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Service Desk - Network Engineer

Cedar Rapids, IA

Job Information:

This position is responsible for providing escalation support on a variety of advanced issues by applying an understanding of computer hardware and software to resolve problems. Individuals in this role will also utilize knowledge of best practices to provide optimal information technology solutions. This role is responsible for the overall technical architecture of the environments we support and act as a technical advisor to help strengthen each environment.

Essential Functions
Duties include, but are not limited to
  • Deliver fanatical customer support and live the GreatAmerica principles
  • Serve as an escalation target for more advanced issues. 
  • Monitor and maintain network infrastructure for external customers including firewalls, switches and access points
  • Support and troubleshoot LAN, WAN and Cloud computing environments
  • Design, implement and troubleshoot VPN connectivity (End User, IPSEC and SSL)
  • Collect, measure, and analyze network activity proactively to maintain overall health of network environment and minimize system downtime
  • Provide holistic support of entire networks, identify issues and assist with recommendations for updates as well as implement solutions independently
  • Create and maintain documentation as it relates to system configuration, mapping, processes and service records
  • Ensure security best practices are in place and are effective
  • Through problem management, identify recurring issues and work through root cause analysis
  • Identify opportunities and offer solutions for process improvement
  • Respond to phone calls and email requests for technical support as needed. 
  • Availability for on-call rotation (approximately 1 week out of every 8)
  • Performs miscellaneous duties as required

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

For this position: Judgment, Problem Solving, Reliability/Responsible, Self-Motivated, Systems Analysis, Technical Aptitude, Training, Self-Confident, Time Management, Active Listening, Work under Pressure, Conceptual Thinking, Accuracy, Empathetic, Initiative, Analytical Skills, Autonomy, Persistence, Coaching and Development

Education: Associates Degree in Computer Information Systems or other Information Technology-related discipline. Bachelor’s Degree preferred.

Experience: 5 years experience in computer networking or infrastructure support 

Skills and Abilities
  • Proven experience with systems planning, security, and general software management best practices
  • Working technical knowledge of internet standards including TCP/IP (IPv4 and IPv6), OSI Model, IEEE, WiFi, LAN/WAN Topologies, NAT, PAT, VPN (IPSEC and SSL), VLANs, VoIP
  • Extensive experience with core software applications, including
  • Server OS: 2008, 2012, 2016, 2011 SBS
  • Microsoft Exchange: 2007, 2010, 2013, 2016
  • Data retention/replication software and best practices
  • Excellent software troubleshooting experience
  • Working knowledge of firewall, routing and switching hardware, and wireless infrastructures including Fortinet, Cisco, SonicWall, HP

Computer Skills: Server and desktop hardware, Microsoft products (server/desktop OS and applications (Exchange, SQL, IIS),  GPO, DNS, DHCP, Advanced Networking concepts,  familiarity with network backup and replication techniques, CompTia A+, Network+, Security+, CCNA or equivalent

Other Requirements: Work effectively as a member of a team.  Actively listen to others.  Manage own role and responsibilities.  Work independently to accomplish goals.  Effective communicator – Written and Oral

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

Posted 08/10/17

Job ID: 25800253