Position Summary

The Help Desk Support Technician provides technical support to users in an efficient and customer-service oriented manner. This role is the organization’s front-line in responding to and solving technical problems, as well as providing support in many other areas of the business. This position requires occasional travel to off-site locations in the greater Des Moines area and remote locations.

Essential Duties and Responsibilities

• Provides first level contact and conveys resolutions to internal customer issues and requests.
• Manages ticketing and queues for the Help Desk, providing exceptional support and resolution times.
• Follows up with customers, provides feedback, and sees problems through to resolution.
• Tracks, routes, and redirects problems to correct resources.
• Diagnoses computer hardware, mobile devices, copiers, printers, software, 3^rd party technology, and network connectivity issues including LAN, WAN, and VPN access.
• Assists with application provisioning and deployment of new technology equipment to end-users and new staff.
• Ensures company-related technology equipment is properly maintained and operational.
• Maintains company-related technical orientation and training programs.
• Implements and maintains company-related technology inventory (hardware, software, and licensing.)
• Other duties as assigned.

Requirements

• Associate degree in computer science or related technology field.
• Two years’ minimum experience in the information technology field.
• Proficiency in Microsoft Office / Office 365 and application support experience.
• Experience with operating systems, including Microsoft Windows, MacOS, iOS, Android, and Linux.
• Working knowledge of basic computer networking. (LAN, WAN, VPN)
• Working knowledge of computer hardware (Desktops, laptops, tablets, workstations, etc.)
• Strong work ethic and ability to thrive in a fast-paced learning environment to quickly acquire new skills.
• Must have a valid driver’s license, a reliable vehicle to perform various help desk tasks and proof of liability insurance.
• Ability to lift at least 25 pounds.
• Ability to absorb and retain information quickly.
• Ability to Provide excellent customer service in both written and oral communication.
• Ability to plan and organize daily schedules while meeting company deadlines and service levels.
• Ability to work in a team-oriented, collaborative environment.

Success Factors

• Advanced troubleshooting skills.
• Ability to multitask, prioritize, and meet deadlines under pressure.
• Demonstrate strong ability to document and follow processes and procedures.
• Outgoing personality with the ability to be flexible and interact with all levels of management and staff.