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Help Desk Technician

Cedar Rapids, IA

Job Information:

Position Summary
The Help Desk Technician role provides 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. This person will serve as an escalation target for basic to intermediate incidents and may perform changes in coordination with GreatAmerica’s change management policy.  This individual may perform other duties as assigned.

Essential Functions
Deployment


  • Schedule and perform endpoint improvements, upgrades, and repairs.

  • Accurately document changes.

  • Develop, document and follow processes for deploying and managing endpoint software and hardware.

Operational Management

  • 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.

Position Qualifications
            
Competencies:
For all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability
            
For this position: Customer Oriented, Detail Oriented, Problem Solving, Self Motivated, Interpersonal, Relationship Building, Organized.
Education: High school diploma and A+ Certification is a plus.

  • Experience: 2+ years equivalent work experience.
Skills and Abilities
Computer Skills: Experience supporting productivity applications such as Microsoft Word, Excel and Outlook         

  • Other Requirements: 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.  Able to read and understand technical manuals and procedural documentation.

Posted 07/17/17

Job ID: 24000507