Hybrid IT Help Desk Specialist — User-First Support

GreatAmerica Financial Services Corporation; Cedar Rapids (IA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid work arrangements

Paid Parking

Service Awards

Business casual environment

Job summary

GreatAmerica is seeking a Service Desk Analyst to provide front-line IT support for employees across 250+ technologies. You will resolve incidents, manage service requests, and educate users on endpoint hardware and productivity apps.

The role includes on-call support, ticket documentation, and collaboration with Infrastructure, Security, and Applications teams to maintain smooth operations.

Qualifications

• High school diploma or equivalent is required.
• Associate degree in IT / CIS or related IT discipline is preferred.
• Experience: 1–2 years relevant IT experience preferred.

Responsibilities

• Investigate user incidents and requests using listening, troubleshooting, and remediation.
• Understand incident impact and urgency with users.
• Explain technical info in lay terms to users.
• Document tickets and escalate as needed per policy.
• Support users via remote, phone, email, and desk-side.
• Resolve incidents with knowledge base solutions.
• Regularly update users on incident status.
• Fulfill service requests per knowledge base.
• Educate users on basic endpoint usage and productivity apps.
• Record time entries for all work.
• Provide on-call after-hours support on a rotating basis.
• Dispatch duties for Help Desk on a rotating basis.
• Keep IT work/storage areas organized.
• Communicate with teammates to ensure coverage.
• Invest in ongoing technical education.
• Other duties as assigned; deliver GreatAmerica Experience.

Skills

Windows

Mac OS

Active Directory

Endpoint hardware troubleshooting

Office apps (Word/Excel/Outlook)

Line-of-business apps

Technical manuals & docs

Remote-support tools

Service management platform

Ticketing system

Education

High school diploma or equivalent

Associate degree in IT / CIS or related

1–2 years IT experience preferred

Tools

Remote-control tools

Service management platform

Ticketing system

Endpoint management software

Job description

GreatAmerica is seeking a Service Desk Analyst to provide front-line IT support for employees across 250+ technologies. You will resolve incidents, manage service requests, and educate users on endpoint hardware and productivity apps.

The role includes on-call support, ticket documentation, and collaboration with Infrastructure, Security, and Applications teams to maintain smooth operations.