IT Service Desk Technician

JT LOGISTICS SOLUTIONS LLC; Des Moines (IA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

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Job summary

JT Logistics Solutions LLC in Des Moines, Iowa seeks an IT Service Desk Technician to deliver technical support for end-user devices and telecom systems within both office and warehouse environments.

You will troubleshoot hardware, software, and network issues, maintain asset inventories, and contribute to knowledge base development while following security policies and procedures. The role requires clear communication and accountability in a fast-paced setting.

Qualifications

• 1–3 years of IT support experience in a service desk or desktop support role.
• Strong communication and customer service skills.
• Ability to follow procedures and document work accurately.
• Familiarity with Windows and Apple devices is a plus.

Responsibilities

• Provide technical support to employees across office and warehouse environments.
• Troubleshoot hardware, software, OS, network, and telecommunication issues.
• Manage service requests through resolution and communicate status to users.
• Maintain IT asset inventories and documentation in knowledge bases.

Skills

Communication

Customer Service

Attention to Detail

Analytical Thinking

Ownership

Teamwork

Technical Expertise

Time Management

Security Compliance

Education

High school diploma

Associate or bachelor’s degree preferred

Job description

Summary:The IT Service Desk Technician provides technical support and maintains end-user technology, telecommunications, and related IT systems across JT Logistics Solutions and its affiliated companies. This role troubleshoots technical issues, fulfills service requests, maintains IT equipment and inventory, and supports the reliable and secure operation of company technology.The successful candidate combines practical technical skills with strong customer service, attention to detail, clear communication, and personal accountability. The position requires the ability to manage assigned work independently within established procedures, document activities accurately, verify results, and escalate issues or decisions that require additional guidance or authorization.Supervisory Responsibility:NoneAdministrative Responsibilities:The employee works under the direction of the IT manager or designated supervisor, who establishes priorities, objectives, and available resources. The employee plans and executes assigned work, manages routine issues within established procedures, coordinates with relevant stakeholders, and keeps the supervisor informed of progress, risks, delays, and matters requiring additional guidance or approval. The employee is expected to exercise sound technical judgment while recognizing the limits of their authority and following established policies and processes.Work Environment:This job operates in a professional office environment, as well as the typical warehouse environment.Essential Job Functions:Technical Support (35%)Provide technical support to employees across office, warehouse, and other company environments.Troubleshoot and resolve hardware, software, operating system, application, network, and telecommunications issues.Assist with the maintenance and troubleshooting of servers, networkPrioritize and complete assigned work according to established service levels, business needs, procedures, and deadlines.Manage assigned service requests through resolution, maintaining accurate ticket documentation and communicating status and delays to users.Follow information security policies and access-control procedures when handling company systems, accounts, and data.Test and verify completed work to ensure requested outcomes are achieved and systems function as intended.Take ownership of assigned responsibilities, communicate proactively, and escalate risks or issues requiring additional guidance or authorization.Installation and Configuration (25%)Install, configure, maintain, upgrade, and test computers, mobile devices, printers, phones, and other IT equipment.Support Microsoft Windows workstations, Apple devices, productivity applications, and related management systems.Administer telephone systems, including user setup, voicemail, calling features, and routine service changes.Maintenance (25%)Maintain accurate IT asset inventories, equipment assignments, software license records, and related documentation.Develop and maintain knowledgebase articles, technical documentation, and standard operating procedures.Implement system and configuration changes in accordance with established change-management procedures and approval requirements.Design and Development (15%)Provide technical guidance and training to users and coordinate with IT staff, vendors, and other departments to resolve issues and complete projectsQualifications:Minimum Experience Required1–3 years of experience in an IT support, service desk, desktop support, or similar technical role.Minimum Education RequiredHigh school diploma or equivalent.Preferred EducationAssociate or bachelor's degree in information technology, computer science, information systems, or a related field, or equivalent practical experience.CompetenciesCommunication: Communicates clearly and professionally, keeps appropriate stakeholders informed, documents work accurately, and raises issues or delays promptly.Customer Service: Responds professionally to user needs, sets appropriate expectations, and works toward timely, effective resolution.Thoroughness and Attention to Detail: Follows requirements and procedures, maintains accurate records, verifies work, and ensures assigned tasks are completed correctly.Analytical Thinking and Troubleshooting: Uses a logical, methodical approach to diagnose problems, evaluate solutions, and determine when escalation is necessary.Ownership and Accountability: Takes responsibility for assigned work, follows through on commitments, accurately reports progress and results, and acknowledges and addresses mistakes.Teamwork: Collaborates effectively, shares relevant information, supports colleagues, and contributes to shared goals.Technical Expertise: Applies appropriate technical knowledge and practical skills to support company systems, equipment, and users.Time Management and Prioritization: Organizes assigned work, responds according to established priorities, manages deadlines, and communicates risks to timely completion.Security and Procedural Compliance: Follows security requirements, access-control processes, change-management procedures, and established approval practices.