IT Support Specialist

Position Summary This position provides technical support to users in an efficient and customer-service oriented manner. This role is the organization's front-line in responding to and solving technical problems, as well as providing support in many other areas of the business. This position requires travel to off-site locations in the greater Des Moines area with a personal vehicle. Essential Duties and Responsibilities Technical Support: Provide first-level support for hardware, software, and networking issues to internal employees. Respond to user inquiries, diagnose technical issues, and provide solutions or escalate as needed. Assist users with account setup, password resets, and general system access. Troubleshooting: Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, and other peripherals. Diagnose software-related problems and provide step-by-step guidance to resolve them. Collaborate with other IT staff to resolve complex technical issues. System Maintenance: Perform routine maintenance tasks such as software updates, backups, and hardware upgrades. Monitor system performance and security alerts, and take appropriate action to address potential threats. Maintain accurate records of IT assets, including software licenses, hardware inventory, and maintenance schedules. User Training and Documentation: Provide basic training to end-users on commonly used applications and tools. Create and update documentation for IT procedures, troubleshooting steps, and FAQs. Assist in developing and maintaining user guides and other instructional materials. Network and Security Support: Assist in the management and maintenance of the organization's network infrastructure. Support the implementation and maintenance of security protocols to protect sensitive data. Monitor and manage user access and permissions according to company policies. Project Assistance: Support the IT team in larger projects, such as system upgrades, migrations, and new technology implementations. Vendor Relationship & Management: Test and deploy new hardware and software as part of project rollouts. Provides first level contact and conveys resolutions to internal customer issues and requests. Manages ticketing and queues providing exceptional support and resolution times. Follows up with customers, provides feedback, and sees problems through to resolution. Tracks, routes, and redirects problems to correct resources. Diagnoses computer hardware, mobile devices, copiers, printers, software, 3rd party technology, and network connectivity issues including LAN, WAN, and VPN access. Assists with application provisioning and deployment of new technology equipment to end-users and new staff. Ensures company-related technology equipment is properly maintained and operational. Maintains company-related technical orientation and training programs. Implements and maintains company-related technology inventory (hardware, software, and licensing.) Other duties as assigned. Requirements Associate's degree in Information Technology, Computer Science, or a related field. Two years' experience in IT support or a similar technical support role. Proficiency in Microsoft Office / Office 365 and application support experience. Experience with operating systems, including Microsoft Windows, MacOS, iOS, Android, and Linux. Experience with cameras, door access, and security systems. Experience with Mobile Device Management solutions. Working knowledge of basic computer networking. (LAN, WAN, VPN) Working knowledge of computer hardware (Desktops, laptops, tablets, mobile devices, etc.) Strong work ethic and ability to thrive in a fast-paced learning environment to quickly acquire new skills. Must have a valid driver's license, a reliable vehicle to perform various help desk tasks and proof of liability insurance. Ability to lift at least 25 pounds. Success Factors Possesses advanced troubleshooting skills. Absorbs and retains information quickly. Provides excellent customer service in both written and oral communication. Ability to work in a team-oriented, collaborative environment. Ability to multitask, prioritize, and meet deadlines under pressure. Creates and documents processes and procedures. Outgoing personality with the ability to be flexible and interact with all levels of management and staff. Note: This job description describes the general nature and essential functions of the position without including peripheral and incidental duties. Contents of this job description are subject to change at the discretion of the employer. Employees may receive other job-related instructions and be required to perform other job-related work as requested by the manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.