Service Desk Analyst I
Murfreesboro, TN 
Posted 17 days ago
Position No Longer Available
Position No Longer Available
Job Description
Service Desk Analyst I
Category Information Technology
Job Locations US-TN-Murfreesboro
Job ID 2020-2629
Type Active - Full Time Hourly
About Us

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with approximately $2.5 billion in assets.  With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners.  Approximately 650 employees serve more than 207,000 members from 28 Middle Tennessee locations and the Corporate Headquarters. 

Ascend recognizes that its employees are critical to the credit union's sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

What We Offer

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union's commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend's vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016, 2017, 2018 and 2019) and Training Top 125 (2015, 2016, 2017, 2018 and 2019).


Ascend offers a GREAT Total Rewards Package Including:

    Competitive compensation
  • Culture that prides itself on promoting from within
  • Bonus potential
  • 100% Company paid medical premiums and long term disability (Full-time)
  • Company paid life insurance and AD&D
  • Impressive 401(k) match program
  • Voluntary programs such as dental, vision, additional group term life, accident, cancer, short term disability and critical illness coverage (Full-time)
  • Paid Time Off that accrues based on length of service
  • Tuition assistance
  • Ten paid holidays each year (Full-time)

The Service Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give remote or in-person, hands-on help at the desktop level.  This position will work closely with other members of the Ascend Information Technology team to support the overall mission of the company and its long-term strategic business initiatives.

  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Escalate incidents with accurate documentation to suitable technician, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure an incident has been adequately resolved.
  • Develop help sheets and FAQ lists for end users.
  • Contribute to technician knowledgebase as needed
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.
  • Alert management to emerging trends in incidents.
  • Deploy pre-packaged software using distribution tools and processes as requested by end users.
  • Read all internal credit union publications, including Source and Possibilities.
  • Perform other duties as required or assigned.


  • Two year degree in Information Technology/Computer Science or equivalent technical training required.  Four year degree in Information Technology / Computer Science preferred.
  • Beginner level certification such as CompTIA A+, Microsoft Technology Associate (Windows OS) or HDI-SCA.


  • Minimum one year of experience in information technology supporting enterprise Windows desktop environment.
  • Minimum one year of experience installing, troubleshooting operating systems (Win 7/10), Microsoft Office, and other software in an enterprise environment.

Knowledge, Skills and Abilities: 

  • Knowledge of basic PC hardware, use of remote tools to support remote end users.  Knowledge and experience with O365 Suite, including the Office desktop client
  • Working knowledge and experience with ITIL foundation processes.
  • Must be able to manage multiple projects/tasks concurrently; and prioritize requests and complete assignments within an estimated timeframe; and organize, schedule, and coordinate a variety of activities and projects.
  • Must have the ability to learn new software and hardware packages and adapt to changes in technology.
  • Must have the ability to establish and maintain cooperative working relationships with all those contacted during the course of work.
  • Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.  Ability to troubleshoot user issues and use all available tools to attempt to resolve all user issues.
  • Highly self-motivated and directed. Keen attention to detail with proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation with ability to present ideas in user-friendly language..
  • Experience working in a team-oriented, collaborative environment.
  • Hours may be unpredictable because of unforeseen problems arising, updates, etc.
  • Regular and reliable attendance is required.
  • Possession of a valid, unrestricted driver's license.
  • Must be able to operate or have the ability to be trained to operate related office equipment, including computer room equipment, multifunction copier, and VOIP telephone.
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Ascend Federal Credit Union is an Equal Opportunity Employer. 

Ascend Federal Credit Union is an Equal Opportunity Employer. It is the policy of Ascend Federal Credit Union to recruit, hire, train and promote persons in all job classifications without regard to race, religion, sex, disability, national origin or any other characteristic protected by federal, state or local law.


Position No Longer Available
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
1+ years
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