Information Technology Service Desk

We are currently seeking an onsite Service Desk Technician in Des Moines, IA for a full-time, permanent role. The Service Desk Technician provides technical expertise and guidance in supporting end-user problems with desktops, laptops, servers, peripherals, telecommunications, the mainframe, applications, and hardware.

Hours: Monday thru Friday, 8am to 5pm

Environment: Onsite office environment, providing phone/remote support

Responsibilities:

• Assist in responding to end-users' inquiries regarding technology issues.
• Includes incident recognition, research, isolation, and follow-up steps for first and second-tier issues.
• Use incident management database and technology resource center systems.
• Support most endpoint devices of the MidAmerican Energy Company network.
• Recommend system modifications/configurations to reduce user problems.
• Perform system administration, including managing the life cycle of network accounts, permissions, access control lists, folders, etc., for requests, first day services, intra-day transfers, and last day ensuring account security procedures are implemented and enforced, including code/standards of conduct.
• Support and administer audio, video, and web conferencing.
• Provide IT-related employee communications to the company or affiliates.
• Provide training/presentations to end-users on a regular basis on various aspects of technology and its application in the company.
• Recommend system modifications to reduce user problems.
• Consult with other information technology personnel to coordinate activities related to testing and implementing new technology.
• Be a key participant in user testing, implementing, document creation, and communication for the information technology department and the end-user.
• Maintain the information technology outage request database.
• Create and present various reports to management regarding department metrics, benchmarking information, audit and compliance, or ad hoc reports as requested.
• Provide after-hours support and perform any additional responsibilities as requested or assigned.

Qualifications:

• Two-year degree in information technology, computer science, or equivalent work experience.
• A minimum of one year of additional direct related technical experience is required.
• Basic related IT experience.
• Basic knowledge of client/server, network, mainframe, and applications environment.
• Microsoft Certified Systems Administrator within 12 months of hire or equivalent work experience.
• Demonstrated aptitude in moderate problem solving.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Availability for on-call responsibilities on a rotating basis.
• Employees must be able to perform the essential functions of the position, with or without an accommodation.