Service Desk Technician

AMBA • Urbandale, IA

6d • Hybrid

About The Position

Service Desk Technician is the first point of contact for end-users experiencing technical issues. The AMBA Service Desk Technician is responsible for providing prompt, professional, and courteous support for AMBA’s 800+ employees, contractors, and field agents to resolve IT problems and ensure user satisfaction. The ideal candidate will possess excellent communication skills, a fundamental understanding of computer systems, and a strong desire to help others.

Requirements

• High school diploma or equivalent.
• Previous experience in a customer service role.
• Basic knowledge of computer hardware, operating systems (Windows, macOS), and common software applications (Microsoft Office Suite).
• Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users.
• Strong troubleshooting and problem-solving abilities.
• Friendly, patient, and committed to providing exceptional customer service.
• Ability to work effectively both independently and as part of a team.

Nice To Haves

• An Associate’s degree in IT or a related field is a plus.
• Experience in an IT support role is preferred but not required.
• Preferred experience with: M365, Jira Service Management, Intune, Tailscale VPN, EZ Office, Five9, Salesforce, Azure Virtual Desktop.
• Preferred Certifications: CompTIA A+, ITIL Foundation, or similar certifications are a plus but not required.

Responsibilities

• Respond to Support Requests: Answer incoming calls, emails, and chat requests from end-users seeking technical assistance.
• Troubleshoot Issues: Diagnose and resolve technical problems related to hardware, software, and network connectivity.
• Document Incidents: Log all incidents and requests into the Service Desk ticketing system, ensuring accurate and detailed records of issues and resolutions.
• Escalate Complex Issues: Identify and escalate more complex issues to specialized support teams as necessary.
• User Account Management: Assist with password resets, account unlocks, and other user account-related tasks.
• Provide Guidance: Offer step-by-step instructions to end-users on how to resolve common technical problems.
• Maintain Knowledge Base: Contribute to the creation and updating of Service Desk documentation and knowledge base articles.
• Follow Up: Conduct follow-up with end-users to ensure their issues have been fully resolved, and they are satisfied with the support received.
• Perform Basic System Maintenance: Assist with basic maintenance tasks such as installing software updates and patches.
• Support IT Projects: Provide support for IT projects and initiatives as assigned.
• Other duties as assigned.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance, spending accounts, and other voluntary benefits.
• Annual Bonus Program.
• Corporate 401 (k) matching.
• Generous time off, 10 paid company holidays, sick time off, and paid parental leave.
• Community Involvement perks, including 1 paid day off each year to volunteer with a local charity of your choice and company volunteer events.
• Support & development to cultivate your knowledge and continuing education to support your professional designations
• Business casual dress code.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED