Job Description
Beem Credit Union is redefining the credit union experience with a mission focused on financial wellness for all. The Service Desk Analyst I will support the technology infrastructure by providing technical assistance, diagnosing and resolving issues, and ensuring system stability for end-users. Responsibilities Respond to IT support requests involving hardware, software, system access, and peripheral devices Troubleshoot and resolve technical issues ranging from basic to moderately complex, including VPNs, printers, and networked systems Escalate unresolved or advanced issues to senior technical teams when necessary Monitor system performance and implement solutions to improve stability and efficiency Collaborate on system upgrades and changes to minimize service disruption Provide clear, empathetic communication to end-users throughout the support process Ensure all incidents and service requests are accurately logged and tracked in the ticketing system Identify recurring issues and recommend preventive measures to enhance user experience Deliver excellent customer service and maintain a positive support environment Maintain and improve internal knowledge base articles and troubleshooting guides Document systems, procedures, and resolutions to support consistency and onboarding Share technical expertise with team members to foster continuous learning and improvement Assist in developing and delivering user training materials and sessions Analyze IT support workflows and recommend improvements to enhance service delivery Participate in root cause analysis for major incidents and contribute to continuous improvement initiatives Skills Diploma or Degree in Computer Science or a related field, or equivalent experience 1–3 years of experience in IT support, with emphasis on Help Desk Support Experience troubleshooting virtual desktop environments and managing cloud-based productivity platforms Strong written and verbal communication skills for both technical and non-technical audiences Excellent customer service and interpersonal skills Solid understanding of computer hardware, networking environments, and endpoint management systems Skilled in prioritization and recognizing patterns in technical problems Ability to work cross-functionally and contribute to team success Exposure to project-based work and active participation in process improvement initiatives Relevant certifications preferred (e.g., Microsoft Certified: Azure Fundamentals) Benefits Extended health and dental coverage Mental health support Disability coverage Vacation and personal days Free banking Preferred lending and mortgage rates Other exclusive member benefits Company Overview Beem Credit Union is a community credit union that offers banking, investment, and insurance solutions. It was founded in 2024, and is headquartered in Kelowna, British Columbia, CAN, with a workforce of 1001-5000 employees. Its website is