Desktop Support Analyst

Ask IT consulting; Marshalltown (IA); On-site; USD 42,000 - 62,000; Full time

Job summary

Ask IT consulting seeks an experienced Desktop Support professional to serve as the first point of contact for ticket resolution and hardware imaging. The role emphasizes hands-on desktop troubleshooting over phone support and will require mentoring junior staff.

The position is based at the Iowa Veterans Home in Marshalltown with some after-hours work and a 40-hour week maximum. A minimum of 4 years of relevant experience and a 2-year degree or technical study are preferred.

Qualifications

• 4+ years of relevant desktop support experience.
• Two-year degree or equivalent technical study preferred.
• Must have a valid driver's license during employment timeframe.

Responsibilities

• Handle difficult situations with clients and turn them into a win for the desktop support team.
• Work trouble tickets from system and assign as needed.
• Mentor less experienced Desktop Staff and handle tickets they pass on.
• Solve issues desk-side and through remote desktop.
• Answer how-to questions and resolve issues related to applications, printers, connectivity.
• Setup and install new PCs.
• Maintain a positive outlook, be professional, and provide excellent customer service.

Skills

Hands-on troubleshooting

Desktop hardware

Imaging PCs

Remote desktop

Customer service

Mentoring staff

Education

Two-year degree or equivalent technical study

Job description

Only local candidates as F2F interview is required

Ques: The Contractor must have a current valid driver's license in their possession during the employment timeframe. Failure to have a valid driver's license could be cause for dismissal. Do you accept this requirement?

Complete Description:

Will performs all roles of a Desktop Support staff. Will be first contact for Support tickets and will assist Desktop Support 3 staff with hardware issues and imaging staff desktop equipment

This role is focused on actual desktop support and not help desk phone support. The ideal candidate must have hands on troubleshooting experience to cover anything on the desktop.

Candidate must be able to:

• Handle difficult situations with clients and turn them into a win for the desktop support team
• work trouble tickets from system
• be a mentor to less experienced Desktop Staff, and be able to work tickets that they pass on
• solve issues desk side and through remote desktop
• answer how to questions and resolve issues related to applications, printers, connectivity
• setup and install new PC's,
• maintain a positive outlook, be professional, and provide excellent customer service

This person select will work at the Iowa Veterans Home in Marshalltown as their primary place of duty.

Greater detail outlined in the skills matrix

Some work may be required outside of M-F (7 to 5), not to exceed a 40 hour work week

More than 4 years of relevant experience and preferred education of 2 year degree or equivalent technical study

Additional Information

All your information will be kept confidential according to EEO guidelines.