Employee Support Technician

COMPANY SUMMARY

Kingland develops premium, innovative enterprise software for some of the world’s most integral companies. Our products and solutions enable the largest banking & capital markets and public accounting firms to use and manage data better. Our clients support the foundation of the global financial system, helping to ensure fairness, honesty, and transparency on a global stage. We help by solving their complex data problems, and connecting and protecting their critical information. We take pride in our reputation for serving our clients like no one else can.

While we work with clients from all over the world, our unique story began in Clear Lake, Iowa in 1992. To this day, we hold true to our core values of authenticity, excellence, ownership, and creativity – these have been instilled into our culture and remain a key part of how we operate and do business. We provide exceptional opportunities for each of our team members to learn and grow their skills and careers, while also offering flexibility and balance because we recognize that enjoying life and family is a priority. At Kingland we allow employees to “live locally and work globally” by offering many positions the choice of a remote, hybrid, or in-person work approach.

Kingland is growing. We continue to seek individuals with unique skill sets and the desire to work on mission-critical projects in a collaborative and rewarding environment. Explore all the ways that you can join our team of talented individuals and launch yourself into an exciting new adventure at Kingland.

POSITION SUMMARY | Employee Support Technician

The Employee Support Technician is responsible for the timely investigation and resolution of issues that affect end user workstations, software, printers, network, and telecommunications devices. They play an integral role to remove technology roadblocks so that employees are able to work effectively. They communicate directly with Kingland employees to investigate and resolve reported items, and ensure that the appropriate response actions and communication occurs for all reported issues. They proactively identify and address user security and technology items that may cause disruptions if not addressed in a timely manner.

RESPONSIBILITIES AND DUTIES | Employee Support Technician

• Diagnose and resolve user-related software and hardware issues, including operating systems (Windows and Mac) across a range of software applications, network, and telecommunications systems
• Take ownership of issues by performing problem analysis, implementing temporary or permanent fixes with the aim of restoring service to the employee/customer as soon as possible and in alignment with established change control processes; escalating incidents to others where necessary
• Control and manage the network access of users according to established policies, processes, and procedures
• Configure, implement, and support end user hardware and software, including meeting room technology and phone system configurations.
• Actively participate in incident handling, asset management, software license management, change management, and assessment activities
• Operate and maintain monitoring of supported hardware and applications, and analyze and communicate monitoring results of those items
• Create, maintain and publish relevant support documentation in order to assist others in the quick resolution of their requests and enable users to become more self-sufficient
• Stay informed and aware of information that is disseminated through various means within the company and team
• Actively uphold the visual expectations of the organization by maintaining shared spaces such as workspaces, offices, meeting rooms, and storage spaces

POSITION REQUIREMENTS | Employee Support Technician

• 3-5 years of experience in a related role required
• Bachelor’s degree in Computer Science, Management Information Systems, or Computer Engineering preferred
• Eager to learn to investigate and remediate issues affecting end user workstations, software, network, and telecommunication systems
• Able to prioritize work, manage changing priorities, and perform under pressure to meet SLA’s.
• Able to think critically
• Able to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Able to demonstrate practical troubleshooting and problem analysis techniques
• Attentive to detail
• Ability to travel to Clear Lake and Ames, Iowa office locations, as well as additional travel as required by business and client needs

BENEFITS

Kingland has a suite of world class benefits and perks. Because we understand that each team member is unique, we offer generous and flexible health and welfare, wellness, lifestyle, and total rewards benefits that are carefully picked and well designed. We are authentic in our commitment to providing team members with an exceptional experience and work hard to ensure that each individual feels valued and supported in their role, and can advance their career through development plans and growth opportunities. Visit Kingland.com/Careers for additional details!

LOCATION

• This position will be based out of our modern office locations in our Ames, Iowa or Clear Lake, Iowa