IT Support Technician Level 1

Summary:

The IT Support Technician is responsible for supporting all technology-related interfaces for Landus employees and assisting the Landus IT Field Team. This role ensures a seamless IT experience by managing escalated Service Desk calls troubleshooting issues and maintaining IT systems. The technician will provide hands-on support diagnose technical problems and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within and this role provides a strong foundation for career progression in IT.

Essential Duties & Responsibilities:

Other duties may be assigned.

Service Desk & End-User Support

• Deliver in-person IT support for users in the Des Moines office.
• Set up and provide support for conference room technology before during and after in-person meetings.
• Provide IT support to Landus end users by answering Service Desk calls and actively monitoring the ticket queue.
• Work with new employees by assisting them with first time log in MFA and accessing company resources such as email Teams OneDrive etc..
• Decommission network accounts for off-boarded employees and ensure equipment is returned.
• Setup and decommission equipment including desktops laptops cell phones and iPads for new hires or the IT Field Team
• Clearly concisely and promptly document all customer interactions in the Kaseya AutoTask ticketing system.
• Ensure compliance with established service level agreements (SLAs) to meet end-user expectations.
• Proactively communicate status updates to users regarding ongoing issues.
• Build strong working relationships with Service Desk customers and department managers.
• Advocate for a seamless efficient and positive end-user experience.

Ticket Management & Escalation

• Troubleshoot and resolve technical issues; escalate tickets to Backend Development/Data or other teams as appropriate.
• Apply diagnostic tools and available resources to effectively identify root causes.
• Access and utilize software updates drivers knowledge bases and other technical resources to resolve incidents.
• Identify trends in recurring issues and collaborate with appropriate teams to reduce repeat tickets.

Hardware & User Provisioning

• Provision configure and deploy hardware and user accounts for new hires role changes and replacements.
• Prepare and configure replacement hardware for field teams.
• Decommission user accounts for offboarded employees.
• Securely prepare computers and equipment for disposal.
• Perform remote system-level support including hardware setup software installations updates backups and general system setup.

Documentation & Continuous Improvement

• Create and maintain clear documentation for technical processes troubleshooting steps and end-user self-help resources.
• Develop documentation aimed at reducing recurring issues and improving first-call resolution.
• Identify and implement process improvements that reduce ticket volume and drive overall productivity.

Position Requirements:

Education & Experience:

• A bachelors degree (B.S./B.A.) in Computer Science Information Technology or a related field is preferred.
• An associates degree in computer science or equivalent experience (1-2 years) with relevant IT certifications will also be considered.

Skills Required:

• Experience with a broad range of end-user technologies including Windows Microsoft 365 products and conference room equipment.
• Strong troubleshooting skills diagnostic abilities and customer service orientation.
• Ability to apply technical knowledge effectively to resolve IT-related problems.
• Excellent communication skills to assist and educate end users.

Certificates Licenses & Registrations:

• A valid drivers license is required as this role involves minimal travel to various locations.
• Employees must adhere to the organizations motor vehicle safety policy.
• Certifications such as CCNA MCSE MCTS or ITIL are highly desirable but not required.

Physical Requirements:

• This role involves maintaining IT equipment including transporting unpacking and installing computer systems or servers.
• The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet.
• Ability to navigate tight maintenance spaces stairs and ladders as needed.
• May require tolerance for working at heights.

Work Environment:

• The work environment includes office settings server rooms and occasional customer locations.
• Occasional exposure to high places outdoor conditions and electrical equipment.
• Noise levels are typically moderate.