Help Desk Technician

Job Overview:
The Tier 1 Helpdesk Technician will provide first-line technical support to our clients' end users. This role involves troubleshooting a wide range of software, hardware, and networking issues, resolving common IT problems, and escalating more complex issues to higher-tier support staff. The ideal candidate will have excellent communication skills, a customer-first mindset, and a foundational understanding of IT systems.

Key Responsibilities:

• Provide technical assistance and support to end users via phone, email, or remote control for a variety of software, hardware, and networking issues. Including but not limited to: password resets, software installation, and general IT-related inquiries.
• Troubleshoot and resolve common issues related to operating systems, applications, hardware devices, and connectivity.
• Log and document issues, solutions, and support requests in the ticketing system for tracking and follow-up.
• Escalate unresolved issues to Tier 2 or higher support teams with clear documentation and context.
• Maintain and update company documentation for common issues and solutions.
• Ensure customer satisfaction through timely and professional support, adhering to SLAs (Service Level Agreements).
• Follow up with end users to ensure successful resolution of issues.
• Participate in regular training to stay up to date with new technologies and company-specific IT tools and systems.
• Prepare new PCs for sale which includes running updates, removing bloatware, activating Office suites and security suites, and installing management products
• Occasionally perform Depot-Repair on systems brought in for service
• Monitor security suites and act upon alerts

Qualifications:

• High school diploma or equivalent; relevant certifications (e.g., CompTIA A , ITIL Foundation) preferred.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong communication skills, both verbal and written, with the ability to interact with users in a clear and professional manner.
• Problem-solving skills with attention to detail.
• Ability to manage multiple tasks simultaneously.
• Experience with Microsoft Office suite and Windows operating systems.
• Experience with Watchguard Security Products preferred.
• Prior customer service experience or helpdesk experience is also preferred.

Physical and other Requirements:

• Ability to sit or stand for extended periods of time during the workday.
• Some lifting of computer equipment or peripherals may be required.
• Must be fingerprinted.
• Must be able to pass FBI/CJIS Background check.
• Must certify CJIS level 4 annually.

Benefits:

• Access to SEP (retirement) contributions after 1 year of continuous employment
• Position can recieve performance bonus
• 1 week paid time off after 30 days probation
• 2 weeks paid time off per year accrued on employment anniversary
• On-Site Fitness Center (available with liability waiver)
• Full Kitchen on site
• Room for advancement in a growing company

Job Types: Full-time, Permanent

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule
• Life insurance
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

Location:

• Des Moines, IA 50310 (Preferred)

Ability to Commute:

• Des Moines, IA 50310 (Required)

Ability to Relocate:

• Des Moines, IA 50310: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $24