IT Support Analyst — Service Desk & End-User Tech

Lcsnet; Des Moines (IA); On-site; USD 50,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Life insurance

401(k) with company match

Paid parental leave

Job summary

LCS IT Technical Analyst provides prompt technical support and customer service for end users across corporate and community locations, handling Windows workstations, MS 365 apps, and ITSM processes.

You will participate in on-call rotations, assist with deployments and security initiatives, and contribute to knowledge bases and training materials to improve service delivery and operational efficiency.

Qualifications

• Two-year degree or equivalent combination of education and demonstrated experience.
• 2–4 years of service desk, desktop support, or technical support experience.
• Experience supporting Windows workstations, laptops, peripherals, printers, and related hardware.
• Strong knowledge of Windows 11, Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint, Office).
• Working knowledge of Microsoft Entra ID (Azure AD) and 365 user support.
• Familiarity with endpoint management technologies (Intune, MDM) and endpoint security solutions.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN) and wireless networking.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service and communication skills for multiple support channels.
• Ability to manage multiple priorities and work independently and collaboratively.
• Experience with ITSM platforms; ITIL familiarity; PowerShell scripting preferred.

Responsibilities

• Provide exceptional customer service and technical support via phone, email, in person, and remote tools.
• Install, configure, troubleshoot, and support Windows OS, hardware, software deployments, imaging, and break-fix activities.
• Support Microsoft 365 apps and services including Outlook, Office, Teams, OneDrive, SharePoint, and basic admin tasks.
• Administer user accounts and access across the employee lifecycle (onboarding, term changes, terminations, password resets).
• Support endpoint management and security solutions (antivirus, disk encryption, device management).
• Troubleshoot networks, VPN, printers, scanners, mobile devices, and end-user peripherals.
• Provide support for conference room and collaboration technologies (Teams Rooms, A/V systems).
• Create, manage, document, and resolve service requests and tickets with proper labor/billing data.
• Escalate and coordinate resolution with internal teams, vendors and third-party providers.
• Develop and maintain knowledge articles, procedures, workflows, and training materials.
• Assist with user education and technology training initiatives.
• Identify opportunities to improve support processes and customer experiences.
• Recognize and escalate potential security threats per protocols.
• Adhere to incident, request, change, and knowledge management processes and SLAs.
• Participate in Technology Support Center rotations (phone, email, omnichannel, projects).
• Perform additional duties as assigned.

Skills

Analytical skills

Troubleshooting

Customer service

Communication skills

Education

Two-year degree or equivalent

Tools

BMC Helix

PowerShell scripting

Microsoft Intune

Job description

LCS IT Technical Analyst provides prompt technical support and customer service for end users across corporate and community locations, handling Windows workstations, MS 365 apps, and ITSM processes.

You will participate in on-call rotations, assist with deployments and security initiatives, and contribute to knowledge bases and training materials to improve service delivery and operational efficiency.