts on the team.
We are looking for candidates within approximately 1 hour driving distance from our Centennial, CO or Linthicum Heights, MD offices.
Essential Duties and
Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Under general supervision, this role functions as first point of contact for credit unions, S3, and OTS employee technical issues.
Employees in this role are expected to perform a variety of in-depth troubleshooting steps including remote sessions into machines, completing system tests, password resets, hardware and software testing, and system administration tasks.
This role works a rotating on call shift.
Ticket Management Efficiently manage the large number of tickets presented to them in the queue Enter detailed notes in tickets they work Identify when tickets are able to be closed Follow up with clients in a timely manner Escalate tickets to the correct team and in a timely manner
Qualifications:
Formal Education & Certification 2-year degree in the field of computer science with 1 year work experience; or 3-5 years equivalent work experience Qualified candidate must have at least 2 years' experience working in a phone queue providing technical support Working technical knowledge of PCs and windows operating systems Understanding of network environments Hands-on software and hardware troubleshooting experience Experience documenting issues in a ticketing system Key Accountabilities:
Meet or exceed the team average for number of tickets closed per agent per month Meet or exceed the team average for closing tickets without requiring escalation Average Overall Customer Satisfaction Rating of 97.
5% Submit or update at least 2 knowledge base articles a month Work a rotating on call shift as schedule Strong customer service orientation Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Strong interpersonal, written, and oral communication skills Adept at reading, writing, and interpreting technical documentation and procedure manuals Ability to conduct research into hardware and software issues and products as required Keen attention to detail Skilled at working within a team-oriented, collaborative environment Standards of Performance:
Professional representation of Open Technology Solutions Job knowledge/timely, accurate and efficient performance Adherence to OTS's policies and procedures Promotes and ensures the highest level of service is provided to all clients Confidentiality of all records Timeliness of meeting regulatory guidelines Compliance of regulatory requirements Cost effectiveness and productivity of departmental operations Success in meeting individual, departmental, and corporate goals Supervisory
Responsibilities:
Mentor junior analysts Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms.
The employee is regularly required to sit for long stretches of time speaking on the phone.
Requires extensive typing.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
The employee may be required to lift up to twenty-five pounds.
Job has the following vision requirements:
close, distance, color, peripheral, depth perception, and ability to adjust focus.
Work Conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mostly remote position requiring at least 1 day each month working in an OTS office (Centennial, CO or Linthicum Heights, MD) Rotating on call shift work Compensation and
Benefits:
In addition, this position is eligible for an annual bonus with a target payout of 10% based on company and induvial performance.
The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with fully vested matching, open PTO, life insurance, short- and long-term disability, holiday pay, a student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
4 Englewood, CO Englewood, CO Estimated:
$43.
8K - $55.
5K a year Estimated:
$43.
8K - $55.
5K a year 3 days ago 3 days ago 3 days ago If you are an amazing individual, then we have a role for you! About Open Technology Solutions:
Open Technology Solutions (OTS) is a Fintech services provider and is changing the world of technology services for credit unions by providing innovative technology solutions and support services at significant savings to what it would cost for a credit union to manage on their own.
We support three credit union partners, and our growth is limited only by our imagination.
The People:
Our team members are bright, hard-working and enjoy having fun.
We have mountain bikers, road bikers, skiers/boarders, climbers, runners, video game heroes, Broadway musical buffs, musicians, bowlers, and every other variety of people.
We have family people, single people, and happy people.
Someone is just waiting to be your friend! Work-Life balance is an OTS trait.
In fact, we work from home 2 days a week!
Summary:
The Service Desk Analyst role is responsible for responding to and working support tickets received from credit union partners, S3 and OTS employees.
This individual's focus is working tickets and providing the highest level of technical support to clients.
Some project work will be assigned when available.
This person will rely heavily on the internal knowledge base and senior analysts on the team.
We are looking for candidates within approximately 1 hour driving distance from our Centennial, CO or Linthicum Heights, MD offices.
Essential Duties and
Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Under general supervision, this role functions as first point of contact for credit unions, S3, and OTS employee technical issues.
Employees in this role are expected to perform a variety of in-depth troubleshooting steps including remote sessions into machines, completing system tests, password resets, hardware and software testing, and system administration tasks.
This role works a rotating on call shift.
Ticket Management Efficiently manage the large number of tickets presented to them in the queue Enter detailed notes in tickets they work Identify when tickets are able to be closed Follow up with clients in a timely manner Escalate tickets to the correct team and in a timely manner
Qualifications:
Formal Education & Certification 2-year degree in the field of computer science with 1 year work experience; or 3-5 years equivalent work experience Qualified candidate must have at least 2 years' experience working in a phone queue providing technical support Working technical knowledge of PCs and windows operating systems Understanding of network environments Hands-on software and hardware troubleshooting experience Experience documenting issues in a ticketing system Key Accountabilities:
Meet or exceed the team average for number of tickets closed per agent per month Meet or exceed the team average for closing tickets without requiring escalation Average Overall Customer Satisfaction Rating of 97.
5% Submit or update at least 2 knowledge base articles a month Work a rotating on call shift as schedule Strong customer service orientation Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Strong interpersonal, written, and oral communication skills Adept at reading, writing, and interpreting technical documentation and procedure manuals Ability to conduct research into hardware and software issues and products as required Keen attention to detail Skilled at working within a team-oriented, collaborative environment Standards of Performance:
Professional representation of Open Technology Solutions Job knowledge/timely, accurate and efficient performance Adherence to OTS's policies and procedures Promotes and ensures the highest level of service is provided to all clients Confidentiality of all records Timeliness of meeting regulatory guidelines Compliance of regulatory requirements Cost effectiveness and productivity of departmental operations Success in meeting individual, departmental, and corporate goals Supervisory
Responsibilities:
Mentor junior analysts Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms.
The employee is regularly required to sit for long stretches of time speaking on the phone.
Requires extensive typing.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
The employee may be required to lift up to twenty-five pounds.
Job has the following vision requirements:
close, distance, color, peripheral, depth perception, and ability to adjust focus.
Work Conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mostly remote position requiring at least 1 day each month working in an OTS office (Centennial, CO or Linthicum Heights, MD) Rotating on call shift work Compensation and
Benefits:
In addition, this position is eligible for an annual bonus with a target payout of 10% based on company and induvial performance.
The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with fully vested matching, open PTO, life insurance, short- and long-term disability, holiday pay, a student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.
If you are an amazing individual, then we have a role for you! About Open Technology Solutions:
Open Technology Solutions (OTS) is a Fintech services provider and is changing the world of technology services for credit unions by providing innovative technology solutions and support services at significant savings to what it would cost for a credit union to manage on their own.
We support three credit union partners, and our growth is limited only by our imagination.
The People:
Our team members are bright, hard-working and enjoy having fun.
We have mountain bikers, road bikers, skiers/boarders, climbers, runners, video game heroes, Broadway musical buffs, musicians, bowlers, and every other variety of people.
We have family people, single people, and happy people.
Someone is just waiting to be your friend! Work-Life balance is an OTS trait.
In fact, we work from home 2 days a week!
Summary:
The Service Desk Analyst role is responsible for responding to and working support tickets received from credit union partners, S3 and OTS employees.
This individual's focus is working tickets and providing the highest level of technical support to clients.
Some project work will be assigned when available.
This person will rely heavily on the internal knowledge base and senior analysts on the team.
We are looking for candidates within approximately 1 hour driving distance from our Centennial, CO or Linthicum Heights, MD offices.
Essential Duties and
Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Under general supervision, this role functions as first point of contact for credit unions, S3, and OTS employee technical issues.
Employees in this role are expected to perform a variety of in-depth troubleshooting steps including remote sessions into machines, completing system tests, password resets, hardware and software testing, and system administration tasks.
This role works a rotating on call shift.
Ticket Management Efficiently manage the large number of tickets presented to them in the queue Enter detailed notes in tickets they work Identify when tickets are able to be closed Follow up with clients in a timely manner Escalate tickets to the correct team and in a timely manner
Qualifications:
Formal Education & Certification 2-year degree in the field of computer science with 1 year work experience; or 3-5 years equivalent work experience Qualified candidate must have at least 2 years' experience working in a phone queue providing technical support Working technical knowledge of PCs and windows operating systems Understanding of network environments Hands-on software and hardware troubleshooting experience Experience documenting issues in a ticketing system Key Accountabilities:
Meet or exceed the team average for number of tickets closed per agent per month Meet or exceed the team average for closing tickets without requiring escalation Average Overall Customer Satisfaction Rating of 97.
5% Submit or update at least 2 knowledge base articles a month Work a rotating on call shift as schedule Strong customer service orientation Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Strong interpersonal, written, and oral communication skills Adept at reading, writing, and interpreting technical documentation and procedure manuals Ability to conduct research into hardware and software issues and products as required Keen attention to detail Skilled at working within a team-oriented, collaborative environment Standards of Performance:
Professional representation of Open Technology Solutions Job knowledge/timely, accurate and efficient performance Adherence to OTS's policies and procedures Promotes and ensures the highest level of service is provided to all clients Confidentiality of all records Timeliness of meeting regulatory guidelines Compliance of regulatory requirements Cost effectiveness and productivity of departmental operations Success in meeting individual, departmental, and corporate goals Supervisory
Responsibilities:
Mentor junior analysts Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms.
The employee is regularly required to sit for long stretches of time speaking on the phone.
Requires extensive typing.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
The employee may be required to lift up to twenty-five pounds.
Job has the following vision requirements:
close, distance, color, peripheral, depth perception, and ability to adjust focus.
Work Conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mostly remote position requiring at least 1 day each month working in an OTS office (Centennial, CO or Linthicum Heights, MD) Rotating on call shift work Compensation and
Benefits:
In addition, this position is eligible for an annual bonus with a target payout of 10% based on company and induvial performance.
The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with fully vested matching, open PTO, life insurance, short- and long-term disability, holiday pay, a student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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