Desktop Support Specialist I or Desktop Support Specialist II

About the role

The position is located at the Corporate Office in Cedar Rapids, Iowa. Candidates must live in or within a commutable distance to Cedar Rapids, or willing to relocate.

Responsibilities

• Assist end users with basic break/fix troubleshooting and hardware/software issues.
• Aid with basic account management tasks (e.g., user rights, distribution groups, permissions).
• Deploy phone, laptops, and peripherals using preconfigured images and standard installation procedures, and install hardware/software to meet end user requirements.
• Support equipment moves, adds, and changes following established procedures.
• Provide basic support for mobile devices including configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.
• Aid with the management of the printer and copier fleet including configuration, working with vendors for maintenance and repairs, maintaining the required supplies, and troubleshooting end user setup issues.
• Perform basic system maintenance such as software installations, driver updates, and hardware checks.
• Support new employee onboarding by setting up equipment and delivering basic IT orientation (email, security, policies).

Qualifications

Desktop Support Specialist I

• High School diploma or equivalent required.
• 0-2 years of desktop support or related IT experience.
• Basic knowledge of PC desktop hardware, software, and peripheral equipment.
• Basic understanding of PC troubleshooting and imaging processes.
• Basic knowledge of patch management in a Microsoft windows environment.
• Familiarity with backup systems and basic file restore procedures.
• Basic understanding of Active Directory and user account management.
• Basic knowledge of PowerShell scripting.
• Valid driver’s license required to facilitate onsite support at various locations.

Desktop Support Specialist II

• All requirements for a level I.
• At least 3 years of relevant hands-on IT support experience (in similar roles such as Desktop Support, IT Help Desk).
• Proven problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Demonstrated expertise in desktop hardware, software, and peripheral troubleshooting.
• Experience in PC imaging, deployment, and support within a Windows-based enterprise environment.
• Proficiency in desktop operating systems including Windows 10/11; macOS experience is a plus.
• Working knowledge of Active Directory, Group Policy Objects (GPOs), and enterprise-level applications.
• Familiarity with Microsoft 365 services, including Outlook, Teams, and SharePoint.
• Hands-on experience with remote desktop support tools.
• Experience with enterprise software deployment platforms to package, schedule, and remotely install applications across a distributed desktop environment.
• Valid driver's license required; occasional travel to satellite offices may be needed.
• Hands-on experience with IT service management (ITSM) platforms and ticketing systems (e.g., ServiceNow, Freshservice, or Jira).

Benefits

• Competitive pay
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation, holidays, and sick days)
• Company-provided tools, uniforms, and vehicle for field roles
• Employee discounts on services and partner programs
• Wellness and employee assistance programs