What are the responsibilities and job description for the Tier III Service Desk Support Analyst position at GreenSky Administrative Services LLC?
Overview
We are hiring a full time Tier III Service Desk Support Analyst to join our team!
As a Tier III Service Desk Support Analyst, you will address IT-related support requests by providing diagnosis and issue resolution. You will work independently to ensure end-users receive prompt, courteous and knowledgeable assistance as well as supporting Tier I and Tier II Service Desk Analysts.
Who we are:
GreenSky is one of the fastest growing Financial Technology companies in America. We make it easy for businesses of all sizes to offer credit to their customers with a fast and paperless solution. With billions of dollars in loans and hundreds of thousands of satisfied customers, GreenSky is quickly changing the consumer credit marketplace. We have a great team, are growing quickly, and are backed by some of the leading investors in the world.
Duties & Responsibilities
Duties & Responsibilities
- Answer phones and solve technical support issues when needed.
- Install and update software on desktops, laptops, mobile devices, and peripherals
- Work more complex issues that other analysts cannot resolve.
- Troubleshoot issues with operating systems, applications, hardware, and networking.
- Resolve technical issues within established SLAs.
- Log and track inquiries using a ticketing system while maintaining historical records.
- Document and maintain workflows utilized in successful issue resolution.
- Make recommendations to improve Service Desk processes.
- Write, review, and update Service Desk documentation and help articles.
- Be the Tech Lead involving Service Desk policies, responsibilities, and train on the new policies or responsibilities.
- Collaborate with teams across multiple sites, providing an elevated level of quality.
- Manage user account information in Active Directory and other systems.
Required Skills/Qualifications
Required Skills/Qualifications
- Excellent customer service skills, including communication and follow-up.
- Exceptional knowledge of Windows 10 and 11 operating systems. (Some knowledge of Mac OS beneficial)
- Confidence to communicate and support Executive level users.
- Advanced knowledge of Active Directory and Azure Active Directory.
- Impressive knowledge of Microsoft 365 and Microsoft 365 Admin Center
- Knowledge of Microsoft Azure and Intune.
- Knowledge of PowerShell Scripting.
- An understanding of troubleshooting virtual environments.
- Basic knowledge of network fundamentals.
- Ability to work escalation of issues.
- Oversee weekly 1:1 meeting with Tier I techs. This includes monitoring calls and performing ticket reviews.
- Update Confluence as needed such as when new processes are introduced to the team.
Basic Qualifications
- Minimum of 5 years of experience.
- Associate’s degree in IT desired.
- CompTIA A , CompTIA Network , or Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: IT Support Professional
- Previous experience in a customer service-related field.
GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.
