IT Service Desk Technician

JT Logistics; Des Moines (IA); On-site; USD 42,000 - 58,000; Full time

Job summary

JT Logistics Solutions in Des Moines, IA is seeking an IT Service Desk Technician to provide first-line technical support across office and warehouse environments. You will troubleshoot hardware, software, operating systems, networks, and telecommunications, install and configure devices, maintain inventories, and help keep systems secure and reliable.

The role emphasizes strong customer service, clear communication, and accountability in a fast-paced logistics IT team.

Qualifications

• 1–3 years of IT support or desktop support experience.
• High school diploma or equivalent.
• Associate or bachelor's degree in IT or related field preferred.
• Strong communication and customer service skills.
• Attention to detail and thorough documentation.
• Ability to follow procedures and security controls.

Responsibilities

• Provide technical support to employees across office, warehouse, and other environments.
• Troubleshoot hardware, software, operating systems, networks, and telecommunications issues.
• Install, configure, maintain IT equipment and administer telephone systems.
• Maintain IT asset inventories and related documentation; develop knowledgebase.
• Provide technical guidance and training; escalate issues when needed.

Skills

Communication

Customer Service

Attention to Detail

Analytical Thinking

Ownership & Accountability

Teamwork

Technical Knowledge

Time Management

Security & Compliance

Education

High school diploma or equivalent

Associate or Bachelor's degree in IT or related field

Job description

JT Logistics Solutions 3811 Dixon - Des Moines, IA 50313

Overview

Position Type

Full Time

Job Shift

First Shift

Category

Information Technology

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 elevate issues or decisions that require additional guidance or authorization.

Supervisory Responsibility:

None

Administrative 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.

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, network
• Prioritize 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 projects

Qualifications

Qualifications:

Minimum Experience Required

1–3 years of experience in an IT support, service desk, desktop support, or similar technical role.

High school diploma or equivalent.

Preferred Education

Associate or bachelor's degree in information technology, computer science, information systems, or a related field, or equivalent practical experience.

Communication: 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.