Service Desk Analyst

Finance of America helps homeowners 55+ access the equity they have built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they have earned while continuing to evolve how we serve and work together.

Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

Responsible for providing Tier 1 technical and deskside support to end users across the organization. Assists with routine hardware, software, access, connectivity, and workstation-related issues, including the physical setup and support of employee work spaces. The position follows established IT procedures, documents support activity, and escalates issues that require additional technical expertise to appropriate team members or specialized IT teams. This position is an on-site role based in the Company’s Tulsa, Oklahoma office.

• Provides Tier 1 technical support to end users through in-person assistance, ticketing systems, phone, email, and chat.
• Troubleshoots routine hardware, software, application, access, and connectivity issues using established procedures and available support resources.
• Sets up and maintains physical workstations on-site, including monitors, docking stations, keyboards, mice, cabling, and other peripheral equipment.
• Assists users with Windows 10/11, Microsoft Office applications, printers, mobile devices, and commonly supported business applications.
• Supports basic user access and account‑related requests within established processes and assigned permissions.
• Documents incidents, troubleshooting steps, resolutions, and escalations accurately within the ticketing system.
• Escalates unresolved, nonstandard, or higher‑complexity issues to senior Service Desk staff or specialized IT teams with relevant troubleshooting information.
• Performs approved software installations, updates, and routine configuration changes in accordance with IT procedures.
• Assists with conference room, office technology, and other on‑site technical support needs as assigned.
• Participates in technology upgrades, office moves, workstation changes, and other IT support activities under general guidance.
• Maintains clear, professional communication with users throughout the support process.
• Performs other duties as assigned.

• Manager, Service Desk

• Minimum of 1 year of experience in a help desk, service desk, desktop support, or related IT support environment.
• Foundational experience troubleshooting desktops, laptops, monitors, docking stations, printers, mobile devices, and peripheral hardware.
• Basic working knowledge of Windows 10/11 and Microsoft Office applications.
• Familiarity with Active Directory, Entra (Azure AD), Intune, SharePoint, JIRA, and Jira Service Management, or similar enterprise technologies.
• Basic understanding of networking concepts, Wi-Fi, VPN connectivity, and common end‑user connectivity issues.
• Ability to follow documented procedures and use available technical resources to diagnose and resolve routine issues.
• Ability to recognize when an issue requires escalation and provide clear documentation to the receiving support team.
• Strong written and verbal communication skills with a professional, user‑focused approach.
• Ability to organize and prioritize assigned support requests while maintaining accurate documentation.
• Ability to work collaboratively with other Service Desk and IT team members.

• High School Diploma or GED

• Associate's or…