Great America Leasing Corporation Systems - Information Security Support Specialist (Cedar Rapids, IA) in Cedar Rapids, Iowa
Systems - Information Security Support Specialist (Cedar Rapids, IA)
About GreatAmerica:GreatAmerica is a national commercial equipment finance company dedicated to helping manufacturers, vendors and dealers be more successful and keep their customers for a lifetime. While GreatAmerica has grown to more than 600 team members, our entrepreneurial spirit remains and endless opportunities lie ahead. We have experienced unparalleled year over year growth since our founding in 1992. GreatAmerica is structured in cross functional teams that allow individuals to make informed decisions that benefit the company and our customers. There is no doubt in our minds we are building the greatest company of its kind, offering the finest products and services available anywhere. When you are part of the GreatAmerica team, you are part of the future, part of an opportunity to grow professionally and to reach your potential while enjoying your work.Position SummaryThis position is a shared resource between the GreatAmerica Service Desk and the Enterprise Security Team. This role provides front-line IT support for GreatAmerica employees. The focus of the work is resolving user related incidents and serving as a Tier II escalation resource for the Service Desk. In addition, the role will be responsible for the day to day operation of information security solutions designed to ensure the confidentiality, integrity, and availability of GreatAmerica information assets. The position will be charged with the identification, investigation and resolution of security incidents detected by information security systems, reported by team members, or identified through internal or third party findings.Essential Functions – Service Desk:• Thoroughly investigate all user related incidents by employing a combination of active listening, responsive inquiry, troubleshooting steps, technical analysis, research, and remediation efforts.• Work closely with users to understand the impact and urgency of each incident• Communicate technical information to users in laymen’s terms.• Adhere to the established parameters for ticket documentation and escalation.• Interact with, and support, users through a combination of remote control tools, phone calls, email, service management platform, and desk-side support.• Resolve incidents with known solutions, as documented in the knowledge base.• Regularly communicate with users about the status of their incidents.• Serve as a Tier II escalation resource for the Service Desk• Maintain and update the IT Knowledge Base• Manage Service Desk related projects. Delegating and working with Tier I Service Desk Staff to ensure completion.• Serve as a support resource for Tier I staff on service requests and when applicable assist in completion.• Perform the following duties, on behalf of the Infrastructure team:• Install, upgrade, and repair endpoint equipment and productivity applications. Including equipment used in both daily operations and business continuity capabilities.• Execute physical / desk moves of endpoint equipment.• Dispose of surplus hardware securely.• Perform the following duties, on behalf of the Applications team:• Install, upgrade, and repair line-of-business applications on endpoints.• Perform the following duties, on behalf of the Tech Operations team:Information Security Support Specialist Updated: 3/23/21• Investigate alerts submitted to the ticketing system, determine if action is required, and assign the work to the appropriate IT work group.• Assist Service Desk Leader in maintaining and developing training curriculum for the various roles on the Service Desk• Educate users on the basic use of endpoint hardware and productivity applications.Essential Functions – Security Solution Administration:• Support and contribute to the overall company information security posture• Perform daily administrative tasks related to all in-scope information security solutions.• Perform daily operational real-time monitoring and analysis of security events from all in-scope information security solutions.• Maintain up-to-date knowledge of the Information Security industry, including awareness of new or updated security solutions, improved security processes and the development of new attacks and threat vectors.• Participate in the development and maturity of security operations processes.• Assist with security control testing and verification.• Escalate identified issues to leadership in a timely mannerEssential Functions – Information Security Incident Management:• Assists with containment of threats and remediation of information security incidents during or after an incident.• Provide security related on-call emergency support, as defined by standard operating procedures. • Performs post-mortem analysis with logs, network traffic flows, and other recorded information to identify intrusions by unauthorized parties, as well as unauthorized activities of authorized users• Utilizes the documentation of a predetermined set of instructions or procedures to detect, respond to, and limit consequences of a malicious cyber-attack.Essential Functions:• Record time entries associated with all work.• Maintain the cleanliness and organization of the IT work / storage areas.• Effectively communicate with teammates to ensure the Service Desk has adequate coverage to support the GreatAmerica user community.• Continually invest in your own technical education in order to keep relevant skills and knowledge current.• Other duties as assigned.• Above all else, strive to deliver the GreatAmerica Experience with every interaction
Competencies:For all GreatAmerica team members: Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability, Organized, Analytical, Research Skills, Detail Oriented, Tactful, Training, Problem SolvingFor this position: Detail oriented, problem solver, troubleshooting, risk mitigation, passion for security learning, self-motivated, organized, achiever, empathetic, team oriented, solution driven, ability to multi-task, customer conflict resolution, business acumen, judgment, leadership, relationship buildingEducation:Associate’s degree related to information security or information systems is preferred, but not required. Experience in information security system administration may be substituted for the requisite education.Certifications• GIAC Security Essentials Certification (GSEC) or CompTIA Security+ preferred, but not required.Experience:• 1 – 2 years relevant IT experience preferred.• Working technical knowledge of Microsoft Windows, Mac OS, and Active Directory.• Hands-on experience troubleshooting endpoint hardware.• Experience supporting productivity applications such as Microsoft Word, Excel, and Outlook.• Experience supporting line-of-business applications.• Excellent knowledge of technology environments, including information security elements.• Demonstrated ability to apply IT in solving security problems.• Knowledge of applicable laws and regulations as they relate to security• Ability to operate tools needed to repair and upgrade endpoint hardware and peripherals.• Ability to read, understand, and accurately follow technical manuals and procedural documentation.Physical: Lift 50 poundsGreatAmerica Service Desk Hours of Operation:• Standard Hours: 8:00 am - 5:00 pm• Last business day of the month: 7:00 am – 7:00 pm• Collectively, the Help Desk staff is accountable to provide coverage during these windows each business dayApplication InstructionsTo apply for this position, please follow the online application process at www.greatamerica.com/careers. Be sure to fully complete the form, including your resume, and complete the Predictive Index assessment.