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Associate Help Desk Analyst

Company

Credit Acceptance
Address , Remote
Employment type FULL_TIME
Salary $40,847 - $46,292 a year
Expires 2023-06-26
Posted at 1 year ago
Job Description
Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.
Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!
As an Associate Help Desk Analyst, you will provide first line technical support to all Credit Acceptance team members with a high level of customer service. You will also perform incident management and request fulfillment for business systems and software while adhering to service-level agreements (SLAs).
Outcomes and Activities:
Help Desk
  • Provides basic-level technical support (software, hardware, processes) to CA team members via phone, email, walk-up, and web form.
  • Communicates as the face of IT to all areas of the business for incidents.
  • Performs IT request fulfillment based on established SLAs.
  • Executes incident management for system issues, adhering to established process and SLAs.
  • 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.
  • Escalates system issues to the appropriate support teams when appropriate.
  • Logs and documents all necessary information for every customer contact.
Other
  • Works a Saturday-Wednesday schedule.
  • Participates in 24/7 on-call rotation schedule.

Competencies: The following items detail how you will be successful in this role.
  • Testing Techniques: Understand the range of testing techniques available well enough to select the most effective test procedures.
  • 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 or 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.
  • Impact Analysis: Understand the rationale behind and how changes impact the enterprise and/or applications and across the technical ecosystem.
  • Technical Domain: Have an understanding of the technical domain, including the application architecture, design and data of the application they support and systems to which it interfaces.

Requirements:
  • Basic knowledge using and troubleshooting hardware such as laptops, desktops, and printers
  • Pursuing degree or formal training in Computer Technology or related field
  • Basic knowledge using and troubleshooting Windows 10, Office 2013, and Adobe

Preferred Experience:
  • Basic knowledge using and troubleshooting mobile devices such as iPads & iPhones
  • Experience working in a corporate Help Desk or call center environment
  • Basic knowledge using and troubleshooting SharePoint and Office 365
  • Basic knowledge using and troubleshooting network connectivity (wired and wireless) for both home and office
  • Pursuing or achieved at least one certification such as MCP, MTA, HDI-HDA, ITIL Foundations, or CompTIA A+
  • Basic knowledge of ITIL concepts and processes
Targeted Compensation: $40,847 - 46,292 base salary + an annual bonus plan
INDCSLP
#zip
#LI-Remote
Our Company Values:
To be successful in this role, Team Members need to be:
  • Positive by maintaining resiliency and focusing on solutions
  • Earnest by taking accountability, applying feedback and effectively planning and priority setting
  • Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
  • Respectful by collaborating and actively listening
  • Direct by effectively communicating and conveying courage
Expectations:
  • Attendance as required by department
  • All other duties as assigned
  • Remain compliant with our policies processes and legal guidelines
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.
We have great details around our stats, success, history and more. We’re proud of our culture and are happy to share why – let’s talk!
Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.
Credit Acceptance is dedicated to providing an inclusive environment for all. We are proud to be an Equal Opportunity Employer and value a culturally diverse workforce. We believe in ensuring all team members demonstrate mutual respect for one another. All qualified applicants will receive consideration for employment without regard to protected characteristics like age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
California Residents: Please click
here
for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.