Service Desk Analyst III

Chantilly , Virginia
Aug 21, 2017
Aug 23, 2017
Full Time




PenFed is looking to hire a Service Desk Analyst III in our Chantilly, VA location. The primary purpose of this job is to ensure that PenFed IT customers receive exceptional service and technical support. Additionally, this position is responsible for providing first level incident response and will follow escalation procedures to assign issues/requests to the appropriate IT teams. The Sr. Service Desk Analyst will also follow established procedures for performing system access administration functions to protect PenFed data in internal and external systems used by the credit union.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

  • Act as the primary point of contact for IT customers who are requesting service or reporting problems. Provide excellent customer service while fulfilling requests and providing support. Respond to the requests in a timely manner and facilitate first contact resolution utilizing technical expertise and knowledge base information. Escalate in a timely manner when first contact resolution is not possible.
  • Comply with Incident Management, Severity 1 escalation procedures/ reporting practices and policies related to managing access ot PenFed systems and resources.
  • Troubleshoot complex end user issues on various software applications, hardware systems, systems acess issues and provide basic desktop application support. Refer more complex problems to appropriate IT department
  • Record all information associated with incidents, problems and/or requests in the Service Desk ticketing system in an accurate and timely manner
  • Maintain a high level of familiarity with PenFed systems and services in order to accurately document incidents, provide support, and escalate appropriately as needed.
  • Provide input regarding Service Desk team documentation, including access control activities
  • Protects PenFed data by adhering to established procedures while administering security access  for numerous PenFed systems utilizing access control software including:
  • Active Directory /LDAP open systems access controls
  • Mainframe access controls - RACF & VM/LDAP
  • Application level access controls
  • External 3rd party systems
  • Authentication software(Two factor authentication)
  • Privileged access management/control systems and password vaults
    • Supports internal and external personnel with security reviews
    • Provide training and  mentoring for Service Desk staff
    • Continuous skills enhancement in a dynamic technical environment is required
    • Support a culture of continuous improvement
    Education and Experience

    Equivalent combination of education and experience is considered.

    • Associates Degree in IT or a related field is preferred
    • 3 YRs IT customer service experience required
    • Strong knowledge of Windows and iOS operating systems, Microsoft Outlook and Microsoft Office Suite products
    • Strong knowledge of personal computer hardware, including laptops, desktops, monitors, keyboards, mice, printers, scanners, fax machines and iDevices
    • Working knowledge of Active Directory and Windows permissions
    • Experience with RACF administration. Experience with mainframe tools such as TSO, ISPF text editor as required for executing and analyzing mainframe access administration processes.
    • Basic knowledge of TCP/IP and Lan switches
    • A combination of education and experience which meet the requisite skill level
    Supervisory Responsibility

      This position will mentor other employees.

    Licenses and Certifications

      ITIL Foundations, V3, Comp TIA Fundamentals HDI CSR certifications are preferred.

    Work Environment

      While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.


      Limited travel to various worksites is required.
    About Us

    Founded in 1935, and still growing, we began as the War Department Federal Credit Union.  Today, PenFed is one of the country’s strongest and most stable financial institutions with over 1.5 million members and over $21 billion in assets.  We serve members in all 50 states and the District of Columbia, as well as on military bases in Guam, Puerto Rico and Okinawa. 

    Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

    We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

    Equal Employment Opportunity

    PenFed will maintain and observe personnel policies which will prohibit discrimination or harassment against a person because of race, color, creed, age, sex, gender, religion, national origin, ancestry, genetic information, military or veteran status or obligation, the presence of a physical and/or mental disability and all other statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment.  PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

    PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 703-838-1568.



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