Desktop Support Specialist

ImOn Communications, LLC • Cedar Rapids, IA

3d • Onsite

About The Position

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Desktop Support Specialist, you will serve as a front-line, internal customer-facing representative responsible for responding to Help Desk tickets, resolving routine technical issues, and supporting end users with hardware, software, and peripheral setup. This role is available as either a Desktop Support Specialist I or Desktop Support Specialist II.

Requirements

• High School diploma or equivalent required.
• 0-2 years of desktop support or related IT experience (for Level I).
• Basic knowledge of PC desktop hardware, software, and peripheral equipment.
• Basic understanding of PC troubleshooting and imaging processes.
• Basic knowledge of patch management in a Microsoft windows environment.
• Familiarity with backup systems and basic file restore procedures.
• Basic understanding of Active Directory and user account management.
• Basic knowledge of PowerShell scripting.
• Valid driver’s license required to facilitate onsite support at various locations.
• At least 3 years of relevant hands-on IT support experience (in similar roles such as Desktop Support, IT Help Desk) (for Level II).
• Proven problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Demonstrated expertise in desktop hardware, software, and peripheral troubleshooting.
• Experience in PC imaging, deployment, and support within a Windows-based enterprise environment.
• Proficiency in desktop operating systems including Windows 10/11; macOS experience is a plus.
• Working knowledge of Active Directory, Group Policy Objects (GPOs), and enterprise-level applications.
• Familiarity with Microsoft 365 services, including Outlook, Teams, and SharePoint.
• Hands-on experience with remote desktop support tools.
• Experience with enterprise software deployment platforms to package, schedule, and remotely install applications across a distributed desktop environment.
• Valid driver’s license required; occasional travel to satellite offices may be needed.
• Hands-on experience with IT service management (ITSM) platforms and ticketing systems (e.g., ServiceNow, Freshservice, or Jira).

Nice To Haves

• Familiarity with basic server hardware and network equipment concepts
• Industry certifications such as CompTIA A+, Microsoft Certified: Endpoint Administrator Associate, Azure Fundamentals (AZ-900), or ITIL Foundation.
• Experience with mobile device management (MDM) solutions (e.g., Intune).
• Knowledge of endpoint security practices and tools (e.g., antivirus, encryption, vulnerability remediation).
• Basic understanding of ITIL principles and how they apply in a support environment.
• macOS experience

Responsibilities

• Assist end users with basic break/fix troubleshooting and hardware/software issues.
• Assist with basic account management tasks (e.g., user rights, distribution groups, permissions).
• Deploy phone, laptops, and peripherals using preconfigured images and standard installation procedures, and installing hardware/software to meet end user requirements.
• Support equipment moves, adds, and changes following established procedures.
• Provide basic support for mobile devices including configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.
• Assist with the management of the printer and copier fleet including configuration, working with vendors for maintenance and repairs, maintain the required supplies, and troubleshooting end user setup issues.
• Perform basic system maintenance such as software installations, driver updates, and hardware checks.
• Support new employee onboarding by setting up equipment and delivering basic IT orientation (email, security, policies).
• Provide support for end-users, including diagnosing and resolving hardware, software, and network-related issues.
• Troubleshoot and resolve complex desktop problems across various operating systems and applications.
• Manage IT service desk tickets while assisting with workload prioritization.
• Manage changes related to physical and logical access by granting access and permissions based on security requirements.
• Deploy telephone, computing, and peripherals by building images, managing configuration templates, and installing hardware/software to meet end user requirements.
• Utilize deployment systems for PC imaging, application deployment, and patch management delivery.
• Mobile device management including device configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.

Benefits

• Competitive pay
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation, holidays, and sick days)
• Company-provided tools, uniforms, and vehicle for field roles
• Employee discounts on services and partner programs
• Wellness and employee assistance programs
• Structured advancement with company-supported certifications.
• Comprehensive onboarding and ongoing learning to help you build technical and leadership skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED