Senior Help Desk Analyst

As a Senior Help Desk Analyst, you will provide escalated technical support to all Credit Acceptance team members with a high degree of customer service. You will be responsible for monitoring events, resolving incidents and problems with enterprise information systems, infrastructure, applications, and services. This requires the incumbent to be fully knowledgeable with the tools and technologies used to provide optimal solutions in meeting customer needs.

Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
• Provides Tier 3 escalated technical support (software, hardware, processes) to Credit Acceptance team members, including escalating system issues to the appropriate support teams when needed.
• Provide mentoring and technical guidance to L1 and L2 Help Desk agents along with assisting leadership team with reporting, performance and KPI analysis, skills gap assessment, and training.
• Perform day-to-day operational responsibilities of the Help Desk as appropriate within established SLAs (answer phones and emails, develop and/or distribute reports, monitor activities, respond to alarms and events, etc.).
• Sharing ideas and insights with Help Desk team members to increase skill levels and to reinforce team dynamics.
• Identify opportunities to reduce team member friction, increase satisfaction and use data to drive team improvement.
• Monitor events, reported incidents, and service requests related to IT systems, infrastructure, and services.
• Keep abreast of emerging technologies in computing systems and changes to the CA enterprise systems, services, infrastructure, and processes.
• Assist in the development and implementation of new approaches, methods, procedures and enhancements to improve Help Desk performance and achieve optimal customer service standards.
• Develop & maintain a searchable knowledge base of technical How-To and FAQs, keeping up-to-date documentation to make sure users can be productive for their day-to-day Engineering needs. Identify knowledge gaps to contribute to Knowledge Base (KB), training, and online content.
• Executes incident management for system issues, adhering to established process and SLAs and act as the face of Engineering to all areas of the business for incidents.
• Assists Help Desk leadership in prioritizing work, managing coverage, and supporting VIP customers.
• Evaluates and provides effective solutions for non-standard requests and escalated issues.

Competencies: The following items detail how you will be successful in this role.

• Impact Analysis: Understands the rationale behind changes and how they impact the enterprise and/or applications and across the technical ecosystem.
• Solution Design: Ability to translate high level requirements to create and implement designs that meet the needs of the customer, are technically sound, maintainable, and cost effective. Ability to identify missing of ambiguous requirements. Ability to design at both high and low levels of abstraction, understand complex requirements and translate into understandable solutions. Ability to accurately estimate based on requirements.
• Technical Domain: Has understanding of the technical domain including application architecture, design and data.
• Testing Techniques: Understand the range of testing techniques available well enough to select the most effective test procedures.

Requirements:

• Minimum 5 years of experience working in a corporate Help Desk level II position or higher
• ITIL Foundations certified
• Advanced knowledge using and troubleshooting Windows 10 and/or MacOS
• Advanced knowledge using and troubleshooting hardware such as laptops, desktops, mobile devices, and remote connectivity.
• Proficiency in use of common desktop software and ITSM applications typically acquired through formal education or equivalent direct experience, including support of Enterprise (or hosted) Systems
• Demonstrated ability to drive improvements across the team
• Strong technical analytical skills with a basic understanding of IT systems, network, remote VPN, security, and Microsoft applications
• Experience reviewing tickets, identifying trends and patterns, escalating repeat problems, and working to find root causes
• Experience working with an Agile team or understand Agile concepts, including participating in daily standup meetings

Preferred:

• Advanced knowledge troubleshooting Office 365 (Teams, Office, OneDrive, Intune, etc.)
• Advanced knowledge troubleshooting network connectivity (wired and wireless) for both home and office
• Experience working on a project team and owning/executing tasks
• Understanding of ITSM tools such as ServiceNow & workflow automation
• Performance monitoring tools such as ControlUp, Nex Think, SolarWinds, ThousandEyes, etc.
• Scripting knowledge such as PowerShell or Ansible
• Knowledge of reporting and analytics tools such as PowerBI, Redash, Tableau, etc.
• Knowledge of PagerDuty

Knowledge and Skills:

• Understands Credit Acceptance's business model, operations and business terminology.
• Ability to identify, recommend and advocate for improvement opportunities for existing standards, policies and processes.
• Understands what is being said and the context in which it is being said.
• Treats everyone like a customer and collaborates with them to clarify and achieve objectives.
• Speaks and writes in a clear, concise, organized, and effective manner for the intended audience.
• Takes responsibility for delivering the work product.
• Ability to recognizes areas of risk and escalates through the correct channels in a timely manner.
• Effectively manages time and resources to ensure that work is completed efficiently.
• Displays a creative, flexible, and collaborative in approach to technical problem solving.
• Exhibits strong troubleshooting skills with a desire to find solutions, reduce incidents and implement automated processes.
• Ability to handle difficult situations diplomatically and ability to solve complex problems efficiently and effectively.
• Confidence in managing expectations regardless of organizational level, identifying problem areas and providing answers without close management supervision.

Targeted Total Compensation: $77,333 - $111,154. Total compensation is comprised of a competitive base salary and an annual variable compensation package.

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Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!

P.S.

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