Systems Support Analyst - Tier II
Cedar Rapids, IA
Systems Support Analyst- Tier 2
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 400 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.
About this position:
GreatAmerica has an opportunity for someone looking to grow their career in technology support! The Systems Support Analyst will provide primary support to our customer community on a variety of technical issues by applying their understanding of computer hardware and software. Our Analysts identify issues and independently solve them, and are able to methodically troubleshoot and implement solutions to complex issues. Our technical support team works in a dynamic team environment and we collaborate and learn from each other.
**The hours for this position are 10 a.m. to 7 p.m.**
Specific responsibilities include:
•Respond to users with technology issues through inbound customer service calls and email requests.
•Identify, research and resolve technical problems in the following areas: hardware, software, reporting, telephony, network connectivity, audio/video equipment, basic hardware/software training, employee moves/adds/changes.
•Track and monitor technical problems to ensure timely resolutions.
•Develop and implement solutions for problems/opportunities discovered in our end user community.
•Respond to and communicate with our end users in laymen terms.
•Prioritize and complete tasks in order to meet customer service level agreements.
•Provide mentorship to newer systems support team members.
•This position will participate in an on-call rotation (approximately one week out of every eight weeks)
•Provide first class customer service.
Education, experience and skills required:
Associate's degree required. 2-4 years of systems support and/or administrator-related experience in technology. Upper level Tier 2 candidates will have a minimum of 4+ years experience. Ability to handle challenging situations in a calm and professional manner. We are looking for a continuous learner and those with the ability to influence a positive work environment.
Below is the required technical experience at a basic or intermediate level:
•Desktop support (Windows XP/Vista/7. Windows 8 and Mac OSX a plus), Microsoft Office Suite support (2003, 2007, 2010), 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.
Our ideal candidates will also have the following experience at a basic or intermediate level:
•Windows Server 2003(R2), 2008(R2), 2012, Microsoft Active Directory, Exchange (2003/2007/2010) 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 features (i.e. group policy, WSUS, 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)
•Microsoft certifications (MCITP/MCDST/MCSE/MCSA)
•Previous experience with a MST or IT consulting firm
•Additional OS knowledge (i.e. Linus, Unix, Mac OS)
•A+, N+, MCP and relevant certifications
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, tenacious, problem solving, persistence, communication skills (oral and written), technical aptitude, active listening, detail oriented.
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.