Service Desk Technician

Shive Hattery Group, Inc.•West Des Moines, IA

6d•Hybrid

About The Position

The Service Desk Technician works in the Corporate Technology group and provides first-level technical support to end-users across computer hardware, software, and mobile devices. The role supports Windows installations and configurations, Microsoft technologies and company software, workstation and laptop builds, hardware replacements, PC reimaging, drivers, conference room technology, phones, video conferencing, VPN, and instant messaging. The technician completes assigned work orders accurately and promptly, collaborates with the Service Desk Team to resolve emerging issues, uses basic networking tools to troubleshoot connectivity and performance, and protects the security and confidentiality of company systems. The position calls for friendly, courteous support, particularly during IT emergencies. The role is primarily performed in an office or hybrid environment and may require travel to project sites, other Shive-Hattery offices, or client meetings. It involves extended periods of sitting, standing, and computer work, and may require lifting objects up to 50 pounds, wearing PPE, and navigating active construction sites. A full clean driver's license is required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Candidates must have current and ongoing authorization to work in the United States without employer sponsorship; visa sponsorship is unavailable. Applicants should submit a cover letter, resume, and portfolio, or include a portfolio link in the cover letter if the portfolio cannot be submitted due to size constraints.

Requirements

Strong understanding of Windows and Office 365 products.
Knowledge of mobile device setup and support.
Basic knowledge of networking technologies.
Excellent problem-solving skills and a positive, friendly attitude.
Strong written and verbal communication skills.
Full clean driver's license.
Current and ongoing authorization to work in the United States without employer sponsorship.

Nice To Haves

Hands-on experience providing IT help desk or technical support in a professional environment.
Experience building, configuring, reimaging, and troubleshooting Windows laptops and workstations.
Experience supporting Microsoft 365 applications, mobile devices, conference room technology, VPNs, and related end-user technologies.
Experience using an IT service management or ticketing system to document, track, and resolve support requests.

Responsibilities

Provide first-level support to end-users for computer hardware, software, and mobile devices.
Complete assigned work orders accurately and in a timely manner.
Install, configure, and resolve problems with Windows.
Install and troubleshoot Microsoft technologies, including Office, Outlook, OneNote, Teams, and OneDrive, as well as other company software.
Build workstations and laptops, replace hardware, reimage PCs, and install drivers.
Maintain and support conference room technologies.
Provide support and resolve issues involving phones, video conferencing, VPN, and instant messaging.
Collaborate with the Service Desk Team to identify and resolve emerging issues.
Use basic networking tools to troubleshoot network, connectivity, and performance issues.
Maintain the security and confidentiality of company technologies and systems.
Provide friendly and courteous support to clients, especially during IT emergencies.