Help Desk Analyst

Overview & Responsibilities Republic Finance is seeking an experienced Help Desk Support Analyst to join our IT team! At Republic Finance, we are building a leading consumer lending company. In business for over 60 years, we are proud to be a trusted lender in over 250 communities in 13 states and we continue to expand into new states each year! We specialize in providing flexible lending solutions and outstanding customer service. Driven by our shared mission to pursue excellence for our team, our customers, and our performance, we are transforming into a modern, fast-growing business. The ideal candidate will have Help Desk experience in a corporate setting supporting 400+ internal users at all levels. Primary responsibilities will be answering and resolving incoming technical incidents, requests, and issues for Republic Finance enterprise and office level operations. You will handle approximately 10-20 ServiceNow tickets per day regarding all areas of IT infrastructure and applications and will work with various internal support groups to solve complex high priority/high impact issues, while ensuring a high degree of customer service. Come and work in a collaborative setting with cutting edge technologies where you can advance your skill set. Job responsibilities are as follows: Answer and resolve inbound incidents through ServiceNow efficiently and professionally, in a high-volume help desk environment that operates 5 days a week, including a rotating after hour and weekend on-call schedule. Manage the resolution of inbound incidents, balancing the need for customer service and issue resolution with the constraints of an incident time goal. Translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers. Demonstrate a highly developed sense of integrity and commitment to customer satisfaction. Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a complex environment, offering a variety of tier 1 & tier 2 solutions, using remote control tools to assist customers when needed. Advance high priority, high impact issues to the tier 3 support teams. Work to solve issues with corporate applications with the use of a knowledge base and assign tickets to the appropriate support group as needed; provide input on published documentation in knowledge base. Facilitate departments obtaining new computer systems or modifications to existing systems by understanding the functions of the user department and analyzing current processing and procedures, and assisting them in the preparation of associated request, including imaging, configuration, and delivery of endpoints. Monitor the help desk queue and ensure tickets are resolved before the exceeded target completion date/time, or to the user's satisfaction. Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool. Anticipate customer needs and proactively identify solutions. Contribute to the development of policies and procedures by serving on appropriate committees and supporting the missions of the department. Meet or exceed statistical metrics regarding; ticket and call quality (accuracy), first call resolution, schedule compliance, and call handle time. Adhere to policies and procedures regarding the safeguarding of protected information, such as personal identifiable information (PII) and access to corporate systems. Remain competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as required by Republic Finance. Requirements 2-5 years of related Technical Support, Help Desk, or Service Desk experience in a large corporate IT setting. BA/BS degree, preferably in Computer Science, or equivalent experience in addition to the requirements listed above. Experience working with the following is strongly desired: Virtual Desktop Infrastructure (Citrix, HP Thin Client, etc.) ServiceNow or similar tools Using and supporting IP phone systems Windows Server infrastructure & roles (AD, DHCP, DNS, DFS, CA, etc.) Solving issues with remote access tools (VPN) and general connectivity (LAN/WAN) issues Networked Printing & Print Servers - Experience with Video Conferencing Solutions (Cisco Teleprescence, Webex etc.) SharePoint Administration or similar Exchange & 3rd party email protection and Office 365 or similar Hyperconverged Infrastructure (Nutanix, VMware, etc.) Public Cloud Computing & Networking (Azure, AWS, Google, etc.) Ability to demonstrate strong knowledge and experience supporting Microsoft Windows Server/Desktop & Linux operating systems, etc. Able to work in a team oriented, collaborative environment with a strong customer service focus. Able to be self-motivated and driven, to effectively prioritize and execute tasks in a high stress environment. Outstanding ability to perform logical troubleshooting in pressure situations is a plus. Technical Professional certifications including or from any of the following: ITIL, PMP, ISACA, SANS, MSFT, CISCO, VMware are a plus. Benefits We offer a competitive compensation and benefits package including: Health/Dental/Vision Paid Time Off (PTO) 401 (K) and employer match Company provided Life Insurance & Long Term Disability Additional benefits with Republic Finance include: Employee of the Month Program Philanthropic support for charities such as Juvenile Diabetes Research Foundation and the American Cancer Society Professional offices with a friendly team environment Republic Finance, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, sex, color, religion, national origin, age disability or veteran status in employment opportunities and benefits. Republic Finance, LLC maintains a Drug-Free Workplace.