IT Service Desk Tech 1

Principal Financial Group•Des Moines, IA

14h•Hybrid

About The Position

We are seeking a hard-working individual to log, diagnose and resolve intermediate to advanced computer-related calls! You may receive high-priority calls from executives and their support staff or coordinate the selection, roll-out and initial set-up and maintenance/repairs of desktop hardware and/or software. Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!

Requirements

High school diploma or equivalent required
4-6 years related work experience required
Advanced technical PC skills including knowledge of operating systems, networking and/or hardware required
Must be detail oriented and have strong communication, customer service, analytical and problem-solving skills
Ability to maintain confidentiality is essential
May be required to provide on-call support

Nice To Haves

Computer-related designation or certification preferred

Responsibilities

Troubleshoot and identify complex problems, determine solutions or escalation path to specialized teams.
Answer questions, research problems, implement and document solutions and follow-up with business partners or team. May need to be available to executives for both business and home/personal technical needs.
Ensure timely resolution or response to trouble calls to minimize impact on customer's daily activities.
Research, test and install hardware/software in accordance with established procedures and guidelines.
Configure, install and maintain complex PC-related hardware and software, in accordance with established procedures and guidelines, and provide instruction/education to PC users in adapting new systems.
Develop documentation for troubleshooting or applications and lead the training for team members and business partners.
Monitor applicable systems and communicate issues.
Identify trends and ensure systems are available and operational to keep overall downtime to a minimum.
Review existing procedures to ensure that network customers are receiving appropriate assistance when reporting problems.
May serve as technical expert on computer related projects and requests including testing applications, evaluating software and establishing procedures for hardware.
Perform other job-related duties or special projects as required.