Service Desk Analyst

GreatAmerica Financial Services; Cedar Rapids (IA); Hybrid; USD 40,000 - 56,000; Full time

Benefits offered by this job

Hybrid work arrangements

Gym reimbursement

Health insurance

401(k) with company match

Career development opportunities

Job summary

GreatAmerica Financial Services in Cedar Rapids, IA, seeks a Service Desk Analyst to provide front-line IT support for over 250 technologies. You will investigate incidents, communicate with users in layman's terms, and document tickets while following knowledge base procedures.

The role covers endpoint hardware, productivity apps, line-of-business software, email, and remote assistance. You will also participate in after-hours on-call rotation, perform hardware moves, and help maintain a clean,

Qualifications

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

Responsibilities

• Investigate user incidents and requests, document details, and escalate where needed.
• Communicate technical information in layman's terms to non-technical users.
• Provide on-call, after-hours support on a rotating basis and perform dispatch duties.

Skills

Windows

MacOS

Active Directory

Endpoint hardware

Microsoft 365

Education

High school diploma

Associate degree preferred

Tools

Remote support tools

Ticketing system

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 effortsWork closely with users to understand the impact and urgency of each incident; along with due date and time for service requestsCommunicate technical information to users in laymen’s termsAdhere to the established parameters for ticket documentation and escalationInteract with, and support, users through a combination of remote-control tools, phone calls, email, service management platform, and desk-side supportResolve incidents with known solutions, as documented in the knowledge baseRegularly communicate with users about the status of their incidentsFulfill 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 workProvide on-call, afterhours support to GreatAmerica user community, on a rotating basis.Perform dispatch duties for the Help Desk team, on a rotating basisMaintain the cleanliness and organization of the IT work / storage areasEffectively communicate with teammates to ensure the Help Desk has adequate coverage to support the GreatAmerica user communityContinually invest in your own technical education in order to keep relevant skills and knowledge currentOther duties as assignedAbove all else, strive to deliver the GreatAmerica Experience with every interactionPerform 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 capabilitiesExecute physical / desk moves of endpoint equipmentDispose of surplus hardware securelyPerform the following duties, on behalf of the Information Security team:Investigate legitimacy of suspicious emails, including attachments and linksInvestigate legitimacy of suspicious websites.Respond to, and appropriately treat, potential malware threats on endpointsPerform the following duties, on behalf of the Applications team:Install, upgrade, and repair line-of-business applications on endpointsPerform 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 groupTo be successful in this role you will need:Working technical knowledge of Microsoft Windows, Mac OS, and Active DirectoryHands-on experience troubleshooting endpoint hardwareExperience supporting productivity applications such as Microsoft Word, Excel, and OutlookExperience supporting line-of-business applicationsAbility to operate tools needed to repair and upgrade endpoint hardware and peripheralsAbility to read, understand, and accurately follow technical manuals and procedural documentationEducationHigh school diploma, or equivalent, is requiredAssociate Degree in Computer Information Systems or related IT discipline is preferredExperience1 – 2 years relevant IT experience preferredGreatAmerica Help Desk Hours of OperationStandard Hours: 7:00 am – 5:00 pmLast business day of the month: 7:00 am – 7:00 pmCollectively, the Help Desk staff is accountable to provide coverage during these windows each business daySharing 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 BenefitsCompetitive CompensationMonthly Bonuses for Eligible Employees401(k) and Company MatchAnnual Profit SharingPaid Time OffHealth, Wellbeing, and Family Planning BenefitsPaid VacationPaid Sick DaysPaid HolidaysGym ReimbursementHealth InsuranceDental InsuranceVision InsuranceShort-Term and Long-Term DisabilityCompany Paid Life InsuranceFlexible Spending Accounts (FSA)Health Savings Accounts (HSA)Employee Assistance ProgramParental LeaveEducation and Career Planning BenefitsTuition AssistanceNetworking OpportunitiesLeadership Development OpportunitiesPerksPaid ParkingService AwardsHybrid work arrangementsBusiness casual environmentA strong organizational culture focused on our greatest asset: you!If your experience aligns closely, please apply. We value diverse backgrounds and adding new perspectives. We encourage you to apply if you can make a strong impact in this role at www.greatamerica.com/careers.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.