Top 5 Technical support analyst Jobs in Iowa City, Ia

Service Desk Analyst
Solutions Management Group —Cedar Rapids, IA
- Full-time
- Computer science
- Microsoft Outlook
- Computer Science
- Paid holidays
- Disability insurance
Digital Manufacturing Analyst I
Sub-Zero Group, Inc. —Cedar Rapids, IA
- Background check
- ERP systems
- Mid-level
- Profit sharing
- Health insurance
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Digital Manufacturing Analyst I
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Service Desk Analyst

Solutions Management Group -
Cedar Rapids, IA

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Job Details

Full-time

Benefits

Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Paid time off
Employee assistance program
Vision insurance
401(k) matching
Life insurance

Qualifications

Phone communication
Windows
Systems analysis

Full Job Description

Job Description

Company History:

To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born.

Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, Papercut.

While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service is trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems.

We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.

Job Responsibilities

The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Kirkwood Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Job Functions

Provides excellent customer service to all Kirkwood Community College staff
Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution
Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
Works closely with all areas of the Technology Services department to ensure consistent customer support
Maintains First Call Resolution requirements within established Service Level Agreements
Ensures accurate and prompt management of escalated or unresolved issues
Maintains confidentiality for students, faculty and staff profiles
Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
Displays a positive, friendly and respectful attitude towards customers and co-workers
Possesses strong organizational skills and high attention to detail
Other duties as assigned by management

Job Qualifications

Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
Associates Degree or Certificate/Diploma in computer science or related field
Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016

Preferred Education/Experience

Basic Active Directory Administration experience
Experience with ITIL methodology
Experience supporting Higher Education staff and faculty
Experience supporting end users utilizing Macintosh operating systems
Experience supporting end users utilizing educational/presentation technology peripherals
Experience supporting end users utilizing Microsoft SharePoint

Benefits

Health, Dental, and Vision insurance
Company paid STD/LTD Insurance for employee
Company paid Life Insurance $10,000.00 policy for employee
Section 125 Flex Spending Account
401(K) Retirement Plan and 401(k) match
Paid Time Off (Vacation, PTO and Holidays)
Paid Volunteer Time
Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer

#hc244059

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technical support analyst jobs in iowa city, ia

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