Hybrid Help Desk Analyst: Impactful IT Support

GreatAmerica Bank National Association; Cedar Rapids (IA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid work arrangements

Health Insurance

401(k) and Company Match

Paid Time Off

Education and Career Planning Benefits

Tuition Assistance

Monthly Bonuses

Job summary

GreatAmerica is seeking a Service Desk Analyst to provide frontline IT support for employees across Windows, MacOS, and Active Directory. You will diagnose incidents, resolve issues, and communicate clearly while helping maintain our knowledge base.

Responsibilities include remote/phone/email/desk-side support, after-hours on-call, and collaboration with IT teams. We value customer service and a strong team culture.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 1–2 years IT support experience preferred.
• Experience supporting Microsoft Word, Excel, Outlook and business applications.
• Ability to read, understand, and follow technical manuals and procedural documentation.

Responsibilities

• Thoroughly investigate all user incidents and requests; use troubleshooting steps and remediation efforts.
• Work with users to understand impact and urgency; communicate status and due dates.
• Communicate technical information to users in layman’s terms.
• Escalate as per ticketing system requirements and documentation standards.
• Provide on-call, after-hours support on a rotating basis.
• Record time entries for all work and maintain knowledge base.
• Educate users on basic use of endpoint hardware and productivity applications.

Skills

Windows

MacOS

Active Directory

End-user support

Microsoft Office

IT troubleshooting

Education

High school diploma

Associate Degree in Computer Information Systems or related IT discipline

Job description

GreatAmerica is seeking a Service Desk Analyst to provide frontline IT support for employees across Windows, MacOS, and Active Directory. You will diagnose incidents, resolve issues, and communicate clearly while helping maintain our knowledge base.

Responsibilities include remote/phone/email/desk-side support, after-hours on-call, and collaboration with IT teams. We value customer service and a strong team culture.