End Point Specialist II

Aureoncontactcenter; West Des Moines (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

Aureoncontactcenter in West Des Moines, IA seeks an IT Helpdesk Support professional to monitor and resolve endpoint issues, assist new users, and manage PC deployments. The role emphasizes clear documentation, escalation, and adherence to IT policies.

Candidates should have a bachelor's degree or equivalent IT experience, plus one year in IT support and Windows operating systems expertise. Knowledge of Active Directory is a plus; the role is office-based in Iowa.

Qualifications

• Bachelor’s degree in an IT-related field or equivalent combination of education and experience.
• Minimum of 1 year in IT support or helpdesk roles.
• Experience supporting Microsoft Windows in a networked enterprise environment.
• Familiarity with Microsoft Office software.

Responsibilities

• Monitor and respond quickly to requests received through the IT helpdesk.
• Troubleshoot endpoint issues including hardware, software, email, network connectivity and peripherals; perform repairs and escalate when needed.
• Create clear documentation of issues in the IT ticketing system and maintain records.
• Escalate tickets to administrators as needed and track resolutions.
• Administer the enterprise asset management system and maintain asset records.
• Document routine procedures in detail and keep them updated.
• Assist with onboarding of new users and equipment provisioning for new employees.
• Manage PC setups and deployments using standard images and configurations; assist with office reconfigurations.
• Adhere to IT policies and procedures and promote them within the team.
• Research innovative technologies and recommend workflow improvements.
• Assist with audits of IT licensed software and compliance tasks.
• Contribute to IT-related projects assigned by supervisor and participate in team activities.

Skills

Communication skills

Technical explanation

Analytical skills

Attention to detail

Time management

Project management

Planning and judgment

Education

Bachelor's degree in IT-related field

Experience + education (3 years)

Associate degree (preferred)

CompTIA A+ certification (preferred)

Active Directory experience (preferred)

Tools

Microsoft Office Suite

Windows Server

Job description

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Troubleshoot and resolve a variety of endpoint-related issues, including computer hardware, software, email, network connectivity, and peripheral equipment problems; perform repairs, corrections, and escalations as required.
• Create clear documentation of issues in the IT ticketing system.
• Escalate tickets and issues to administrators as needed.
• Perform administration of the enterprise asset management system.
• Create and maintain detailed documentation of routine procedures.
• Assist with onboarding of new users.
• Manage PC setups and deployments for new employees using standard hardware, images, and software. Install, assemble, and configure computers and monitors; pull cables; and rewire or direct the rewiring of cables as required for new installations and office reconfiguration.
• Adhere to and promote IT policies and procedures.
• Research innovative technologies and make recommendations to improve workflows and business processes.
• Assist with audits of IT licensed software.
• Work on IT-related projects assigned by supervisor.
• Perform other duties as assigned.

EDUCATION, TRAINING, AND EXPERIENCE:

Required

• Bachelor’s degree, or a combination of three years of current education and experience in an IT-related field.
• One year of experience in support in an IT support role.
• Experience supporting Microsoft Windows operating systems in a networked enterprise environment.
• Microsoft Office Software.
• Helpdesk Experience.

Preferred

• Associate’s degree or working towards bachelor's degree in MIS, or related field.
• CompTIA A+ Certification.
• Experience with Microsoft Active Directory.

REQUIRED SKILLS:

• Strong interpersonal, written, and oral communication skills to establish and maintain effective relationships with clients, employees, vendors, and business partners in a professional, prompt, and courteous manner.
• Ability to relate highly technical information in a clear and easily understood manner to non-technical personnel.
• Proven analytical and problem-solving skills.
• Strong attention to detail and accuracy.
• Ability to move easily between work priorities and tasks to meet deadlines.
• Demonstrated project management skills.
• Utilizes work experience and independent judgment to plan and carry out goals.

TOOLS, EQUIPMENT, AND SOFTWARE:

• Microsoft Office Suite
• Microsoft Windows Server (Multiple)

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Primarily indoor work in an office environment requiring extended periods of sitting.
• Frequent use of manual dexterity and visual focus while working at a computer screen.
• Occasional bending, carrying, squatting, twisting, and lifting up to 50 pounds independently.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.