Service Desk Specialist - Frontline IT & User Support

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 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.