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Service Desk User Support Specialist

Cedar Rapids, IA

Job Information:

Service Desk - User Support Specialist 

Position Summary
This position is responsible for providing primary support to the internal and external user community on a variety of issues by consistently applying our defined processes with an understanding of computer hardware and software to resolve those issues.
Essential Functions
  • 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.
  • Make outbound calls to determine customer impact on specific, assigned server events
  • Attempt to resolve assigned user tickets that were initially fielded by the Triage Specialist
  • Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
  • Resolve workstation events with known solutions (per the knowledgebase), including Antivirus, Bluescreen and custom tools
  • Resolve events pertaining to backup solutions with known resolution
  • Track and monitor assigned tickets to ensure timely resolution
  • Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution.  
  • Document new troubleshooting techniques and known solutions in the knowledgebase
  • Actively participate in continuous improvement of service desk training, processes and tool utilization
  • Develop advanced knowledge in a defined Subject Matter Expert area
  • Deliver fanatical customer support
  • Live the GreatAmerica principles
  • Perform 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: 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 a minimum of 1 year experience in IT end user support.

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

Posted 09/29/17

Job ID: 27899643