IT Service Desk Specialist — Hybrid Support

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Annual bonus program

401(k) matching

PTO and holidays

Parental leave

Volunteer days

Job summary

AMBA is seeking a Service Desk Technician to support 800+ employees, contractors, and field agents. You will diagnose hardware/software issues, guide users, and document resolutions. The role requires clear communication, basic IT knowledge, and a customer-service mindset.

The position offers a hybrid schedule, generous benefits, and opportunities for growth. Ideal candidates have a high school diploma with IT exposure, familiarity with Windows/macOS, and experience with common business tools.

Qualifications

• High school diploma or equivalent; IT-related associate degree preferred.
• Prior experience in customer service; IT support experience is a plus.
• Basic knowledge of PC hardware, Windows and macOS, and common apps.
• Strong verbal and written communication; ability to explain tech simply.
• Good problem-solving, patience, and a service mindset.
• Team player with the ability to work independently when needed.
• Familiarity with M365, Jira Service Management, Intune, VPN tools, Salesforce, and desktop virtualization is a plus.

Responsibilities

• Respond to support requests via calls, email, and chat.
• Troubleshoot hardware, software, and network issues.
• Log incidents in the ticketing system with clear details.
• Escalate complex issues when necessary.
• Assist with user account management and password resets.
• Provide step-by-step guidance to users for common problems.
• Maintain and update the knowledge base and documentation.
• Follow up with users to ensure issue resolution and satisfaction.
• Support IT projects and maintenance tasks as assigned.

Skills

Customer service

Technical support

Windows

macOS

Microsoft Office

Communication

Problem-solving

Team player

Education

High school diploma

Associate degree in IT

Tools

Jira Service Management

Intune

Tailscale VPN

EZ Office

Five9

Salesforce

Azure Virtual Desktop

Microsoft 365 (M365)

Job description

AMBA is seeking a Service Desk Technician to support 800+ employees, contractors, and field agents. You will diagnose hardware/software issues, guide users, and document resolutions. The role requires clear communication, basic IT knowledge, and a customer-service mindset.

The position offers a hybrid schedule, generous benefits, and opportunities for growth. Ideal candidates have a high school diploma with IT exposure, familiarity with Windows/macOS, and experience with common business tools.