Service Desk Analyst II

Credit Acceptance Corporation; United States; Remote; USD 60,000 - 71,000; Full time

Job summary

A leading company in used car finance is seeking a Service Desk Analyst II to provide technical support and incident management. The role emphasizes customer service and requires a collaborative mindset. Candidates should have a strong technical background and a commitment to excellence.

Benefits

401(K) match

adoption assistance

parental leave

tuition reimbursement

comprehensive medical/dental/vision

Qualifications

• Minimum 3+ years of experience in a corporate Help Desk environment.
• Intermediate knowledge of troubleshooting hardware like laptops and desktops.

Responsibilities

• Provide first and second-line technical support to team members.
• Perform incident management and request fulfillment for business systems.

Skills

Customer Empathy

Engineering Excellence

One Team

Owner’s Mindset

Education

Associates degree in Computer Technology

Tools

Windows 10

Office 2013

Adobe

Job description

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people, and our stable financial history have made us one of the largest used car finance companies nationally.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work-life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work-life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

As a Service Desk Analyst II, you will:

• Provide first and second-line technical support to all Credit Acceptance team members with a high level of customer service.
• Perform incident management and request fulfillment for business systems and software while adhering to service-level agreements (SLAs).

Outcomes and Activities

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
• Provide intermediate-level technical support (software, hardware, processes) to Credit Acceptance team members via phone and web form.
• Provide second-level escalation support for Associate Service Desk Analysts.
• Log and document all necessary information for every customer contact.
• Execute incident management for system issues, adhering to established process and SLAs.
• Communicate as the face of IT to all areas of the business for incidents.
• Escalate system issues to the appropriate support teams when appropriate.
• Identify, recommend, and implement proactive solutions to avoid system issues.
• Perform IT request fulfillment based on established SLAs.
• Ensure Knowledge Base documentation is accurate and current.
• Execute onboarding process for new Service Desk team members.
• Mentor and coach all Associate Service Desk Analysts.
• Participate in 24/7 on-call rotation schedule and be able to work an 11am – 8pm EST shift.

Competencies

• Customer Empathy: Understand customer perspectives, pain points, and experiences to provide a customer-centric experience.
• Engineering Excellence: Bring craftsmanship and thought leadership to deliver outstanding products, focusing on high standards, innovation, and solutions.
• One Team: Collaborate seamlessly across the organization with shared goals and open communication.
• Owner’s Mindset: Adopt behaviors reflecting responsibility, accountability, strategic thinking, and proactive management.

Requirements

• Associate's degree in Computer Technology or related field, or at least one certification such as MCP, MTA, HDI-HDA, ITIL Foundations, or CompTIA A+
• Minimum 3+ years of experience in a corporate Help Desk or call center environment
• Intermediate knowledge of troubleshooting Windows 10, Office 2013, and Adobe
• Intermediate knowledge of hardware troubleshooting (laptops, desktops, printers)

Preferred Experience

• Experience with DexTools (NexThink, ControlUp, ThousandEyes)
• Experience with AI technology
• Advanced knowledge of network connectivity (wired and wireless)
• Intermediate knowledge of SharePoint and Office 365
• Intermediate knowledge of mobile devices (iPads & iPhones)
• Intermediate knowledge of ITIL concepts and processes

Target Compensation: A competitive salary from $60,513.00–$70,598.00, with eligibility for an annual bonus of 7.5%-15%. Final compensation depends on skills, experience, education, and certifications.

Residing in major metro areas such as San Francisco, Seattle, Boston, New York City, Los Angeles, or San Diego may qualify for a premium on the range.

Benefits

• Includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/dental/vision, and more.

Our Company Values

• Positivity, Respect, Insightfulness, Directness, Earnestness

Expectations

• Compliance with policies, processes, and legal guidelines
• All other duties as assigned
• Attendance as required

Advice

We understand your career search may be different. If you're exploring new opportunities, apply now!

P.S

We’re proud of our culture and success. Let’s talk!

Required degrees must be from accredited institutions. We are an Equal Opportunity Employer and value diversity. All qualified applicants will receive consideration regardless of age, race, gender, sexual orientation, or other protected characteristics.