Service Desk Analyst

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 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. 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.