IT Help Desk Specialist — First‑Line Tech Support

Bank-Iowa-1

West Des Moines (IA)

On-site

USD 42,000 - 64,000

Full time

2 days ago

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Job summary

Bank Iowa is seeking an IT Support Specialist to serve as the first point of contact for team members needing technical assistance via phone, chat, or email. You will perform remote troubleshooting, diagnose issues, and guide users through problem resolution to ensureminimal downtime.

The role involves resolving basic IT issues, documenting events in a ticketing system, and collaborating on IT projects. The position is full-time with regular business hours and occasional after-hours support

Qualifications

Associates degree in a computer-related field or equivalent IT experience.
Proven experience as a help desk technician or other client support role.

Responsibilities

Serve as the first point of contact for internal team members seeking technical assistance over the phone, chat, or email.
Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
Determine the best solution based on the issue and details provided by the team member.
Walk the team member through the problem-solving process.
Direct unresolved issues to the next level of support.
Provide accurate information on IT systems or services.
Record events and problems and their resolution in ticket tracking system.
Follow-up and update ticket status and information.
Pass on feedback or suggestions by team members to the appropriate internal team.
Identify and suggest possible improvements on processes and procedures.
Participates in IT projects as assigned.