Service Desk Analyst

Finance of America Holdings; Tulsa (OK); On-site; USD 44,000 - 66,000; Full time

Benefits offered by this job

Health, dental, vision

Life insurance

Paid time off

401(k) with employer match

Flexible spending account

Employee stock purchase plan

Job summary

Finance of America Holdings in Tulsa seeks a Tech Support professional to provide Tier 1 help desk and deskside support. You will handle hardware, software, and access issues, set up workstations on-site, and document incidents in the service desk system.

Ideal candidates have at least 1 year in a help desk, familiarity with AD/Entra (Azure AD), Intune, and Jira Service Management, and strong communication skills for user-focused support.

Qualifications

• Minimum 1 year of help desk or desk-side support experience.
• Basic working knowledge of Windows 10/11 and Microsoft Office applications.
• Familiarity with Active Directory, Entra (Azure AD), Intune, Jira Service Management, or similar enterprise tech.
• Basic understanding of networking concepts and VPN connectivity.
• Ability to follow documented procedures and escalate when needed.

Responsibilities

• Provides Tier 1 technical support in-person, via ticketing system, phone, email, and chat.
• Troubleshoots routine hardware, software, and connectivity issues.
• Sets up and maintains on-site workstations and peripherals.
• Assists users with Windows 10/11, Office, printers, and mobile devices.
• Documents incidents and resolutions in the ticketing system.
• Escalates complex issues to senior staff with proper details.
• Performs approved software installations and routine configuration changes.
• Supports conference room and on-site IT needs as assigned.
• Participates in IT upgrades, moves, and workstation changes.
• Maintains professional communication with users throughout the process.

Skills

Windows 10/11

Microsoft Office

Active Directory

Azure AD / Entra

Troubleshooting

Help desk experience

Communication

Team collaboration

Networking basics

Education

High School Diploma or GED

Associate's or bachelor's degree

CompTIA A+ or related entry-level IT certification

Microsoft certification

Tools

JIRA

Jira Service Management

Entra / Azure AD

Intune

SharePoint

Job description

Finance of America helps homeowners 55+ access the equity they have built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they have earned while continuing to evolve how we serve and work together.

Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

Purpose of Role

Responsible for providing Tier 1 technical and deskside support to end users across the organization. Assists with routine hardware, software, access, connectivity, and workstation-related issues, including the physical setup and support of employee workspaces. The position follows established IT procedures, documents support activity, and escalates issues that require additional technical expertise to appropriate team members or specialized IT teams. This position is an on-site role based in the Company’s Tulsa, Oklahoma office.

Key Responsibilities and Expectations

• Provides Tier 1 technical support to end users through in-person assistance, ticketing systems, phone, email, and chat.
• Troubleshoots routine hardware, software, application, access, and connectivity issues using established procedures and available support resources.
• Sets up and maintains physical workstations on-site, including monitors, docking stations, keyboards, mice, cabling, and other peripheral equipment.
• Assists users with Windows 10/11, Microsoft Office applications, printers, mobile devices, and commonly supported business applications.
• Supports basic user access and account‑related requests within established processes and assigned permissions.
• Documents incidents, troubleshooting steps, resolutions, and escalations accurately within the ticketing system.
• Escalates unresolved, nonstandard, or higher‑complexity issues to senior Service Desk staff or specialized IT teams with relevant troubleshooting information.
• Performs approved software installations, updates, and routine configuration changes in accordance with IT procedures.
• Assists with conference room, office technology, and other on‑site technical support needs as assigned.
• Participates in technology upgrades, office moves, workstation changes, and other IT support activities under general guidance.
• Maintains clear, professional communication with users throughout the support process.
• Performs other duties as assigned.

Reports To

• Manager, Service Desk

Qualifications - Experience/Skills/Competencies

• Minimum of 1 year of experience in a help desk, service desk, desktop support, or related IT support environment.
• Foundational experience troubleshooting desktops, laptops, monitors, docking stations, printers, mobile devices, and peripheral hardware.
• Basic working knowledge of Windows 10/11 and Microsoft Office applications.
• Familiarity with Active Directory, Entra (Azure AD), Intune, SharePoint, JIRA, and Jira Service Management, or similar enterprise technologies.
• Basic understanding of networking concepts, Wi-Fi, VPN connectivity, and common end‑user connectivity issues.
• Ability to follow documented procedures and use available technical resources to diagnose and resolve routine issues.
• Ability to recognize when an issue requires escalation and provide clear documentation to the receiving support team.
• Strong written and verbal communication skills with a professional, user‑focused approach.
• Ability to organize and prioritize assigned support requests while maintaining accurate documentation.
• Ability to work collaboratively with other Service Desk and IT team members.

Qualifications - Education - Required

• High School Diploma or GED

Qualifications - Education - Preferred

• Associate's or bachelor's degree.

CompTIA A+ or related entry‑level IT certification.

Microsoft certification.

Qualifications - Education - Field(s)/Profession(s)

Relevant technical education, training, certification, or work experience in Information Technology, Computer Science, Information Systems, or a related technical field.

Compensation

The base salary range for this position is ($43,900 - $65,900) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time‑off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The application deadline for the job opportunity is 11/9/2026.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.