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Systems - User Support Specialist (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 600 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 is structured in cross functional teams that allow individuals to make informed decisions that benefit the company and our customers. 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.

 

Position Summary

User Support Specialists are critical to the mission and success of GreatAmerica. This Help Desk role provides front-line IT support for GreatAmerica employees. The focus of our work is resolving user related incidents and service requests, across more than 250 discrete technologies. These include endpoint hardware, virtual desktops, peripherals, productivity applications, line-of-business applications, phone system, audio / video systems, mobile devices, and any other technology used by GreatAmerica employees. Though the job is technical in nature, we place a high value on delivering the GreatAmerica Experience.

 

Essential Functions

  • Thoroughly investigate all user related incidents and requests by employing a combination of active listening, responsive inquiry, troubleshooting steps, technical analysis, research, and remediation efforts.
  •  Work closely with users to understand the impact and urgency of each incident; along with due date and time for service requests.
  • Communicate technical information to users in laymen’s terms.
  • Adhere to the established parameters for ticket documentation and escalation.
  • Interact with, and support, users through a combination of remote control tools, phone calls, email, service management platform, and desk-side support.
  • Resolve incidents with known solutions, as documented in the knowledge base.
  • Regularly communicate with users about the status of their incidents.
  • Fulfill service requests as documented in the knowledge base.
  • Perform the following duties, on behalf of the Infrastructure team:
    • Install, upgrade, and repair endpoint equipment and productivity applications. Including equipment used in both dailyoperations and business continuity capabilities
  • Execute physical / desk moves of endpoint equipment.
  • Dispose of surplus hardware securely.
  • Perform the following duties, on behalf of the Information Security team:
  • Investigate legitimacy of suspicious emails, including attachments and links.
  • Investigate legitimacy of suspicious websites.
  • Respond to, and appropriately treat, potential malware threats on endpoints.
  • Perform the following duties, on behalf of the Applications team:
    • Install, upgrade, and repair line-of-business applications on endpoints.
  • Perform the following duties, on behalf of the Tech Operations team:
    • Investigate alerts submitted to the ticketing system, determine if action is required, and assign the work to the appropriate IT work group.
  •  Educate users on the basic use of endpoint hardware and productivity applications.
  • Record time entries associated with all work.
  • Provide on-call, afterhours support to GreatAmerica user community, on a rotating basis.
  • Perform dispatch duties for the Help Desk team, on a rotating basis.
  • Maintain the cleanliness and organization of the IT work / storage areas.
  • Effectively communicate with teammates to ensure the Help Desk has adequate coverage to support the GreatAmerica user community.
  • Continually invest in your own technical education in order to keep relevant skills and knowledge current.
  • Other duties as assigned.
  • Above all else, strive to deliver the GreatAmerica Experience with every interaction.
Position Qualifications

Position Qualifications

Competencies:

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

For this position:

Detail oriented, problem solver, troubleshooting, self-motivated, organized, achiever, empathetic, team oriented, solution driven, ability to multi-task, customer conflict resolution

Education:

  • High school diploma, or equivalent, is required.
  • Associate Degree in Computer Information Systems or related IT discipline is preferred.

Experience:

  • 1 – 2 years relevant IT experience preferred.

 Skills and Abilities

  • Working technical knowledge of Microsoft Windows, Mac OS, and Active Directory.
  • Hands-on experience troubleshooting endpoint hardware. 
  • Experience supporting productivity applications such as Microsoft Word, Excel, and Outlook.
  • Experience supporting line-of-business applications.
  • Ability to operate tools needed to repair and upgrade endpoint hardware and peripherals.  
  • Ability to read, understand, and accurately follow technical manuals and procedural documentation.   

GreatAmerica Help Desk Hours of Operation:

  • Standard Hours:7:00 am – 5:30 pm
  • Last business day of the month:7:00 am – 7:00 pm
  • Collectively, the Help Desk staff is accountable to provide coverage during these windows each business day