Help Desk

Demco Mfg•Boyden, IA

About The Position

The Help Desk position serves as the primary point of contact for day-to-day IT support at Demco. It provides timely, professional support to employees, resolves common hardware, software, access, printing, and connectivity issues, and ensures requests are documented and managed. The role handles first-level troubleshooting and resolution and escalates issues requiring additional IT expertise. The position also supports user and device administration, cybersecurity practices, documentation and knowledge management, and IT projects and deployments. It provides support to employees at all Demco locations and works with the System Admin Specialist and System Administrator.

Requirements

Working knowledge of Windows 10/11, Microsoft 365 applications, common workstation hardware, printers, scanners, phones, and peripheral devices.
Basic understanding of Active Directory, user accounts, groups, permissions, password resets, MFA, and Microsoft 365 account administration.
Basic knowledge of TCP/IP networking, wired and wireless connectivity, VPNs, and common network troubleshooting concepts.
Experience using or ability to learn ticketing/IT service-management systems, remote-support tools, endpoint tools, and equipment inventory processes.
Strong troubleshooting and problem-solving skills, including the ability to follow documented procedures and recognize when escalation is appropriate.
Strong customer-service, written communication, verbal communication, prioritization, and organizational skills.
Ability to work with employees at different technical skill levels and explain solutions in clear, practical terms.
Ability and willingness to learn new technologies and develop additional system, network, security, and business-application skills.
Pre-employment drug screening required.

Nice To Haves

Experience supporting users in a manufacturing, multi-site, or Microsoft 365 environment.
Experience with endpoint deployment, device inventory, onboarding/offboarding, and user-account administration.
One or more years of IT support, help desk, desktop support, or comparable customer-facing technical experience preferred; equivalent technical training or demonstrated experience will be considered.
Associate's degree, technical diploma, or coursework in Information Technology, Computer Science, Networking, or a related field preferred; an equivalent combination of education, certifications, and relevant experience will be considered.

Responsibilities

Serve as the primary contact for employee IT support requests.
Troubleshoot workstation, laptop, monitor, docking station, printer, scanner, phone, and peripheral issues.
Support Microsoft 365 applications and other commonly used business applications.
Troubleshoot basic network, wireless, VPN, and connectivity issues.
Assist employees with password, MFA, account, and access issues.
Provide support to employees at all Demco locations.
Monitor and manage the IT help desk ticket queue.
Document issues, troubleshooting performed, and final resolutions accurately.
Prioritize requests based on business impact and urgency.
Communicate status and expected next steps to users.
Escalate issues when additional technical expertise is required.
Identify recurring support issues and bring them to the IT team for permanent resolution.
Assist with employee onboarding, transfers, and offboarding.
Configure and deploy computers, monitors, phones, printers, and other technology.
Install approved applications and maintain standard workstation configurations.
Maintain accurate computer, peripheral, and equipment inventory.
Assist with user accounts, groups, permissions, and Microsoft 365 administration within established procedures.
Follow established cybersecurity policies and procedures.
Assist employees with MFA and other security technologies.
Recognize and escalate suspicious emails, malware, account activity, and other potential security events.
Help educate employees on safe and appropriate use of company technology.
Create and maintain documentation for common support issues and procedures.
Develop repeatable processes for common Help Desk activities.
Maintain accurate records of equipment assignments and system changes.
Share recurring issues and solutions with the IT team.
Assist the System Admin Specialist and System Administrator with projects and deployments.
Participate in workstation replacements, software deployments, equipment upgrades, and other IT initiatives.
Develop technical skills through cross-training with other IT team members.