Service Desk/Desktop Support Technician
Service Desk/Desktop Support Technician
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Connection has a fantastic opportunity through our Technical Staffing division for a Desktop Support Technician in Urbandale IA. This is an onsite opportunity. The opportunity is based on a contract to hire model offering great benefits.
We are looking for a motivated and customeroriented Desktop Support Technician (Level 1) to join our IT Service Desk team. This role provides handson technical support for both office and field staff across our regional operations. The ideal candidate will have a cando attitude excellent interpersonal skills and the ability to resolve firstlevel technical issues efficiently in a dynamic environment.
Responsibilities
Key Responsibilities:
- Serve as the first point of contact for IT support providing timely and professional assistance to end users.
- Troubleshoot and resolve issues related to Windows workstations Microsoft 365 applications network connectivity printers and mobile devices.
- Fulfill service requests including onboarding new users setting up workstations installing software and supporting peripheral devices.
- Manage and resolve tickets assigned via roundrobin queue ensuring adherence to defined SLAs.
- Accurately document issues resolution steps and contribute to the knowledge base to support ongoing improvements.
- Escalate unresolved or complex technical issues to Level 2 or engineering teams as necessary.
- Participate in scheduled afterhours support rotation when needed.
Min
Max
Qualifications
Qualifications:
- 12 years of experience in a technical support or IT help desk role.
- Familiarity with IT ticketing systems such as Freshservice ServiceNow or similar platforms.
- Proficient in Microsoft 365 Windows OS and basic endpoint troubleshooting.
- Strong communication and interpersonal skills with a customerfirst mindset.
- Ability to prioritize tasks and work independently in a fastpaced setting.
- Associate degree in an ITrelated field or equivalent handson experience.
- Positive attitude reliability and a willingness to learn and grow within the role.
Required Experience:
IC
Employment Type
Full-Time
