Ready to do the best work of your life? Join us, and bring everything you have to solve the most fulfilling problems on the market. Here at Alfa we have everything you need to propel your career to new heights. Inclusion is the beating heart of Alfa so whoever you are, you can show up as your best self everyday - be that from home, from our offices, or a little bit of both. We’ve got the tech, we’ve got the opportunities, all we’re missing is you.
 

Alfa is looking to recruit a Service Desk Analyst within our Technical Operations team based in Royal Oak, Michigan. This is a unique opportunity to work within a service desk environment that will give you the exposure to see through a task from beginning to end. You will be a main point of contact for all technical support and enquiries related to Alfa’s global IT services. You will also learn a vast amount of skills, processes and be part of 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. 
 

What you will do as part of the team:

• Provide customer service assistance for all technical enquiries, including but not limited to the maintenance and support of Windows and Mac estates, server estates, zoom/teams and video conferencing kit

• Resolve technical incidents, problems and service requests

• Provide regular customer communications and updates to incidents and service requests

• Escalate complex incidents and problems appropriately

• Work with more senior members of the team to investigate and resolve the root cause of repeating problems

• Provision of 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

• Responding to system backup and replication failures

• Maintain documentation and knowledge base articles

• Continuously identify and improve service desk processes

• Work with more senior members to deliver service desk projects

• Occasional off-site and/or out-of-hours maintenance tasks

• Collaborate with Office Management and Operations teams

• Office based with occasional off-site and/or out-of-hours maintenance tasks and travel
   

We would love you to have:

• Proven experience in a similar role and small/medium sized organization

• Demonstrative ability to learn, backed up by current technical IT related qualifications

• Experience of working in a dynamic technical team with exposure some of the technologies below:

• Monitoring - Experience of monitoring systems and services via a monitoring tool (e.g. Solarwinds Orion, Manage Engine, Nagios). Proactively responding to and troubleshooting alerts and events.

• Automation/Scripting - experience of understanding powershell commands and being able to write scripts to automate manual tasks

• Mac OS - Able to troubleshoot Mac incidents and problems as well as support mac users with service requests as well as upgrade Mac OS across a 50+ device estate using Jamf. 

• Endpoint Patching - experience of pushing security patchings using Jamf for Mac’s and Ivanti Isec for Windows endpoints.

• Jira - Experience in using Jira Service Desk to manage and action incidents, problems and service requests.

• VMware - Understanding what vmware is and being experienced with administering server builds from templates.

• Linux/Ubuntu - Working experience with linux/ubuntu command line operating systems. 

• Active Directory - Experience in creating user accounts, groups, managing moves and changes. 

• Windows Server - Experience in troubleshooting Windows 2016, 2019, 2022 servers and operating systems.

• Windows 10/11 - Hands on experience in upgrading Windows 10 to 11 and being able to troubleshoot and resolve users' incidents and problems.

• Office 365 - Hands on experience in troubleshooting and resolution of user incidents and problems.

• Zoom/Teams - Hands on experience in troubleshooting and resolution of user incidents and problems.

• Office Video Conferencing equipment - Hands on experience in troubleshooting and resolution of users incidents and problems.
   

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 or 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 

• 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 430 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.