Service Desk Analyst

GreatAmerica•Cedar Rapids, IA

6d•Hybrid

About The Position

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.

Requirements

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
High school diploma, or equivalent, is required

Nice To Haves

Associate Degree in Computer Information Systems or related IT discipline is preferred
1 – 2 years relevant IT experience preferred

Responsibilities

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
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
Investigate legitimacy of suspicious emails, including attachments and links
Investigate legitimacy of suspicious websites.
Respond to, and appropriately treat, potential malware threats on endpoints
Install, upgrade, and repair line-of-business applications on endpoints
Investigate alerts submitted to the ticketing system, determine if action is required, and assign the work to the appropriate IT work group