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Service Desk-Systems Analyst (Cedar Rapids, IA)
Position Summary
 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. 

GreatAmerica provides business innovations beyond financing to help their partners achieve greater success. In 2009, GreatAmerica launched Collabrance to help Service Providers expand their business and embark on the path of becoming a trusted technology advisor for their customers.  Collabrance and GreatAmerica now help Service Providers gain the experience, personnel, and tools to profitably scale their business faster with less risk. As the Managed IT Services industry evolves and changes, Collabrance is designed to build stronger relationships by staying involved with partners and provide ongoing support.

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:

Join our growing team as a Service Desk Systems Analyst!  Be responsible for the success of our customers by providing support to the internal and external user community on a variety of issues.  You will respond to requests for technical assistance by phone, email and/or using a help desk management system.  Apply your knowledge and understanding of computer hardware and software to resolve issues as they arise.

Successful candidates will possess first class customer service skills, attention to detail and excellent communication skills to ensure customer satisfaction.  You will enjoy a team environment that allows collaboration with others to better serve our customers each day and to take our business to new heights.

Specific responsibilities include:

  • Responds to phone calls and email requests for technical support. 
  • Identify, research, and resolve IT technical problems in the following areas: hardware, software, reporting, telephony, network connectivity, audio/video equipment, basic hardware/software training, employee moves/adds/changes, etc. 
  • Track and monitor technical problems to ensure timely resolutions. 
  • Develop and implement solutions for problems/opportunities discovered in the end user community.
  • Ability to communicate technical information in laymen terms
  • Able to identify issues and implement solutions independently
  • Ability to methodically troubleshoot  and implement solutions to complex problems
  • Ability to prioritize and complete tasks to meet customer SLAs
  • Document new troubleshooting techniques and known solutions in the knowledgebase
  • Actively participate in continuous improvement of service desk training, processes and tool utilization
  • Develop advanced knowledge in a defined Subject Matter Expert area
  • Demonstrate a passion for lifelong learning
  • Availability for on-call rotation (approximately 1 week out of every 8 weeks)
  • Strives to deliver on all GreatAmerica principles
  • Perform miscellaneous duties as required

Minimum Technical Experience (basic to intermediate knowledge):

  • Desktop support (Windows required and Mac OS a plus), Microsoft Office Suite  support, line of business application and productivity software support, and mobile device support (i.e. iOS, Android, Blackberry, Windows Mobile)
  • Hardware / software diagnostics and troubleshooting, hardware, software, and firmware upgrades and installations
  • Printer support, wired and wireless networking, spyware & virus removal, remote support tools, ticket system management and Knowledgebase / Google query

Ideal Technical Experience (basic to intermediate knowledge):

  • Windows Server, Active Directory, Exchange and Terminal Services
  • Mail routing and message tracking, routers, firewalls, and switching equipment
  • Network connectivity (i.e. TCP/IP, DHCP, DNS, etc), Public DNS management and troubleshooting, NTFS security and sharing and other Windows Server roles/features (i.e. group policy, SQL, print management, etc)
  • Backup monitoring, management, and troubleshooting
  • Hosted solutions support (email, servers, backups, etc)
  • Support and/or administration of a wide variety of desktop and server software, Windows registry editing and Virtual Server Infrastructure (VMWare, ESXi, Microsoft Hyper-V)
Position Qualifications

Education, experience and skills required:

Our ideal candidate will have a minimum of 2 to 4 years of support and/or administrator – related experience in information technology.  An Associate’s degree in a related field is required.

Microsoft (MCDST/MCITP/MCSE/MCSA) certifications, previous work history with an MSP or IT consulting firm, additional OS knowledge (i.e. Linux, Unix, Mac OS) and A+, Net+ and relevant certifications are ideal but not required.

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

Competencies required for this position:  Accuracy, Empathetic, Enthusiastic, Reliable/Responsible, Problem Solving, Technical Aptitude, Active Listening, Detail Oriented, Time Management, Working Under Pressure, Initiative   


Our desire is to fill this position in our corporate office of Cedar Rapids, IA or one of our satellite offices which includes: Marshall, MN or Kennesaw, GA.