GreatAmerica Financial Services is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.

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Help Desk Technician (Cedar Rapids, IA)
  
Job Description

About GreatAmerica:

GreatAmerica is a national commercial equipment finance company dedicated to helping manufacturers, vendors and dealers be more successful and keep their customers for a lifetime.  While GreatAmerica has grown to more than 500 team members, our entrepreneurial spirit remains and endless opportunities lie ahead.  We have experienced unparalleled year over year growth since our founding in 1992. 

There is no doubt in our minds we are building the greatest company of its kind, offering the finest products and services available anywhere.  When you are part of the GreatAmerica team, you are part of the future, part of an opportunity to grow professionally and to reach your potential while enjoying your work.

 

About this position:

Our Help Desk Technician is a key member of our technical team, providing support on a variety of issues.  You will be responsible for providing superior customer service while supporting and maintaining end user systems such as printers, desktops, mobile devices, telephones and productivity applications which support core organization functions. This includes installing, maintaining, and supporting all end user hardware and software, performing and planning moves/adds/changes, supporting and maintaining conference room technologies and providing end user training and assistance where required.  Additional responsibilities will include acting as an escalation target for basic to intermediate incidents and performing changes in coordination with GreatAmerica’s change management policy.

Specific responsibilities include:

  • Schedule and perform endpoint improvements, upgrades, and repairs.
  • Accurately document changes.
  • Develop, document and follow processes for deploying and managing endpoint software and hardware.
  • Deliver required service levels and provide exceptional customer service.
  • Provide training and support to end users.
  • Install and maintain endpoint equipment.
  • Receive and respond to incoming calls and/or e-mails regarding endpoint hardware or software problems.
  • Communicate, enforce and maintain a policy for standardizing systems and software.
  • Maintain an inventory of all endpoint systems.
  • Install, customized configurations based on standardized platforms and operating systems.
  • Work with third-party support and PC equipment vendors.
  • Accurately document instances of hardware failure, repair, installation, and removal.
  • Populate knowledge management system with relevant information.
  • Assist with the design and implementation of supporting processes.
  • Support implementation of software deployment projects and new hardware installations.
  • Aid in the support of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
  • Provide afterhours support as required.
Knowledge, Skills and Abilities

Education, experience and skills required:

For this position you must be a high school graduate or equivalent with 2 years of related work experience.  An Associate’s Degree in Computer Information Systems or other IT related discipline and A+ Certification is a plus. 

A strong technical background is critical, including:

  • Working technical knowledge of network and PC hardware in a Microsoft environment  
  • Hands-on hardware troubleshooting experience  
  • Working technical knowledge of current network protocols, operating systems, and standards, including TCP/IP and Windows  
  • Experience supporting productivity applications such as Microsoft Word, Excel and Outlook  
  • Experience supporting line of business applications and working with application subject matter experts 
  • Ability to operate tools, components, and peripheral accessories  
  • Ability to read and understand technical manuals and procedural documentation

 

Competencies required for all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

Competencies required for this position: Customer Oriented, Detail Oriented, Problem Solving, Self Motivated, Interpersonal, Relationship Building, Organized.