Service Desk Analyst

Service Desk Analyst Overview

GreatAmerica Financial Services is seeking a Service Desk Analyst to join our Product Technology Group. This role involves restoring, enabling, and improving IT services for GreatAmerica employees, applying ITIL-aligned service management practices, and providing exceptional customer service.

Responsibilities

• Assess, triage, and manage incidents and service requests, determining appropriate resolution or fulfillment approaches.
• 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.

Requirements

• Working technical knowledge of Microsoft Windows, Windows OS, and Active Directory.
• Demonstrated ability to troubleshoot endpoint hardware, peripherals, and user computing issues.
• Proficiency supporting productivity tools such as Microsoft Word, Excel, and Outlook.
• Foundational understanding of Service Desk workflows, with the ability to identify potential inefficiencies, recurring issues, or knowledge gaps.
• Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users.

Qualifications

• High school diploma or equivalent required.
• Associate degree in an IT-related discipline preferred.
• 1 – 2 years relevant IT experience preferred.
• Demonstrated experience providing IT service support with increasing responsibility and independent decision-making.

Benefits

• Competitive Compensation
• Monthly Bonuses for Eligible Employees
• 401(k) and Company Match
• Annual Profit Sharing
• Paid Time Off
• Health, Wellbeing, And Family Planning Benefits
• Tuition Assistance
• Networking Opportunities
• Literacy Development Opportunities
• Perks
• Paid Parking
• Hybrid Work Arrangements
• Business Casual Environment
• A Strong Organizational Culture Focused on Our Greatest Asset: You!