Senior Frontline Technician
About The Position
Dymin Systems is a managed service provider based in Urbandale, Iowa, delivering IT support, infrastructure, and security services to businesses across Central Iowa since 2001. The Senior Frontline Technician joins the Frontline team and independently investigates unfamiliar user and endpoint problems within existing client environments, identifies likely causes, and resolves issues within approved operational boundaries. The role owns complex frontline tickets involving Windows profiles, persistent Microsoft 365 issues, SharePoint and OneDrive, permissions, and endpoint remediation. It also includes basic server and network administration when authorized, coaching frontline colleagues, improving knowledge articles, and coordinating with clients and other teams through resolution. All Dymin technical roles work directly with clients and record their work in the service-management system. The role may participate in paid on-call coverage based on business needs and readiness. Dymin evaluates candidates on demonstrated ability and judgment. Time in role, a degree, and certifications are not fixed requirements. The role involves extended computer use, sitting, client calls, and written and verbal communication.
Requirements
- Strong troubleshooting and root-cause analysis across Windows endpoints and Microsoft 365.
- Confident client communication, clear ticket documentation, and sound judgment about business impact and risk.
- Demonstrated ability to work tickets independently from intake through resolution.
Responsibilities
- Independently investigate unfamiliar user and endpoint problems in existing client environments, identify likely causes, and resolve issues within approved operational boundaries.
- Own complex frontline tickets involving Windows profiles, persistent Microsoft 365 issues, SharePoint and OneDrive, permissions, and endpoint remediation.
- Perform basic server and network administration when authorized.
- Escalate higher-risk changes and infrastructure issues.
- Coach frontline colleagues and improve knowledge articles.
- Coordinate with clients and other teams through issue resolution.
- Work directly with clients and record all work in the service-management system.
- May participate in paid on-call coverage based on business needs and readiness.
Benefits
- Paid on-call coverage may be available based on business needs and readiness.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
