Service Desk Analyst

GreatAmerica Financial Services • Cedar Rapids, IA

11d • Hybrid

About The Position

Service Desk Analysts are accountable for restoring, enabling, and improving IT services for GreatAmerica employees by applying ITIL‑aligned service management practices and sound professional judgment. This role requires independently assessing situations involving incomplete or evolving information, determining appropriate incident triage, resolution, and escalation strategies, and accepting accountability for service outcomes. Service Desk Analysts balance speed, quality, risk, and customer experience to deliver reliable service, support positive business outcomes, and contribute to continuous improvement, while providing an exceptional best in class customer service experience.

Requirements

• Working technical knowledge of Microsoft Windows, Windows OS, and Active Directory sufficient to support common user issues, perform account and device-related tasks, and understand dependencies within an enterprise environment.
• Demonstrated ability to troubleshoot endpoint hardware, peripherals, and user computing issues using documented knowledge, critical thinking, and collaboration with senior team members when necessary.
• Proficiency supporting productivity tools such as Microsoft Word, Excel, and Outlook, as well as exposure to supporting line-of-business applications in a structured enterprise environment.
• Ability to participate in Priority 1 and Priority 2 incident response efforts by following established incident processes, providing timely updates, and escalating appropriately with guidance from senior analysts or incident leadership.
• Ability to apply sound judgment in day-to-day support situations, balancing user experience, service commitments, and documented standards, while recognizing when to seek direction or escalate.
• Foundational understanding of Service Desk workflows, with the ability to identify potential inefficiencies, recurring issues, or knowledge gaps and communicate observations to senior team members or leadership.
• Working knowledge of ITIL-based service management practices, including incident management, request fulfillment, and knowledge management, with the ability to apply these practices in daily Service Desk operations.
• Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users and collaborate effectively with peers, senior analysts, and partner teams.
• High school diploma or equivalent required
• 1 – 2 years relevant IT experience preferred
• Demonstrated experience providing IT service support with increasing responsibility and independent decision-making

Nice To Haves

• Associate degree in an IT-related discipline preferred

Responsibilities

• Assess, triage, and manage incidents and service requests by evaluating impact, urgency, risk, and service commitments.
• Determine the appropriate resolution or fulfillment approach, independently resolving issues or coordinating with other technical and business teams as needed.
• Exercise discretion in escalation decisions to protect service availability, user productivity, and business risk posture.
• Maintain ownership and accountability for incidents and requests through resolution and service restoration.
• Communicate effectively with users regarding status, expectations, and resolution in business-appropriate language.
• Create, validate, and continuously improve knowledge base articles by documenting new troubleshooting techniques, resolution patterns, and service insights.
• Identify recurring issues and service trends, recommending improvements to processes, tooling, user education, or knowledge content.
• Support endpoint, application, and access-related issues by determining appropriate remediation strategies rather than following prescriptive steps alone.
• Perform technical activities such as installs, upgrades, desk moves, and security investigations with consideration for service risk, impact, and policy alignment.
• Collaborate with Infrastructure, Security, Product, and other teams to restore services and improve end-to-end service delivery.
• Perform hardware troubleshooting, repairs, and component replacements on laptops and provide support and maintenance for end-user devices to ensure optimal performance and usability

Benefits

• Competitive Compensation
• Monthly Bonuses for Eligible Employees
• 401(k) and Company Match
• Annual Profit Sharing
• Paid Vacation - starting at 80 hours annually for employees in their first year of service.
• Paid Sick Days - Ten (10) per year with a conversion option for unused time.
• Ten (10) Paid Holidays per year
• Gym Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short-Term and Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Employee Assistance Program
• Parental Leave
• Tuition Assistance
• Networking Opportunities
• Leadership Development Opportunities
• Paid Parking
• Service Awards
• Hybrid work arrangements
• Business casual environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED