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Associate Help Desk Analyst in Southfield, MI at Credit Acceptance

Date Posted: 6/17/2018

Job Snapshot

Job Description

Associate Help Desk Analyst 

Why Work For Credit Acceptance?

Credit Acceptance is rapidly-expanding our IT department with a variety of dynamic opportunities. Our culture has landed us on Computerworld’s list of the Best Places to Work in IT. In each of the last 4 years, we have held a spot in the top 2 for mid-sized companies nationwide. In addition, we are also proud to say over the last 5 years we have been named one of Fortune Magazine’s 100 Best Companies to Work For. Our team members and culture create a positive workplace that drives us to succeed, making Credit Acceptance one of the largest used car finance companies nationally.

We offer a great work environment, awesome team members, competitive benefits, progressive career opportunities, a casual dress code and we work hard to ensure every team member is empowered to work to their fullest potential. 

Credit Acceptance offers team members:

  • The opportunity to work with progressive tools, and technology including the latest database, development, storage, and computer technologies available
  • Extensive growth opportunities as demonstrated by our track record of promoting internally  
  • An atmosphere that is collaborative, challenging, and filled with forward thinking team members
  • Ongoing business training and career development opportunities
  • Strong work-life balance with generous PTO beginning on day 1
  • Competitive market-based salary with quarterly profit sharing and annual merit bonuses
  • Excellent benefits package that includes 401(K) match, adoption assistance, tuition reimbursement, comprehensive medical/dental/vision along with additional benefits that make us a great place to work

We are hiring an Associate Help Desk Analyst within our IT Department.   

Responsibilities in your area will include:

  • Provide basic Help Desk coverage and support in an accurate, timely, and professional manner
  • Analyze, troubleshoot, and resolve all basic reported issues (software, hardware, and processes) in a logical and systematic method
  • Log and document all necessary information and detail for every customer contact
  • Identify and escalate critical incidents with a strong sense of urgency and ownership
  • Prioritize work and set expectations for all incidents and requests
  • Identify and initiate proactive, basic solutions that improve efficiency and/or effectiveness
  • Collaborate with customers (of all levels of the business), team members, and support teams to identify incident details and request requirements
  • Assist with various desk side tasks (e.g. equipment deployments, equipment moves, etc.)
  • Perform daily preventative maintenance on all necessary peripheral devices (e.g. scanners)
  • Participate in a weekly On Call (24/7) rotation
  • All other duties as assigned
  • Attendance as required by department

Who Are We Looking for?

Our ideal candidate for this role needs to:

  • Provide basic, first line support to all Credit Acceptance team members with a high level of customer service and technical knowledge via phone, email, walk-up, and web form
  • Provide basic information and instruction for daily activities and inquiries
  • Perform basic incident management and request fulfillment per service level agreements (SLA) and customer expectations for all business systems/software (Off the shelf and home grown) and requests
  • Communicate as the face of IT to all areas of the business for all incidents and requests in a clear and direct manner                                                                                                                               

Job Requirements

Required Qualifications:

  • Pursuing or have obtained a degree/education in Computer Technology or related field
  • Basic knowledge of and experience in using and troubleshooting Windows 7, Office 2010, SharePoint, Adobe, Dell hardware, peripheral devices, and Apple devices
  • Basic knowledge and experience in using and troubleshooting mobile devices such as iPads & iPhones
  • Basic knowledge and experience using and troubleshooting network connectivity (wired and wireless) for both home and office

Preferred Qualifications:

  • Certifications such as MCP, MTA, HDI-HDA, ITIL Foundations, CompTIA A+
  • Experience in a corporate Help Desk, call center and/or customer service environment
  • Basic knowledge of ITIL concepts and processes

Company Core Values:

To be successful in this role, Team Members need to demonstrate the characteristics of PRIDE in their work:

  • Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
  • Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
  • Insightful: Make timely well-considered decisions, create innovative solutions and continuously learn
  • Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels
  • Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly

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 an equal opportunity employer.