Service Desk Analyst

greatamerica; Cedar Rapids (IA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

401(k) with Company Match

Paid Time Off

Profit Sharing

Gym Reimbursement

Monthly Bonuses

Job summary

GreatAmerica is seeking a Service Desk Analyst to provide front-line IT support for our workforce across 250+ technologies. You will resolve incidents, communicate in plain language, and document actions while collaborating with Infrastructure, Security, and Applications teams.

The role emphasizes customer-focused problem solving, operating knowledge of Windows, Mac OS, and Active Directory, and ongoing technical education as part of our GreatAmerica Experience.

Qualifications

• Working knowledge of Windows, Mac OS, and Active Directory.
• Hands-on experience troubleshooting endpoint hardware.
• Experience supporting Word, Excel, Outlook.
• Experience supporting line-of-business applications.
• Ability to operate tools to repair and upgrade endpoint hardware.
• Ability to read and follow technical manuals and procedures.

Responsibilities

• Investigate user incidents and requests using listening, troubleshooting steps, and remediation.
• Assess impact and urgency; determine due dates for service requests.
• Explain technical information to users in plain language.
• Document tickets and escalate when needed.
• Support users via remote-control tools, phone, email, and desk-side.
• Resolve incidents with documented knowledge-base solutions.
• Keep users informed on incident status and progress.
• Educate users on endpoint hardware and productivity apps.
• Record time entries for all work.
• Provide on-call, after-hours support on rotation.
• Perform dispatch duties for the Help Desk on rotation.

Skills

Windows

Mac OS

Active Directory

Endpoint hardware

Microsoft Office

Line-of-business apps

Endpoint hardware tools

Technical docs

Education

High school diploma

Associate degree preferred

1-2 years IT experience

Tools

Knowledge base

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

Benefits

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 VacationPaid Sick Days
• Paid Holidays
• Gym Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Sho