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Service Desk - Systems Analyst

Cedar Rapids, IA

Job Information:

This position is responsible for providing primary support to our customer community on a variety of issues by applying an understanding of computer hardware and software to resolve those issues.

Essential Functions

  • Responds to phone calls and email requests for technical support.  
  • Identify, research, and resolve IT technical problems in the following areas: hardware, software, reporting, telephony, network connectivity, audio/video equipment, basic hardware/software training, employee moves/adds/changes, etc.  
  • Track and monitor technical problems to ensure timely resolutions.  
  • Develop and implement solutions for problems/opportunities discovered in the end user community.
  • Ability to communicate technical information in laymen terms
  • Able to identify issues and implement solutions independently
  • Ability to methodically troubleshoot  and implement solutions to complex problems
  • Ability to prioritize and complete tasks to meet customer SLAs
  • 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
  • Demonstrate a passion for lifelong learning
  • Availability for on-call rotation (approximately 1 week out of every 8 weeks)
  • Strives to deliver on all GreatAmerica principles
  • Perform miscellaneous duties as required

Minimum Technical Experience (basic to intermediate knowledge):
  • Desktop support (Windows required and Mac OS a plus), Microsoft Office Suite  support, 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

Ideal Technical Experience (basic to intermediate knowledge):
  • Windows Server, Active Directory, Exchange 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 roles/features (i.e. group policy, 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)

Position Qualifications


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

For this position: Accuracy, Empathetic, Enthusiastic, Reliable/Responsible, Problem Solving, Technical Aptitude, Active Listening, Detail Oriented, Time Management, Working Under Pressure, Initiative

Education: Candidates will have a minimum of 2 years education and an Associate's degree.

Experience: The ideal candidate will have a minimum of 2 to 4 years of support and/or administrator-related experience in information technology.

Skills and Abilities

Ideal but not required: Microsoft (MCDST/MCITP/MCSE/MCSA) certifications, previous work history with an MSP or IT consulting firm, additional OS knowledge (i.e. Linux, Unix, Mac OS) and A+, Net+ and relevant certifications.

Computer Skills: Microsoft Office

Other Requirements: Ability to handle one’s self in a calm and professional manner in challenging situations, Ability to work independently and in a dynamic environment, desire to acquire new skills, ability to influence a positive work environment, desire to mentor junior team members

Posted 11/27/17

Job ID: 30885094