IT Support Analyst I - Des Moines Onsite Help Desk

Socket.dev; Des Moines (IA); On-site; USD 52,000 - 72,000; Full time

Job summary

American Equity Investment Life Insurance Company in Des Moines, IA is seeking an IT Service Center Analyst I to ensure dependable computer operation so end users can complete business tasks. You will receive, prioritize, document, and actively resolve help requests with remote and on-site desktop support.

This onsite role requires strong customer service, solid knowledge of Windows 10/11, Linux and macOS, Office 2019/365, and experience with ticketing systems.

Qualifications

• HS diploma or GED with 3+ years of related IT support experience.
• Associates degree preferred.
• Experience with desktop OS (Windows, Linux, macOS) and mobile devices.
• Proficient in Microsoft Office 2019/365 and ticketing systems.
• CompTIA A+ or MCP certification is a plus.

Responsibilities

• Provide end-user IT support via phone, in person, and chat.
• Record, track, and document requests through to resolution.
• Prioritize and escalate issues to senior analysts as needed.
• Update knowledge base articles for end users.
• Troubleshoot hardware and software at the desktop level and perform backups.

Skills

Customer service

Communication

Troubleshooting

Problem solving

Multitasking

Time management

Teamwork

Adaptability

Reading comprehension

Pressure management

Education

High school diploma or GED

Associates degree preferred

Windows 10/11

Linux

MacOS

Android/iOS devices

Microsoft Office 2019/Office 365

Ticketing system experience

CompTIA A+ / MCP certification

Tools

Ticketing software

Remote desktop tools

Job description

American Equity Investment Life Insurance Company in Des Moines, IA is seeking an IT Service Center Analyst I to ensure dependable computer operation so end users can complete business tasks. You will receive, prioritize, document, and actively resolve help requests with remote and on-site desktop support.

This onsite role requires strong customer service, solid knowledge of Windows 10/11, Linux and macOS, Office 2019/365, and experience with ticketing systems.