Desktop Support Analyst II

Job Description

Job Description

Full Time, Permanent Opportunity for Desktop Support Analyst II (Must be local to Plano, TX)

Catalyst and Your Career

Catalyst is igniting change and unlocking new possibilities for credit unions and the members they serve. Whether through innovative payments, asset management or liquidity solutions, we’re passionate about transforming goals into achievements and helping credit unions grow.

To accomplish this, we actively pursue talented individuals capable of making a positive impact on member credit unions, and we do our best to retain these employees. Among the ways we do this are generous benefits, a safe work environment and promotion of a strong work-life balance. We believe in our employees’ success, and the average employee tenure of 14 years suggests that our employees feel the same way!

The Work Itself

This position assures the timely deployment and maximum availability of the desktop infrastructure by analyzing the individual desktop environments and making configuration decisions regarding operating systems, system applications, environmental variables and desktop hardware. Design, document, and implement improvements to the desktop support processes and functions. This position will participate in major and complex projects and perform problem diagnosis of the desktop environments. This position schedules and performs routine and weekend support and may be called upon to provide after-hours support. This position will also be the on-call contact as needed. 

The Desktop Support Analyst II must have a high level of analytical ability and technical knowledge. Essential functions include being responsible for direct support of a desktop environment which includes, but is not exclusive to: personal computers, virtual desktops, laptops, tablets, printers, smartphones, cloud environment, and telephones. This position will develop guidelines, manage and monitor desktop vulnerabilities, deployment systems, and desktop standardization. The candidate must be proficient at analyzing and documenting customer request requirements and problem symptoms to make recommendations and implement moves, additions, changes, and maintenance of desktop equipment as well as internal data and telecommunication wiring infrastructure. Customer service skills are critical for this position. 

In addition, the position requires that the candidate participate in the resolution of daily support request assigned in ITSM system. This position will serve as a technical resource in the use of current and future enterprise software applications. The Desktop Support Analyst II will provide support, including training and mentoring, to all members of the Help Desk team as well as end users. 

The Desktop Support Analyst II must be able to follow oral and written directions. Must be self-motivating and able to work with minimum direction and must be able to prioritize assigned workloads and effectively complete projects and priorities.

The Talent You Bring

The Essential Requirements:

• 3+ years of desktop support experience Basic computer and office skills
• VMWare experience.    
• Thorough knowledge and practical experience in updating, configuring and supporting Cisco telecommunication infrastructure
• Advanced knowledge of supporting workstations in a virtual environment
• Thorough knowledge and practical experience in updating, configuring and supporting Cisco telecommunication infrastructure
• Advance knowledge of Help Desk monitoring software (ITSM)
• Advanced Smartphone experience (iOS and Android)
• Firm understanding of implementation techniques and sustainment requirements for desktop, network, and server environments
• Demonstrated ability to perform analysis and make decisions that provide innovative and effective solutions for moderate technical problems
• Must be able to follow oral and written directions
• Must be self-motivating and able to work with minimum direction
• Must be able to prioritize assigned workloads and effectively complete projects and priorities
• Attention to detail, administration, and demonstrated organizational skills are required
• Strong verbal, written, listening, and communication skills
• Demonstrated ability to establish and maintain productive working relationships with all levels of employees
• Must be flexible and highly receptive to change

Additional skills and experience are a plus:

• 4-year degree in Information Systems or related field
• Experience with application virtualization
• VMware certification

How We'll Have Your Back

Catalyst Corporate’s compensation structure offers market-competitive base pay. However, Catalyst's full compensation package is more than just your paycheck and is meant to support and improve your personal and professional life, including:

• Time Away:  Federal Holidays, Vacation, Sick Time, and Parental Leave, as well as time off for volunteering.
• Planning for the Future: 401K retirement savings plan with matching and company contributions.
• Supporting your Health & Well-Being:  Flexible health and insurance options, including Medical, Dental, and Vision Insurance choices, Long and Short-Term Disability Insurance, Life Insurance, Supplemental Life and AD&D Insurance, as well as a Flexible Spending Account.
• Building a Family:  We were named “Best Place for Working Parents” since 2021 due to our commitment to family-friendly policies and practices.
• Work-Life Integration: Other benefits include credit union membership, a casual work environment, paid covered parking, and an onsite fitness facility with showers. In addition, we also offer access to a variety of onsite services, such as a massage therapist and personal trainer, car wash and detail service, vehicle refueling service, and food delivery service.

Who We Are

With innovative payments, asset management and liquidity solutions, Catalyst is unlocking new possibilities for credit unions across the nation, and the members they serve. We are passionate about transforming goals into achievements and helping credit unions grow. Discover why more than 1,500 credit unions are using Catalyst’s solutions today: catalystcorp.org.

Catalyst is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.