Help Desk Analyst

Saige Partners•Ankeny, IA

20h•Onsite

About The Position

Our client located in Ankeny, Iowa is seeking to add a NEW Desktop Support Technician to their team. This is a Contract To Hire role. This role serves as the first point of contact for IT support via phone, email, and chat. The technician will log, track, and manage all incidents and service requests in the IT Service Management (ITSM) system. Responsibilities include troubleshooting and resolving end-user issues related to hardware, software applications, and mobile devices, providing timely resolution of requests while meeting service level expectations, and escalating complex issues to appropriate IT support teams when necessary. The role also involves maintaining strong communication with end users, following established IT policies and compliance guidelines, identifying recurring issues, recommending process improvements, and delivering excellent customer service.

Requirements

Associate’s degree in Computer Science, Information Systems, or related field, or equivalent work experience
Strong customer service skills with experience supporting internal end users
Working knowledge of: Microsoft Windows desktop and server operating systems, Microsoft Office Suite, Computer hardware, printers, and mobile devices
Ability to multitask and shift priorities in a fast-paced environment
Strong verbal and written communication skills
Team-oriented mindset with a professional and positive attitude

Nice To Haves

Experience in a banking or financial services environment
IT certifications such as: CompTIA A+
ITIL Foundation
Experience using an IT Service Management (ITSM) tool (e.g., ServiceNow or similar)

Responsibilities

Serve as the first point of contact for IT support via phone, email, and chat
Log, track, and manage all incidents and service requests in the IT Service Management (ITSM) system
Troubleshoot and resolve end-user issues related to: Hardware (desktops, laptops, printers, peripherals), Software applications and Microsoft Office products, Mobile devices and connectivity issues
Provide timely resolution of requests while meeting service level expectations
Escalate complex issues to appropriate IT support teams when necessary
Maintain strong communication with end users throughout the lifecycle of each ticket
Follow established IT policies, procedures, and compliance guidelines
Identify recurring issues and recommend process improvements
Deliver excellent customer service to all internal users across multiple locations