Senior Frontline Technician

Dymin Systems • Urbandale, IA

2d

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 works directly with clients and records all work in the service-management system. It may include paid on-call coverage based on business needs and readiness, and 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

• 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.
• Improve knowledge articles.
• Coordinate with clients and other teams through resolution.
• Work directly with clients and record all work in the service-management system.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed