Help Desk Analyst

Alfa is looking to recruit a skilled, customer-focused mid-level Help Desk Analyst/Service Desk Analyst to join our Technical Operations team based in Royal Oak, Michigan. This role handles Tier 1, 2 and 3 support requests. You will be a main point of contact for all technical support and inquiries related to Alfa’s global IT services. This role requires a vast amount of skills in an ever evolving team with exciting opportunities to continue to build a career in IT.

We are looking for a strong team player, a natural trouble-shooter with a talent for multitasking and prioritizing workload. You will be a motivated person who is passionate about delivering a positive service, resolving IT issues and requests in a timely manner, engaging with whatever tasks are required to be addressed. 
 

This position is hybrid in nature with the expectation of at least 3 days a week in our Royal Oak, Michigan office and must have flexibility for unexpected or required office visits as needed. 
 

What you will do as part of the team:

• Provide customer service for technical inquiries, including but not limited to Windows and Mac estates, server support and video conferencing kit (Zoom/Teams)

• Resolve technical incidents, problems and service requests (Level 1, 2 & 3)

• Communicate regularly with customers about incident and service request updates.

• Escalate complex incidents and problems appropriately

• Collaborate with senior team members to investigate and resolve root causes of recurring issues.

• Provision services, software, and hardware

• Maintain software and asset inventory

• Collaborate with the Tech Ops Admin team on license renewals

• Monitor and respond to system alerts

• Perform routine checks and maintenance tasks on a timely basis

• Address system backup and replication failures

• Maintain documentation and knowledge base articles

• Continuously identify and improve service desk processes

• Collaborate on service desk projects with senior members.

• Perform occasional off-site and/or out-of-hours maintenance tasks and travel

• Collaborate with Office Management and Operations teams
   

Required:

• Proven experience in a similar role within small/medium organizations, handling Tier 1, 2, and 3 support requests.

• Demonstrated ability to learn, supported by relevant IT qualifications.

• Experience working in a dynamic technical team 

• Familiarity with the technologies below:

• Monitoring: Experience with tools (e.g., Solarwinds Orion, Manage Engine, Nagios) for proactive monitoring and troubleshooting.

• Mac OS: Ability to troubleshoot incidents, support users, and manage upgrades across 50+ devices using Jamf.

• Endpoint Patching: Experience with Jamf for Mac and Ivanti Isec for Windows security patching.

• ITSM Ticketing System: Proficient in using an ITSM ticketing system.

• VMware: Understanding of VMware and experience administering server builds from templates.

• Active Directory: Experience creating user accounts, groups and managing changes.

• Windows Server: Troubleshooting experience with Windows Server 2016, 2019, and 2022.

• Windows 10/11: Hands-on experience upgrading from Windows 10 to 11 and resolving user incidents.

• Office 365: Experience troubleshooting and resolving user incidents.

• Zoom/Teams: Proficient in troubleshooting user incidents.

• Office Video Conferencing: Experience troubleshooting video conferencing equipment issues.
   

Preferred: 

• Automation/Scripting: Proficient in PowerShell, capable of writing scripts to automate tasks.

• Jira: Experience using Jira Service Desk to manage incidents, problems, and service requests.

• Linux/Ubuntu: Working experience with Linux/Ubuntu command line operating systems.
   

What we’ll do for you: 

• 33 days’ annual leave (incl. 9 public holidays/cultural days) and the possibility to buy up to 10 more days a year 

• Flexible work - hybrid and remote work with modern workspaces available

• Health, Dental and Vision insurance with reimbursement of copays/coinsurance/deductibles for in-network medical costs

• Fully paid-for life, disability and travel insurances 

• Employee Stock Purchase Plan

• Gym and Wellness Scheme through Wellhub with access to a range of studios, gyms and wellbeing apps

• 401k plan - matching at 100% of the first 6% contributed (immediately vested)

• Employee Assistance Program (EAP) with 24/7 crisis support 

• 3 paid volunteering days as well as 5 paid learning and development days

• Fun social events throughout the year and annual Company Conferences 

About Alfa

With over 500 employees worldwide, we’re a leading provider of software and services to the global auto and equipment finance industries. Alfa Systems, our technology platform, is at the heart of some of the world’s largest auto and equipment finance companies. Key to the business case for each implementation is Alfa Systems’ ability to consolidate multiple client systems onto a single platform. Alfa Systems supports both retail and corporate business for auto, equipment, wholesale and dealer finance on a multi-jurisdictional basis, including leases and loans, originations and servicing. Alfa Systems is an end-to-end solution with integrated workflow and automated processing using configurable business rules, with an extensive API allowing real-time integration to other systems. With over 30 current clients and 26 countries served, Alfa has been delivering successful projects for our customers since 1990, and is expanding rapidly throughout Europe, North America and beyond.

Our Culture

Our culture is vibrant, innovative and diverse, and we are proud of it. Ours is a close-knit community. Alfa employees are an eclectic mix and all are creative, dedicated and hardworking. We believe it is important to build close working relationships within our company, so we hold numerous team events and conferences that bring us together for socializing and team building. We all enjoy the work-life balance and the great culture, with plenty of social activities organized by the company.

Alfa Financial Software Inc. provides equal employment opportunities to all

employees and applicants for employment and prohibits discrimination and

harassment of any type without regard to race, color, religion, age, sex,

national origin, disability status, genetics, protected veteran status, sexual

orientation, gender identity or expression, or any other characteristic protected

by federal, state or local laws.