Service Desk Analyst

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. 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 credit union members the credit union members are regular, “every day,” folks seeking to buy their first home, purchase a vehicle, save for their children’s education as well as retirement. In other words, OTS Team Members support a very good purpose.

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!

Bonus & Benefits:

• This position is eligible for an annual bonus with a target payout of 10% based on company and individual performance. This bonus has been paid at 100% or more for 14 consecutive years.
• The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with 5% fully vested matching, Open Vacation, paid sick/personal leave, company-paid life insurance, company-paid short and long-term disability, student loan paydown program, tuition reimbursement, 529 Childrens’ Education Savings Program, 4 weeks paid pregnancy disability leave, 6 weeks paid bonding leave, $500 annual gym/pet insurance reimbursement program, and anniversary bonuses.

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. Project work is 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 driving distance of our Englewood, CO office.

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 tickets presented to them in the queue
• Enter detailed notes in tickets they work
• Identify when tickets can 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
• 2 years’ experience working in a phone queue providing technical support
• Working technical knowledge of PCs and windows operating systems
• Experience supporting MacBooks and macOS is a plus
• Understanding of network environments
• Application and hardware troubleshooting experience
• Experience documenting issues in a ticketing system

Key Accountabilities:

• Average Overall Customer Satisfaction Rating of 98.5%
• Submit and update knowledge base articles
• Work a rotating on call shift as scheduled
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced 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 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.
• The 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.

• Hybrid position working in our Englewood, CO office
• Rotating on call shift work

Compensation and Benefits:

• Salary range $22.00 per/hr min - $28.50 per/hr max

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. 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 credit union members the credit union members are regular, “every day,” folks seeking to buy their first home, purchase a vehicle, save for their children’s education as well as retirement. In other words, OTS Team Members support a very good purpose.

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!

Bonus & Benefits:

• This position is eligible for an annual bonus with a target payout of 10% based on company and individual performance. This bonus has been paid at 100% or more for 14 consecutive years.
• The OTS benefits package includes medical/dental/vision, flexible spending accounts, 401K plans with 5% fully vested matching, Open Vacation, paid sick/personal leave, company-paid life insurance, company-paid short and long-term disability, student loan paydown program, tuition reimbursement, 529 Childrens’ Education Savings Program, 4 weeks paid pregnancy disability leave, 6 weeks paid bonding leave, $500 annual gym/pet insurance reimbursement program, and anniversary bonuses.

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. Project work is 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 driving distance of our Englewood, CO office.

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 tickets presented to them in the queue
• Enter detailed notes in tickets they work
• Identify when tickets can 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
• 2 years’ experience working in a phone queue providing technical support
• Working technical knowledge of PCs and windows operating systems
• Experience supporting MacBooks and macOS is a plus
• Understanding of network environments
• Application and hardware troubleshooting experience
• Experience documenting issues in a ticketing system

Key Accountabilities:

• Average Overall Customer Satisfaction Rating of 98.5%
• Submit and update knowledge base articles
• Work a rotating on call shift as scheduled
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced 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 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.
• The 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.

• Hybrid position working in our Englewood, CO office
• Rotating on call shift work

Compensation and Benefits:

• Salary range $22.00 per/hr min - $28.50 per/hr max