Help Desk Technician (Tier 1)
Waucoma, IA | Full Time
SUMMARY:
The Help Desk Technician serves as the first point of contact for IT support within the organization. This role focuses on providing timely and effective technical assistance to end users, resolving common issues, and ensuring a positive support experience. The technician will handle routine requests such as password resets, workstation support, and device provisioning, account creation while escalating more complex issues to senior IT staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Must be capable of regular and predictable attendance
- Able to work overtime as needed; Occasional after-hours support may be required
- Able to work holidays as needed
- Serve as the primary contact for incoming IT support requests (phone, email, ticketing system)
- Troubleshoot and resolve basic hardware, software, and connectivity issues
- Perform user account management tasks in Active Directory:
- Password resets
- Account unlocks
- Group membership updates
- Provide support for Microsoft 365 applications including Outlook, Teams, and Office
- Assist users with workstation issues (Windows 11), printers, and peripherals
- Support basic network connectivity issues (Wi-Fi, VPN, general access problems)
- Manage add/move/change (AMC) requests:
- New user setup and onboarding
- Equipment deployment (laptops, phones, accessories)
- Office moves and workstation setup
- Assist with mobile device and phone provisioning and support
- Document all support activity, resolutions, and procedures in the ticketing system
- Maintain accurate inventory of IT equipment and assigned assets
- Escalate unresolved or complex issues to System Administrator or Systems Engineer
- Provide clear and professional communication to end users
- Ability to work a combination of desk-based and hand on work
- Maintain confidential information
- Performs other duties as needed and/or assigned
QUALIFICATIONS:
- 1–3 years of experience in a Help Desk or technical support role (or equivalent experience)
- Basic understanding of:
- Windows operating systems (10/11)
- Active Directory user management
- Networking fundamentals (IP, DNS, DHCP basics)
- Experience with Microsoft 365 (Outlook, Teams, Office apps)
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication skills
- Self-motivated with the ability to follow directions, complete time-sensitive tasks, and meet deadlines with minimal supervision.
KEY TRAITS FOR SUCCESS:
- Organized and detail-oriented as this is a fast-paced, user-facing support role
- Able to prioritize and manage multiple requests
- Willingness to learn and grow within IT
WORK ENVIRONMENT:
The work environment and physical characteristics are representative of those that an employee encounters while performing the essential functions of this position.
BENEFITS:
Health, Life, Short & Long term Disability, Dental, Vision, 401(k), Flex Spending Plan, Wellness Program, EAP, Paid Holidays, Paid Vacations, Paid Sick Days, Competitive Wage and Great People to work with!
EEO- Pre-Employment Drug Test and Post-Offer Physical
