Desktop Support Specialist

Athene • West Des Moines, IA

3d

About The Position

We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations. Purpose: Athene is seeking a Desktop Support Specialist to join our dynamic, customer-focused IT team. This role is essential to delivering a seamless and reliable technology experience for employees across multiple locations. You will provide high-quality support for hardware, software, and mobile devices while maintaining excellent communication, timely resolution, and a strong commitment to service excellence. The ideal candidate is proactive, solutions-oriented, and passionate about creating positive outcomes for both business partners and IT users.

Requirements

• Bachelor’s degree preferred, or an equivalent combination of education and relevant work experience (high school diploma required).
• 1+ years of experience in an IT support or desktop support role preferred.
• Strong experience troubleshooting PC hardware and software issues across laptops, desktops, and mobile devices.
• Working knowledge of Windows 10 required.
• Strong analytical and problem-solving capabilities, paired with excellent communication skills and a customer-first approach in a fast-paced, service-oriented environment.

Nice To Haves

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Responsibilities

• Provide hands-on technical support for PC hardware, software, mobile devices, and related technologies across Athene locations.
• Resolve incidents and service requests within established SLAs, ensuring accurate, thorough, and timely ticket documentation.
• Deliver an exceptional customer experience, demonstrated through effective problem resolution and positive user feedback.
• Install, configure, test, maintain, and troubleshoot hardware, software, and mobile technologies to meet business needs.
• Complete and document break/fix activities and move/add/change requests in accordance with company standards and processes.
• Identify recurring issues, escalate when appropriate, and recommend improvements to enhance service quality and efficiency.
• Document solutions and contribute to the IT knowledge base to support continuous improvement and team effectiveness.
• Communicate incident status, risks, and operational impacts clearly and professionally to stakeholders.
• Participate in a 24/7 on-call rotation, including providing support for VIP users as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees