IT Help Desk Technician

Coulter Services; North Liberty (IA); Sur place; USD 42 000 - 54 000; Plein temps

Résumé du poste

Coulter Services in North Liberty, IA is seeking a Level 1 IT Support Specialist to assist end users via phone, email, and live chat. You will troubleshoot a range of software, hardware, networks, and devices, document issues, and manage tickets from intake to resolution.

The role requires clear communication, multi-channel support, and the ability to escalate complex problems to the right team while maintaining a customer-focused approach.

Qualifications

• Experience with common IT environments and diagnostics.
• Ability to manage multiple channels professionally.
• Proficiency documenting issues and resolutions.
• Clear communication and customer focus.

Responsabilités

• Troubleshoot software, hardware, networks, and end-user devices.
• Document, track, and manage tickets from intake to resolution.
• Resolve standard issues and escalate complex ones to the appropriate team.
• Communicate clearly with users and follow through to resolution.
• Ensure timely and accurate assistance for reliable tech services.

Connaissances

Troubleshooting

Multichannel support

Ticketing systems

Documentation

Communication skills

Outils

Ticketing software

Remote support tools

Description du poste

Role: Provide Level 1 technical support for end users through phone, email, and live chat.

Key Responsibilities

• Troubleshoot software applications, hardware, networks, communications systems, and end-user devices.
• Document, track, and manage support tickets from intake to resolution.
• Resolve standard issues and lift complex problems to the appropriate team.
• Communicate clearly with users and follow through until issues are resolved.
• Support reliable technology services by ensuring timely, accurate assistance.

Qualifications & Skills

• Strong troubleshooting and diagnostic skills across common IT environments.
• Ability to handle multiple support channels while maintaining professionalism.
• Proficiency with ticketing systems and accurate technical documentation.
• Good communication skills to explain issues and next steps to users.
• Customer-focused approach and willingness to lift when needed.