Senior Level Help Desk Analyst Jobs

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in south east Michigan, over 450 team members, 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press thirteen years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Provides first-level technical support by responding to help desk tickets and phone requests. Resolves common hardware, software, and access issues and coordinates vendor repairs as needed.

• First-Level Technical Support: Provides support for all team members seeking technical assistance by phone or help desk ticketing system. Troubleshoots hardware, software, printer, and peripherals issues to ensure minimal disruption. Maintains accurate status updates on help desk tickets and escalates unresolved issues when necessary. Identifies and escalates trends in support requests that could indicate broader outage or system issues. Delivers a positive support experience through clear communication, timely follow-up, and documentation of issues resolution.
• Maintain User Access and Profiles: Assists team members with password resets, account unlocks, and the creation and maintenance of user profiles and credentials on the network and email systems. Follows established security procedures and escalates potential access risks in accordance with defined procedures.
• Hardware and Software Deployment Support: Supports the setup, deployment, and basic maintenance of desktops, laptops, and peripheral equipment. Assists with inventory tracking and performs routine preventative maintenance to ensure equipment remains functional, reliable, and aligned with organizational standards. Documents setup process and common issues to improve consistency, reduce resolution time, and enhance support efficiency.
• Coordinates Vendor Repairs: Works with third-party vendors to report, schedule, and track hardware repair needs. Monitors repair ticket status to ensure timely resolution and minimal downtime. Ensures clear communication and timely follow-up to minimize disruption to members or team members.

• Member Focus: Uses active listening skills to gain insight and understanding into the needs of team members in order to troubleshoot and resolve problems.
• Action Oriented: Takes on new opportunities, unfamiliar tasks, and tough challenges with a sense of urgency and enthusiasm. Prioritizes and separates work into efficient workflows and effectively deploys IT resources.
• Communicates Effectively: Communicates effectively with technical and non-technical audiences; readily adapts approach based on the situation.
• Instills Trust: Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.
• Self-Development: Learns quickly through experimentation when facing new situations and actively seeks new ways to grow using formal and informal development channels.

• Associate degree in Information Technology or relevant certification required; or
• 1 year information technology experience required.

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 30 pounds.
• Normal working hours will be MSGCU’s standard branch and administrative office hours of operation, however, occasional after-hours maintenance and flexibility to be on call before/after normal work hours, including weekends and holidays is required.