Help Desk Technician, Full Time

Serves as a point of contact for the initial call and troubleshooting of IT related support items.

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, printer, network, and access-related issues.
• Provide remote and in-person support to restore user productivity as quickly as possible.
• Reset passwords, unlock accounts, and assist with basic user account and access requests.
• Install, configure, and maintain workstations, peripherals, standard applications, and mobile devices.
• Escalate unresolved or complex issues to the appropriate technical team and follow through to closure.
• Create and update support documentation for recurring issues.
• Educate users on proper system use, security practices, and basic troubleshooting steps.
• Absorb and document issues, root causes, troubleshooting steps, and resolutions accurately in the ticketing system.
• Absorb and document issues, root causes, troubleshooting steps, and resolutions accurately in the ticketing system.
• Assist with inventory tracking, device deployment, and equipment replacement activities.
• Monitor recurring incidents and communicate trends or service risks to IT leadership.
• Takes part in on call rotation providing support after hours and assigned weekends.

Essential Functions:

• Assists in performing other IT related duties as directed.

Requirements

• Associate’s degree in information technology or related field preferred.
• Must have the ability to work with a variety of computer-related equipment and applications.
• Must possess excellent customer service skills.
• Ability to troubleshoot various computer hardware and software related issues. CompTIA A+ Certification is preferred.
• Experience in user setup and configuration is preferred.
• Experience with Microsoft 365 preferred.
• Must possess the ability to teach and train end-users.
• Must have excellent written and oral communication skills.
• Must be able to read, speak, and write fluent English.
• Must be able to work in a team setting.

Wage commensurate with experience. Excellent benefits including Iowa Public Employees Retirement System (IPERS) benefits.

1 FTE. Day shift, with on-call every 3rd week.