Service Desk Analyst

Great America 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!

Service Desk Analysts are critical to the mission and success of Great America. This Help Desk role provides front-line IT support for Great America 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 Great America employees.

Though the job is technical in nature, we place a high value on delivering the Great America Experience.

• 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, after hours support to Great America 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 Great America 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 Great America Experience with every interaction
• Perform the following duties, on behalf of the Infrastructure team:
  
  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
• Perform the following duties, on behalf of the Information Security team:
  
  Investigate legitimacy of suspicious emails, including attachments and links
• Investigate legitimacy of suspicious websites.
• Respond to, and appropriately treat, potential malware threats on endpoints
• Perform the following duties, on behalf of the Applications team:
  
  Install, upgrade, and repair line-of-business applications on endpoints
• Perform the following duties, on behalf of the Tech Operations team:
  
  Investigate alerts submitted to the ticketing system, determine if action is required, and assign the work to the appropriate IT work group

• 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
• Associate Degree in Computer Information Systems or related IT discipline is preferred

• 1 - 2 years relevant IT experience preferred

• Standard
  
  Hours:
  
  7:00 am - 5:00 pm
• Last business day of the month: 7:00 am - 7:00 pm
• Collectively, the Help Desk staff is accountable to provide coverage during these windows each business day

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