IT Technical Analyst

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

Benefits offered by this job

Medical benefits

401(k) with company match

Paid parental leave

Dental benefits

Job summary

LCS seeks an IT Technical Analyst in Des Moines to provide prompt technical support across corporate and community locations, handling incidents and requests, and assisting with projects.

You will install and troubleshoot Windows, Office 365 apps, manage user accounts, and coordinate with internal teams and vendors to ensure service excellence.

This role requires an on-call rotation and a two-year degree with 2–4 years of service desk experience; competitive pay and benefits are offered.

Qualifications

• Two-year degree or equivalent combination of education and demonstrated experience.
• 2-4 years of service desk or desktop support experience.
• Experience supporting Windows workstations, laptops, peripherals, printers.
• Strong knowledge of Windows 11, Microsoft 365, Outlook/Teams/OneDrive/SharePoint.
• Knowledge of Azure AD/Men tra ID and user support.
• Familiarity with MDM and endpoint security solutions.
• Basic networking concepts: TCP/IP, DNS, DHCP, VPN.
• Strong analytical and troubleshooting skills.
• Excellent customer service and multi-channel support.
• Experience with ITSM platforms; PowerShell scripting preferred.

Responsibilities

• Provide exceptional customer service and technical support to end users across locations via phone, email, in-person, and remote tools.
• Install, configure, troubleshoot, and support Windows OS, hardware, software, imaging, and upgrades.
• Support Microsoft 365 apps and services including Outlook, Teams, and SharePoint.
• Administer user accounts and access throughout the employee lifecycle.
• Support endpoint management and security solutions and best practices.
• Troubleshoot networks, VPN, printers, and end-user peripherals.
• Support conference room and collaboration tech (Teams Rooms, AV).
• Create, manage, and resolve service requests and tickets with proper categorization.
• Escalate issues to internal teams, vendors, and third parties as needed.
• Develop and maintain knowledge articles and training materials.

Skills

Windows support

Microsoft 365

Active Directory

ITSM ITIL

Customer service

Networking basics

PowerShell scripting

Education

Two-year degree

Tools

BMC Helix

PowerShell

Job description

The IT Technical Analyst is responsible for providing prompt technical support and customer service, service desk call and ticket troubleshooting, diagnosis and resolution for incidents and requests, end user workstation and device support and training, and assisting with technical projects for the corporate office, business units and community user base.

This position is required to participate in an on call rotation schedule. This position reports to theSenior Manager, IT Technical Services.

Experience is Everything.

At LCS, experience is everything. We provide you the opportunity to use your talents in a progressive, growing organization that makes a positive difference in the lives of the seniors we serve. If you are seeking an organization that gives back, you’ll love working here. Our principles and hospitality promises define our company culture. LCS employees can be found participating in volunteer activities, getting involved in our committees or collaborating with team members in our innovative workspace. You’ll find several opportunities to grow as a professional, serve the community, and enhance the lives of seniors.

What You’ll Do:

• Provide exceptional customer service and technical support to end users across corporate and community locations through phone, email, in-person interactions, and remote support tools.
• Install, configure, troubleshoot, maintain, and support Windows operating systems, desktop and laptop hardware, software deployments, system upgrades, imaging processes, and break-fix activities.
• Support Microsoft 365 applications and services, including Outlook, Microsoft Office, Teams, OneDrive, SharePoint, Edge, and basic Microsoft 365 administration such as mailbox, license, distribution group, and shared mailbox management.
• Administer user accounts and access throughout the employee lifecycle, including onboarding, role changes, terminations, password resets, account maintenance, and security group administration.
• Support endpoint management and security solutions, including antivirus, endpoint protection, disk encryption, device management platforms, and security best practices.
• Troubleshoot and resolve issues related to networks, VPN connectivity, printers, multifunction devices, mobile devices, and end-user peripherals such as monitors, webcams, docking stations, headsets, keyboards, and mice.
• Provide support for conference room and collaboration technologies, including Microsoft Teams Rooms, audio/video systems, and related equipment.
• Create, manage, document, and resolve service requests, incidents, and support tickets whileensuring accurate categorization and assignment of labor and billing information.
• Escalate and coordinate issue resolution with internal support teams, vendors, and third-party service providers as necessary.
• Contribute to the development and maintenance of knowledge articles, troubleshooting documentation, support procedures, workflows, and training materials to improve service delivery and operational efficiency.
• Assist with user education and technology training initiatives, promoting effective utilization of technology solutions.
• Identify opportunities to improve support processes, procedures, and customer experiences through continuous improvement efforts.
• Recognize and elevate potential security threats, phishing attempts, suspicious activities, and policy violations in accordance with established security protocols.
• Adhere to incident, request, change, and knowledge management processes and service level expectations.
• Participate in Technology Support Center (TSC) operational rotations, including phone support, email support, omnichannel support, project assignments, and other departmental responsibilities.
• Perform additional duties and responsibilities as assigned.

What We’re Looking For:

• Required 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 and troubleshooting Windows workstations, laptops, mobile devices, peripherals, printers, and related hardware.
  • Strong knowledge of Windows 11, Microsoft 365, and core productivity applications including Outlook, Teams, OneDrive, SharePoint, and Office.
  • Working knowledge of Microsoft Entra ID (Azure AD), account administration, group management, and Microsoft 365 user support.
  • Familiarity with endpoint management technologies, including Microsoft Intune, mobile device management (MDM), and endpoint security solutions.
  • Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
  • Strong analytical, troubleshooting, and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
  • Excellent customer service and communication skills, with the ability to effectively support both technical and non-technical users through multiple support channels.
  • Ability to manage multiple priorities, work independently and collaboratively, adapt to changing business needs, and maintain professionalism in high‑pressure situations.
  • Strong documentation skills, including the creation and maintenance of knowledge articles, support procedures, and technical documentation.
  • Experience with IT service management (ITSM) platforms; experience with BMC Helix and PowerShell scripting is preferred.
• Preferred qualifications
  • Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent
  • Experience supporting Microsoft 365 environments
  • Experience working with IT Service Management (ITSM) frameworks such as ITIL
  • Experience working in healthcare, senior living, or multi‑site support environments

Why Join Us?

• Industry Leader.
• Inclusive & collaborative culture.
• Top Workplace USA.
• Top Workplace Iowa.
• Charity and community involvement.
• Outstanding advancement opportunities.
• Ongoing career development.

Benefits

Competitive pay, great benefits and vacation time. We are an equal opportunity employer with benefits including medical, dental, life insurance, disability, 401(K) with company match and paid parental leave.

Our Commitment

LCS creates living experiences that enhance the lives of seniors. You’ll see this commitment in our people. They’re talented, dedicated professionals who truly care about residents, with each conducting his or her work with integrity, honesty and transparency according to the principles of LCS. We strive to help every community succeed—strengthening available resources, establishing proven practices that lead to long‑term growth and value for those living in, working for and affiliated with the community. Check us out on our website: https://www.lcsliving.com

Additional Information

Travel frequency: 0-10%

Estimated Salary: $50,000 - $62,000

The actual title & salary will carefully consider a wide range of factors, including your skills, qualifications, experience, and other relevant factors.

A POST-OFFER BACKGROUND CHECK, INCLUDING REFERENCES IS REQUIRED.

LCS IS AN EQUAL OPPORTUNITY EMPLOYER.