IT Service Center Technician II

At American Equity we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY.

General Purpose Of The Job
The IT Service Center Technician II is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Requests and problem resolution may be more complex and/or of a larger scope than the Technician I.

Essential Duties And Responsibilities

• Fields incoming help requests from end users via telephone, in person, chat, and e-mail in a courteous timely manner.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician.
• Performs some Project Management for projects and rollouts.
• Follow-up with higher level technicians on status of escalated tickets.
• Applies diagnostic utilities to aid in troubleshooting. Accesses software updates, drivers, knowledge bases, and resources on the Internet to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Adds or updates knowledge articles in the knowledge base.
• Utilizes Change Control for implementation of disruptive changes
• Tests fixes to ensure problem has been adequately resolved.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Develops help sheets and frequently asked questions lists for end users.
• Provides second level support
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Documents processes as knowledge articles.
• Applies proactive problem management practices to help avoid / resolve future issues.
• Performs other related work as assigned.

Supervisory Responsibilities
Direct Reports:
0

General Description of Indirect Reports (2 and 3-downs
): 0

Education And/Or Experience

• Bachelor's degree in Information Technology, Computer Science or other related field of study; plus two (2) years of related experience; or equivalent combination of education and experience.
• Experience with desktop operating systems, including Windows 10, Windows 11, and Linux.
• Extensive application support experience with Microsoft Office 2019 and O365.
• Experience working with ticketing systems for tracking issues.

Certificates, Licenses, Professional Designations
CompTIA A+, Net+, Sec+, HDI, ITIL Foundation, MCP, or other desktop certification

Knowledge, Skills And Abilities

• Strong knowledge of computer hardware, including PCs, Servers, and Printers.
• Programming skills with ability to write simple scripts.
• Strong customer service orientation.
• Excellent verbal and written communication skills including strong interpersonal skills with ability to speak effectively in small group settings.
• Ability to identify and resolve problems in a timely manner by defining problems, troubleshooting problems, collecting data, establishing facts, and drawing valid conclusions.
• Takes initiative, follows-through and applies innovation in improving work processes.
• Ability to remain composed and exhibit professionalism in all types of situations.
• Ability to adapt to change, delays and unexpected events.
• Ability to read and interpret documents such as instructions and procedure manuals.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with co-employees within the company.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Ability to handle multiple calls within short periods of time.
• Ability to travel 10% of the time.

Physical Demands
: Ability to lift up to 10 lbs. of weight over 2/3 of the time; ability to lift up to and over 50 lbs. of weight under 1/3 of the time.

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This description covers the major purpose and essential functions of the job. It is not intended to give all details or a step-by-step account of the way each task is to be performed. Employees may receive other job-related instructions and be required to perform other job-related work requested by their manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities
.
At American Equity, our core values—
E
mpowered,
P
assion,
I
ntegrity, and
C
aring—are more than words. They guide how we support one another and how we serve our clients every day. To learn more about American Equity, our culture, and our values, visit the Careers site.

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