Service Desk Technician

TEKsystems•Des Moines, IA

11d•$18 - $21•Remote

About The Position

We are hiring a Tier 1 Service Desk Technician to support a growing non-profit, education agency. The company works to expand educational opportunities for low-income populations. Qualified candidates will own enterprise experience at a Tier 1 level and the ability to work across departments to troubleshoot, triage, and resolve technical issues for educators and support staff. Description Provide first-level support for service & incident requests Respond to tech inquiries via ticket system, online chats, over the phone or perform remote sessions Provide quick and effective assistance with information technology systems Walk customers step-by-step through the problem-solving process Troubleshooting of hardware and software Create and provision account access Log all service desk communications and document issue resolution using a ticket system Frequently follow up with customers to ensure satisfactory service Prioritizing and managing incoming IT service requests efficiently and with appropriate urgency Collect data, triage issues & escalate as appropriate Coordinate with other internal teams Collaborating with hardware support teams for equipment repair or replacement Inform customers about IT products, services, processes Timely routing of issues and requests to appropriate teams

Requirements

Bachelor’s Degree in computer science, information systems, IT or equivalent experience preferred
1-3+ years of experience in a similar role
Strong problem-solving, analytical, and comprehension skills
Ability to quickly triage and resolve technical issues
The ability to break down technological processes and deliver clear, step-by-step instructions
Excellent verbal and written communication skills
Patient, friendly demeanor with a great aptitude for listening
Dedication to providing exceptional customer service
A growth mindset, a strong desire to learn and think “outside the box” are essential for this role
Coordinating with security teams to address and prevent potential cyber threats
Demonstrated teamwork with eagerness to help other technical support workers and customers
Exceptional time management, punctuality and priority setting skills highly desired
Experience in applying service desk best practices or ITIL certification a plus
Commitment to continuous learning and Service Desk operational improvements
Experience in applying service desk best practices and understanding the key differences of incident and request handling
Demonstrated ability to follow escalation paths and team communication protocols
Experience with Windows, MacOS and limited mobile devices
Proficient understanding of ticket management systems (i.e., Jira Service Management, Service Now, Fresh Service, etc.)
Productivity & communication application support (i.e., Microsoft 365, Google Workspace, Slack, Zoom, Teams)
Experience with Identity & Access Management and end-point solutions (i.e., Entra ID, Intune, MFA, Active Directory, Microsoft Defender)
Experience with Cloud-based platforms (i.e., Microsoft Azure, Salesforce, Confluence, SharePoint)
Experience using remote tools (screen sharing/control, RDP)
Experience of basic networking concepts (i.e., Internet, WiFi, Ethernet/LAN, routing, VPN, network printers)
Experience using directory & domain services (i.e., Active Directory)

Responsibilities

Provide first-level support for service & incident requests
Respond to tech inquiries via ticket system, online chats, over the phone or perform remote sessions
Provide quick and effective assistance with information technology systems
Walk customers step-by-step through the problem-solving process
Troubleshooting of hardware and software
Create and provision account access
Log all service desk communications and document issue resolution using a ticket system
Frequently follow up with customers to ensure satisfactory service
Prioritizing and managing incoming IT service requests efficiently and with appropriate urgency
Collect data, triage issues & escalate as appropriate
Coordinate with other internal teams
Collaborating with hardware support teams for equipment repair or replacement
Inform customers about IT products, services, processes
Timely routing of issues and requests to appropriate teams