Field Operations Desktop Support

About the role

This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to the operating environment. This is a field-based operations support role requiring support for field plants in Ames, IA and surrounding locations. Due to the nature of this critical support role, on-call and overtime may be required.

Responsibilities

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, and Video Conferencing systems.
• Daily support to field locations in the surrounding area, requiring extensive travel and some overnight stays.
• Ensure consistent processes, procedures, and technologies are utilized across the enterprise environment.
• Follow direction provided by team leads and managers of different products and towers.
• Document recurring issues in the Knowledge Base.
• Document in detail case status and tasks/work completed with end users in the ITSM system.
• Responsible for racking and stacking of physical devices.
• Install new ethernet cabling (mass cabling requirements to be handled through a vendor).
• Basic networking troubleshooting skills.
• Perform MACD (move, add, change, delete) activities for end user LAN and voice devices.
• Connect to device console and share screen through Microsoft Teams/Webex.
• Follow the critical incident process.
• Follow required safety protocols and complete regular trainings on safety and compliance.

Requirements

• 5 years combined experience in IT field technologies.
• Proficiency in supporting the following technologies:
  • Mobile Device Management and Mobile Web Apps, iOS, etc.
  • Active Directory Administration.
  • Windows 10 Operating System advanced troubleshooting; proficient using Windows registry.
  • Microsoft Office 365 support and advanced troubleshooting.
  • Hardware troubleshooting with the ability to pinpoint hardware vs. software issues.
  • General knowledge/troubleshooting for Macs.
  • General knowledge/troubleshooting for Networking.
  • General knowledge of Microsoft Intune.
  • Printers.
  • Video Conferencing system support.
  • Understand and troubleshoot Azure MFA.
  • Desktop imaging.
• Strong customer service skills.
• Analytical & Problem-Solving Skills:
  • Demonstrated ability to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them.
  • Demonstrated ability to develop and communicate a compelling business case for the use of IT through strong understanding of business drivers and opportunities.
  • Demonstrated ability to see the bigger picture and denote how processes/tools will impact other processes/tools.
  • Ability to communicate with transparency the impact and risks with mitigation.

Preferred Qualifications

• Support Certifications, desired:
  • Microsoft Certified Professional.
  • Microsoft Certified Technology Specialist.