Desktop/helpdesk technician job description

Over the next few years, CRST The Transportation Solution will be implementing significant enterprise-wide system and software upgrades. In support of this project, and of future needs, we are expanding our personnel and adding new positions within our Information Technology team, located in Cedar Rapids, IA. We are seeking new IT skills and resources in the areas of help desk technicians, project managers, business process analysts, application administration, and software development. It is an exciting time to join an organization that is investing heavily into the future, come and is a part of something big!

Role Summary: Works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests. Responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and non-technical terms.
* The primary point of contact for all IT-related questions.
* Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner with the ability to explain technical situations to non-technical individuals
* Troubleshoot and support software and all approved software and hardware.
* Identify, research, and resolve technical problems and escalate problems to other support teams when necessary
* Follow SOP
* Document incidents/problems and clearly document the issue, troubleshooting steps are taken, and comments in an incident management system.
* Contribute to Knowledge Base Support documentation to aid in the resolution & fulfillment processes related to Incident Management & Service Request Management.
* Work in a fast-paced environment, able to adapt to frequent change, and work a flexible schedule
* Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems.

Role Requirements:

* 1+ year(s) of Helpdesk Technician experience
* Ability to provide support to end-users on a variety of topics including Windows operating systems, Active Directory, MS Office, printers, mobile devices, and email issues
* Ability to demonstrate a solid understanding of basic network components and concepts
* Mature, self-motivated, and professional with excellent written and verbal communication skills
* Strong problem-solving/analytical abilities
* Ability to work independently as well as willing to follow directions and best practices
* Regularly demonstrates initiative in supporting the customer outside of expected job assignments
* Attention to detail and ability to multi-task talking to customers while performing technical computer work.
* Two or Four-year degree in an IT-related field or equivalent experience in a Technical Support/Help Desk environment.
* Previous call center, customer service, technical support experience

Tagged as: Information Technology

• Supporting customers and clients both in person and remotely
• Rapid deployment imaging technologies MDT and SCCM
• Windows 10 in a domain-managed environment
• A general understanding of DHCP, DNS, and TCP/IP, and wireless networking, as well as how to troubleshoot them
• A general understanding of modern Information Security principles and practices
• Experience with a commercial ticketing system JIRA
• An understanding of desktop and laptop hardware

Job Functions

Job Functions are physical actions and/or working conditions associated with the position. These functions may also constitute essential functions for the job which the employee must be able to fulfill, with or without accommodation. Information provided below is to help describe the job so that the applicant has a reasonable understanding of the job duties/expectations. An applicant's ability to perform and/or tolerate these actions and conditions will be discussed and workplace accommodations may be made on a case-by-case basis following an individualized assessment of the applicant and other considerations, including but not limited to any governing safety standards.

• Motor Abilities: Sitting and/or standing for extended periods, bending/stooping, grasping/gripping, fine motor control (hands)
• Physical exertion and/or requirements: Minimal, with ability to safely lift up to 25 pounds
• Repetitive work: Prolonged
• Special Senses: Visual and audio focused work
• Work Conditions: Stairs, typing/keyboard, standard and/or sitting working environment of >8 hrs./day
• Travel required: 0-5%

Our Client’s technology is controlled for export by various agencies of the U.S. Government. Our Client must evaluate applicants who are foreign nationals (other than asylees, refugees, or lawful permanent residents) in accordance with U.S. Government export control requirements. To facilitate export control reviews, you will be asked as part of the application process to identify whether you are a U.S. Citizen or national, asylee, refugee, or lawful permanent resident of the United States. Government export authorization approval times vary. Based on the business needs for a particular position, our Client may not consider a foreign national from a country if it is impracticable to obtain timely Government export approval.

Founded in 1984, Geller & Company is a premier strategic financial and advisory firm serving high-net-worth individuals and families, corporations, non-profits, and foundations. Headquartered in Manhattan, Geller & Company employs more than 300 professionals to help shape and drive our clients' financial strategies. Our team works closely with clients to understand their needs and deliver a tailored suite of services including strategic CFO Consulting, Financial Reporting and Accounting, Technology, Wealth Management, and Family Office Services.
Helpdesk Technician (Focused on VIP Support)

Your Impact:
Providing support in-house and at client locations (remote, onsite fill-in, or assignment) Able to work extended and flexible hours, including occasional nights/weekends.Fielding inquiries/problems and provides updates to all users on progress and completion of requests focused on VIP/Senior Management.Identifying, researching and resolving technical problems.Providing desktop support for computers and software through phone and direct contact with all users focused on VIP/Senior Management clients.Installing, repairing and configuring PC's, peripherals, and other end user equipment including, phones, cell phones, MACs, iPhones and iPads.Maintaining documentation for all helpdesk and end user processes and procedures pertaining to VIP/Senior Management.Providing support to VIP/Senior Management customers at home locations, occasional local traveling required.Taking initiative and drive all aspects of the product in order to meet business unit requirements and deliver superior client satisfaction.Working with the business unit and/or application owner to provide acceptance testing on developed features to ensure all business and functional requirements have been met.
What you'll offer:
5 years of desktop support experience in Helpdesk for both phone and desk side support in a Windows enterprise environment (in Financial Services a plus).1-2 years of experience in a VIP support capacity Experience using IT Service management application like ServiceNow or similar.Proven experience with Windows 10 and MS Office 365.Experience in configuring and supporting iPhone, iPad and Android devices in Microsoft Exchange based networks.
Experience with AV, WebEx and/or Zoom (configuration and support).
Working knowledge of TCP/IP networks and internet protocols.Excellent interpersonal and customer service skills.Strong written and verbal communication skills.Ability to manage time effectively and to be motivated, reliable, and a self-starter.Ability to troubleshoot and resolve break/fix and configurations issues with hardware and software in Microsoft networking environment.Able to work extended and flexible hours.Ability to work with all level of users.
We'd love to see:
Understanding of Active Directory environment.Cisco IP Telephony phone administration experience.Global Protect VPN troubleshooting experience.RSA or similar two-factor authentication method experience.Bloomberg Terminal experience.Citrix Workspace experience.Extensive experience working in a 700+ user enterprise environment.Prior supervisory experience.Current industry certification.Bachelor's Degree in Computer Science or related field.

Why join Geller & Company?
• Opportunity to scale your experience beyond the scope of your role
• 100% funded health, vision, and dental insurance
• 401K plan with company match
• Generous PTO and paid holidays
• Philanthropic opportunities

What's next?
If this sounds like you, apply today and Talent Acquisition will review your application and get in touch if there is match.

Geller & Company is an equal opportunities employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or caregiver status.

If this sounds like you:
Apply! If we think you're a good match, we'll get in touch with you to let you know the next steps