IT Deskside Support Staff

Brava Roof Tile; Washington (IA); On-site; USD 45,000 - 55,000; Full time

Job summary

A roofing company is seeking an IT Deskside Support Staff member based in Washington, IA. This role focuses on delivering responsive IT support, diagnosing technical issues, and assisting users with their technology needs. Candidates should have a degree in IT or equivalent experience along with customer service skills and familiarity with Microsoft 365. The position primarily requires on-site presence, fostering a collaborative environment to assist employees effectively.

Qualifications

• Diploma or Bachelor's in IT, Computer Science, or equivalent experience.
• 1-3 years in deskside, desktop, or helpdesk support roles.
• Relevant certifications like CompTIA A+, ITIL are advantageous.

Responsibilities

• Provide on-site and remote deskside support for IT devices.
• Diagnose and fix hardware, software, and connectivity issues.
• Educate users on IT usage and security best practices.

Skills

Customer service skills

Desktop hardware troubleshooting

Windows 10/11 knowledge

Microsoft 365 familiarity

Basic networking concepts

Education

Diploma or Bachelor’s degree in IT or related field

1–3 years in helpdesk support roles

Tools

Microsoft 365

Windows operating systems

Job description

Reports To: IT Support Manager / IT Operations Manager

Job Summary

The IT Deskside Support Staff provides hands-on technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues. This role focuses on delivering responsive, customer-oriented IT support to ensure employees can effectively use technology in their daily work.

Key Responsibilities

• Provide on-site and remote deskside support for desktops, laptops, printers, mobile devices, and peripherals
• Diagnose and resolve hardware, software, operating system, and application issues
• Install, configure, and upgrade computer systems, software, and standard applications
• Support Windows operating system and common business applications (e.g., Microsoft 365)
• Set up new user workstations, including hardware deployment and user account configuration
• Manage user accounts, passwords, and permissions in Microsoft 365 and other business applications.
• Respond to IT service requests and incidents according to defined SLAs
• Escalate complex issues to infrastructure or specialized support teams as needed
• Perform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity)
• Maintain accurate documentation of incidents, solutions, and asset inventory
• Educate users on basic IT usage, security awareness, and best practices

Required Skills and Competencies

• Strong customer service and interpersonal skills
• Hands-on experience with desktop and laptop hardware troubleshooting
• Knowledge of Windows 10/11 and/or macOS environments
• Familiarity with Microsoft 365, email systems, and common office applications
• Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN)
• Ability to follow procedures and document technical issues clearly
• Good time management and multitasking abilities

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 1–3 years of experience in deskside, desktop, or helpdesk support roles
• Relevant certifications are an advantage (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications)

Working Conditions

• Primarily on-site role in Washington, IA with frequent interaction with end users
• Occasional on-site role in Coralville, IA
• May require occasional after-hours or weekend support
• Some lifting of IT equipment (desktops, monitors, printers)

Preferred Attributes

• Patient, proactive, and solution-oriented mindset
• Ability to work well in a team-oriented support environment