Hybrid IT Service Desk Technician

Amba; Urbandale (IA); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Spending accounts

Annual bonus

401(k) matching

Paid time off

Holidays and sick time

Parental leave

Volunteer day

Professional development

Business casual dress code

Hybrid work model

Job summary

AMBA is seeking a Service Desk Technician to be the first point of contact for end-users across 800+ employees, contractors, and field agents. You will diagnose and resolve hardware, software, and network issues, document incidents, and escalate complex problems to specialized teams as needed.

The role requires strong communication and a genuine desire to help others, with a hybrid work arrangement (office Mon-Thu, remote Fri) and a comprehensive benefits package including medical, dental,

Qualifications

• Education: High school diploma or equivalent; an Associate's degree in IT or related field is a plus.

Responsibilities

• Respond to Support Requests: Answer incoming calls, emails, and chat requests from end-users seeking technical assistance.
• Troubleshoot Issues: Diagnose and resolve hardware, software, and network connectivity problems.
• Document Incidents: Log all incidents in the Service Desk system with accurate details.
• Escalate Complex Issues: Route complex problems to specialized teams as needed.
• User Account Management: Assist with passwords, account unlocks, and related tasks.
• Provide Guidance: Offer step-by-step instructions to resolve common issues.
• Maintain Knowledge Base: Help create and update Service Desk articles.
• Follow Up: Check that issues are fully resolved and user satisfaction is achieved.
• Perform Basic System Maintenance: Install software updates and patches.
• Support IT Projects: Assist with IT projects and initiatives.
• Other duties as assigned.

Skills

Customer service

Technical support

Communication

Teamwork

Windows/macOS basics

M365

Education

High school diploma or equivalent

Associate's degree in IT or related field

CompTIA A+

ITIL Foundation

Tools

M365

Jira Service Management

Intune

Tailscale VPN

EZ Office

Five9

Salesforce

Azure Virtual Desktop

Job description

AMBA is seeking a Service Desk Technician to be the first point of contact for end-users across 800+ employees, contractors, and field agents. You will diagnose and resolve hardware, software, and network issues, document incidents, and escalate complex problems to specialized teams as needed.

The role requires strong communication and a genuine desire to help others, with a hybrid work arrangement (office Mon-Thu, remote Fri) and a comprehensive benefits package including medical, dental,