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 - Service Desk Triage Specialist - Full Time & Part Time (Cedar Rapids, IA, Hybrid)
  

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth.

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.


About this position:

Join our growing team as a Service Desk Triage Specialist!  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. 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:

  • Act as first point of contact for user phone calls to the service desk
  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
  • Act as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms.
  • Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
  • Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution.
  • Deliver fanatical customer support
  • Live the GreatAmerica principles
  • Perform miscellaneous duties as required.

Hours for this role will be flexible available between 7 AM to 7 PM CST. 

Education, experience and skills required:

Competencies:

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

For this position: Accuracy, Active Listening, Detail Oriented, Empathetic, Enthusiastic, Interpersonal, Problem Solving, Time Management, Working Under Pressure                                                

Education: The ideal candidate would have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes.

Experience: The ideal candidate would have previous customer service and/or call center experience.

Computer Skills:   Basic understanding of Microsoft Windows (7 and higher), Internet browsers (Internet Explorer, Chrome, Firefox), Microsoft Office (Word, Excel, PowerPoint, Outlook)

Application Instructions

To apply for this position, please follow the online application process at greatamerica.com.  Be sure to fully complete the form, including your resume, and complete the Predictive Index assessment. 

At GreatAmerica, we’re looking to grow our business through our people. Are you looking to grow your career? If so, submit your application at www.greatamerica.com/careers.