Hybrid IT Help Desk Technician

Socket.dev; Urbandale (IA); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Annual Bonus Program

401(k) matching

Generous time off and holidays

Volunteer day each year

Professional development support

Business casual dress code

Hybrid work arrangement (Mon-Thu in- |

Job summary

AMBA in Urbandale, IA is seeking a Service Desk Technician to be the first point of contact for 800+ users. You will resolve IT issues, provide prompt, professional support, and maintain courteous communication while guiding users through solutions.

The role requires a high school diploma (associate degree a plus), basic IT knowledge across Windows/macOS, and strong teamwork and problem-solving. You will log incidents, assist with password resets, and help maintain knowledge base while

Qualifications

• High school diploma or equivalent; an IT-related associate degree is a plus.
• Experience in customer service; IT support experience preferred.
• Knowledge of Windows and macOS, common apps.
• Clear verbal and written communication; able to explain tech to non-tech users.
• Strong troubleshooting and problem-solving abilities.
• Team-oriented with willingness to learn.

Responsibilities

• Respond to support requests via phone, email, and chat.
• Troubleshoot hardware, software, and network issues.
• Document incidents in the Service Desk system with accuracy.
• Escalate complex issues to appropriate teams.
• Assist with password resets and user account tasks.
• Provide step-by-step guidance to users.
• Maintain and update knowledge base articles.
• Follow up to ensure resolution.
• Assist with basic system maintenance and patches.
• Support IT projects as needed.

Skills

Customer service orientation

Communication skills

Problem-solving

Independent work

Team player

Basic IT knowledge

Ability to explain tech concepts

Education

High school diploma or equivalent

Associate's degree in IT or related field

Tools

M365

Jira Service Management

Intune

Tailscale VPN

EZ Office

Five9

Salesforce

Azure Virtual Desktop

Job description

AMBA in Urbandale, IA is seeking a Service Desk Technician to be the first point of contact for 800+ users. You will resolve IT issues, provide prompt, professional support, and maintain courteous communication while guiding users through solutions.

The role requires a high school diploma (associate degree a plus), basic IT knowledge across Windows/macOS, and strong teamwork and problem-solving. You will log incidents, assist with password resets, and help maintain knowledge base while