Help Desk

Demco•Boyden, IA

14h

About The Position

The Help Desk position serves as the primary point of contact for day-to-day IT support at Demco. The role provides timely, professional support to employees, resolves common hardware, software, access, printing, and connectivity issues, and ensures support requests are documented and managed. It owns first-level troubleshooting and resolution and escalates issues when additional IT expertise is required. The position supports employees at all Demco locations and assists with user and device administration, security practices, documentation, and IT projects.

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 is 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.
At least 1 year of IT support, help desk, desktop support, or comparable customer-facing technical experience; 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; 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, peripheral, Microsoft 365, business application, network, wireless, VPN, and connectivity issues.
Assist employees with password, MFA, account, and access issues.
Monitor and manage the IT help desk ticket queue; document issues, troubleshooting, and resolutions; prioritize requests; communicate status and next steps; and escalate issues when appropriate.
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 records.
Assist with user accounts, groups, permissions, and Microsoft 365 administration within established procedures.
Follow cybersecurity policies and procedures; assist with MFA and other security technologies; recognize and escalate potential security events; and help educate employees about safe use of technology.
Create and maintain documentation for common support issues and procedures, develop repeatable Help Desk processes, and 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; and cross-train with IT team members.