IT Support Analyst I - Onsite Tech Hero (Des Moines)

American Equity; Des Moines (IA); On-site; USD 42,000 - 66,000; Full time

Job summary

American Equity Investment Life Insurance Company is seeking an IT Service Center Analyst I to ensure proper computer operation and help end users accomplish business tasks. The role is onsite in Des Moines, requiring strong customer service and desktop support skills.

You will handle requests via phone, in person, and chat; document resolutions; escalate when needed; and assist with hardware/software installations and troubleshooting.

Qualifications

• High school diploma or GED plus 3 years of related experience; associates degree preferred.
• Experience with desktop operating systems (Windows 10/11, Linux, MacOS).
• Experience with Microsoft Office 2019/Office 365 and ticketing systems.

Responsibilities

• Provide top-notch service to end users and resolve help desk requests in a timely manner.
• Record, track, and document issue resolution through to final closure; escalate when needed.
• Perform hands-on fixes at the desktop level and maintain knowledge base articles.

Skills

Customer service orientation

Strong communication

Problem solving

Education

High school diploma

Associates degree preferred

Tools

Ticketing systems

Microsoft Office 2019/Office 365

Remote desktop tools

Job description

American Equity Investment Life Insurance Company is seeking an IT Service Center Analyst I to ensure proper computer operation and help end users accomplish business tasks. The role is onsite in Des Moines, requiring strong customer service and desktop support skills.

You will handle requests via phone, in person, and chat; document resolutions; escalate when needed; and assist with hardware/software installations and troubleshooting.