Service Desk Analyst

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 a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth. We have also recently become a bank! We Are Looking to Add a Key Member to Our Technology Group! Service Desk Analysts are critical to the mission and success of GreatAmerica. This Help Desk role provides front-line IT support for GreatAmerica employees. The focus of our work is resolving user related incidents and service requests, across more than 250 discrete technologies. These include endpoint hardware, virtual desktops, peripherals, productivity applications, line-of-business applications, phone system, audio / video systems, mobile devices, and any other technology used by GreatAmerica employees. Though the job is technical in nature, we place a high value on delivering the GreatAmerica Experience.

As a Service Desk Analyst, you will: Thoroughly investigate all user related incidents and requests by employing a combination of active listening, responsive inquiry, troubleshooting steps, technical analysis, research, and remediation efforts Work closely with users to understand the impact and urgency of each incident; along with due date and time for service requests Communicate technical information to users in laymen’s terms Adhere to the established parameters for ticket documentation and escalation Interact with, and support, users through a combination of remote-control tools, phone calls, email, service management platform, and desk-side support Resolve incidents with known solutions, as documented in the knowledge base Regularly communicate with users about the status of their incidents Fulfill service requests as documented in the knowledge base. Educate users on the basic use of endpoint hardware and productivity applications. Record time entries associated with all work Provide on-call, afterhours support to GreatAmerica user community, on a rotating basis. Perform dispatch duties for the Help Desk team, on a rotating basis Maintain the cleanliness and organization of the IT work / storage areas Effectively communicate with teammates to ensure the Help Desk has adequate coverage to support the GreatAmerica user community Continually invest in your own technical education in order to keep relevant skills and knowledge current Other duties as assigned Above all else, strive to deliver the GreatAmerica Experience with every interaction

Perform the following duties, on behalf of the Infrastructure team:

• Install, upgrade, and repair endpoint equipment and productivity applications.
• Including equipment used in both daily operations and business continuity capabilities
• Execute physical / desk moves of endpoint equipment
• Dispose of surplus hardware securely

Perform the following duties, on behalf of the Information Security team:

• Investigate legitimacy of suspicious emails, including attachments and links
• Investigate legitimacy of suspicious websites.
• Respond to, and appropriately treat, potential malware threats on endpoints

Perform the following duties, on behalf of the Applications team:

• Install, upgrade, and repair line-of-business applications on endpoints

Perform the following duties, on behalf of the Tech Operations team:

• Investigate alerts submitted to the ticketing system, determine if action is required, and assign the work to the appropriate IT work group

To be successful in this role you will need:

• Working technical knowledge of Microsoft Windows, Mac OS, and Active Directory
• Hands-on experience troubleshooting endpoint hardware
• Experience supporting productivity applications such as Microsoft Word, Excel, and Outlook
• Experience supporting line-of-business applications
• Ability to operate tools needed to repair and upgrade endpoint hardware and peripherals
• Ability to read, understand, and accurately follow technical manuals and procedural documentation

Education High school diploma, or equivalent, is required Associate Degree in Computer Information Systems or related IT discipline is preferred Experience 1 – 2 years relevant IT experience preferred

GreatAmerica Help Desk Hours of Operation

Standard Hours: 7:00 am – 5:00 pm Last business day of the month: 7:00 am – 7:00 pm Collectively, the Help Desk staff is accountable to provide coverage during these windows each business day

Sharing rewards is an integral part of our culture. We believe in the value of hard work and reward our employees beyond the paycheck.

Our total rewards package is based on eligibility and includes:

• Financial Benefits Competitive Compensation
• Monthly Bonuses for Eligible Employees
• 401(k) and Company Match
• Annual Profit Sharing
• Paid Time Off
• Health, Wellbeing, and Family Planning Benefits
• Paid Vacation
• Paid Sick Days
• Paid Holidays
• Gym Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short-Term and Long-Term Disability
• Company Paid Life Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Employee Assistance Program
• Parental Leave
• Education and Career Planning Benefits
• Tuition Assistance
• Networking Opportunities
• Leadership Development Opportunities
• Perks
• Paid Parking
• Service Awards
• Hybrid work arrangements
• Business casual environment
• A strong organizational culture focused on our greatest asset: you!

We value diverse backgrounds and adding new perspectives.

Please note, applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.

GreatAmerica is the largest independent, family-owned national commercial equipment finance companies in the U.S. and is dedicated to helping manufactures, vendors, and dealers be more successful and keep their customers for a lifetime. With a focus on the small ticket vendor and OEM finance channel we have partnered with some of the largest and industry leading companies in the Office Equipment, Communications, IT, Automotive, Construction, Healthcare, and Franchise market sectors. In addition to financing, GreatAmerica offers innovative non-financial services to help our customers grow. We have also recently become a bank! At GreatAmerica we enjoy the benefits of being independent and family-owned, fostering quick decision making, customer response and innovation. Established in 1992 our team has grown to over 750 employees and a portfolio of over $3+ Billion. Our exemplary customer service, principle-centered business philosophy and team-based operating approach are key to our success and growth. With a strong balance sheet and consistent financial performance through all economic cycles, GreatAmerica has experienced amazing results and unparalleled growth. When you are part of the GreatAmerica team, you will grow professionally and work with some of the most talented finance professionals in the industry. There is no doubt in our minds we are building the greatest company of its kind, offering the finest products and services available anywhere. When you are part of the GreatAmerica team, you are part of the future, part of an opportunity to grow professionally and to reach your potential while enjoying your work.