IT Service Desk & Solutions Analyst

Sedgebrook; Des Moines (IA); On-site; USD 50,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, life insurance

401(K) with company match

Paid parental leave

Equal opportunity employer

Job summary

LCS is seeking an IT Technical Analyst to deliver prompt technical support for end users across corporate and community locations. You will manage Windows OS, Microsoft 365, and end-user devices, assist with user education, and participate in on-call rotations from the IT Technical Services team.

The role emphasizes strong customer service, incident management, and collaboration with internal teams to drive efficient technology solutions for seniors we serve.

Qualifications

• Two-year degree or equivalent combination of education and demonstrated experience.
• 2-4 years of service desk, desktop support, or technical support experience.
• Experience supporting Windows workstations, mobile devices, peripherals, printers, and related hardware.
• Strong knowledge of Windows 11, Microsoft 365, and core productivity apps.
• Working knowledge of Azure AD, account administration, group management, and 365 user support.
• Familiarity with endpoint management tech (Intune, MDM, endpoint security).
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service and communication, capable across channels.
• ITSM platform experience; BMC Helix and PowerShell scripting preferred.

Responsibilities

• Provide exceptional customer service and technical support across locations via phone, email, in-person, and remote tools.
• Install, configure, troubleshoot, and support Windows OS, hardware, software deployments, imaging, and break-fix activities.
• Support Microsoft 365 apps and services including Outlook, Teams, OneDrive, SharePoint, and basic 365 admin tasks.
• Administer user accounts and access throughout the employee lifecycle.
• Support endpoint management and security solutions (antivirus, disk encryption, MDM, device mgmt).
• Troubleshoot networks, VPN, printers, and end-user peripherals.
• Provide support for conference room and collaboration tech (Teams Rooms, A/V systems).
• Create, manage, document, and resolve service requests and tickets with accurate labor/billing data.
• Escalate and coordinate with internal teams, vendors, and third parties as needed.
• Contribute to knowledge articles, procedures, workflows, and training materials.
• Assist with user education and technology training initiatives.
• Identify opportunities to improve support processes and experiences.
• Recognize security threats and adhere to security protocols.
• Follow ITSM processes and SLAs; participate in TSC rotations.
• Perform additional duties as assigned.

Skills

Windows OS

Microsoft 365

End-user support

Troubleshooting

Customer service

Communication

Documentation

ITSM experience

PowerShell

Security awareness

Education

Two-year degree or equivalent combination of education and demonstrated experience

Tools

PowerShell

ITSM tools

BMC Helix

Job description

LCS is seeking an IT Technical Analyst to deliver prompt technical support for end users across corporate and community locations. You will manage Windows OS, Microsoft 365, and end-user devices, assist with user education, and participate in on-call rotations from the IT Technical Services team.

The role emphasizes strong customer service, incident management, and collaboration with internal teams to drive efficient technology solutions for seniors we serve.