Service Desk Analyst

Job Description

About Us:

Indiana Public Retirement System (INPRS’) is among the largest 100 pension systems in the United States. INPRS serves the needs of approximately 473,000 members and retirees representing approximately 1,244 employers, including public universities, school corporations, public safety, municipalities and state agencies. The Indiana Public Retirement System is a public pension fund who manages approximately over $50 billion in assets, making it one of the largest in the United States. We are located in the heart of the city, in downtown Indianapolis, near the circle & across the street from our monumental state house. This position will require Indiana state residency. This position is not eligible for H-1B or any other kind of temporary or permanent sponsorship for work authorization by the Indiana Public Retirement System. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.

Why Join:

INPRS’ believes that people are the foundation of our success. It takes people with different backgrounds, ideas, and strengths to be successful. Balance in life is important. We strive to have a flexible and supportive environment while not sacrificing service to our members. We pride ourselves by modeling a collaborative, diverse and inclusive environment for our employees. Our mission. “As fiduciaries, educate stakeholders, collect necessary contributions, and prudently manage member assets to deliver promised defined benefit and defined contribution benefits and services”.

Your Impact:

The Service Desk Analyst position is responsible for providing technical software, hardware, and incident resolution to all internal users by performing question/problem diagnosis; communicating technical solutions in a user-friendly and professional manner and providing one-on-one end-user training as needed. Provides timely escalation to appropriate Tier II, support teams. Candidate must demonstrate INPRS culture and values: Model of Integrity, Team Player, Candid, Continuous Learner, Diligent, Trust, Constructive Conflict, Commitment, and Accountability.

Essential Duties:

Open, track, respond to, and escalate tickets as necessary; ensure problem ownership and promote end-user satisfaction

Provide first-contact incident triage and troubleshooting via telephone and email with users; work to resolve issues at the Tier I level

Maintain specified SLA’s on all assigned work

Perform User Administration duties in alignment with IAM practices including onboarding, offboarding and account modification.

Conduct peer-review of Account Administration tasks

Conduct Bi-Annual User Administration Audit within the agency’s applications for appropriate access levels

Serve as liaison between internal users and external support contacts

Write, update, and distribute technical tips and knowledge base documentation as appropriate

Assist with large-scale IT projects as needed

Demonstrate INPRS culture and values.

Experience and Qualifications:

Associate degree; Bachelor’s degree, equivalent experience, or relevant certifications

3-5 years of experience in a Service Desk role

Familiarity with Service Desk Ticketing software preferably an ITIL framework

Proficient oral and written communication skills

Proficient knowledge of Office 365

Accredited training preferred

Industry Certifications (A+) preferred

Comprehensive Benefits Package:

Competitive compensation

Healthcare coverage (medical / dental / vision)

Health savings account with employer contribution

Prescription coverage

Employer funded retirement plan (pension plan)

Deferred compensation plan (employer and/or employee contribution plan)

Flexible spending account

Work/life balance (37.5 hours weekly)

12 paid holidays; 14 during election year

Paid leave (personal, sick, vacation)

Tuition reimbursement

Professional credential reimbursement

Group life insurance

Employer-paid downtown parking

If you are interested in this position, please submit your application and resume for review. For more information about our organization, please visit our INPRS Careers Page:

Equal Employment Opportunity:

The Indiana Public Retirement System (INPRS) is an Equal Opportunity Employer and is committed to recruit, select, develop, and promote employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

Indiana Public Retirement System has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.

Full-time