Service Desk Analyst — End-User IT Support

Solutions Management Group (SMG); Ankeny (IA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

STD/LTD Insurance

401(K) Retirement Plan

Vacation Pay

Paid Time Off

Holiday Pay

Employee Assistance Program

Job summary

Solutions Management Group (SMG) is seeking a Service Desk Analyst to provide first-level technical support to staff and faculty at Des Moines Area Community College. The role requires strong customer service and troubleshooting skills, with experience in a call center environment and familiarity with Windows 7/10 and Office 2016.

You will join a team that values confidentiality, professional communication, and timely resolution of issues while supporting campus technology and services.

Qualifications

• 2+ years of customer service experience in a call center environment.
• Associates Degree or Certificate/Diploma in computer science or related field.
• Strong knowledge of Microsoft operating systems and Office 2016.

Responsibilities

• Provides excellent customer service to Des Moines Area Community College staff and students.
• Answers incoming phone calls promptly and pleasantly.
• Utilizes effective troubleshooting skills and communication to resolve First Call Resolution issues.
• Responds quickly and professionally to requests through the Service Desk.
• Schedules Service Requests through data entry in a team environment.
• Maintains confidentiality for students, faculty and staff profiles.
• Establishes and maintains strong working relationships with colleagues and the general public.

Skills

Customer service

Phone support

Communication skills

Troubleshooting

Teamwork

Education

Associates Degree or Certificate/Diploma in computer science or related field

Tools

Active Directory

SharePoint

Windows 7/10

Office 2016

Job description

Solutions Management Group (SMG) is seeking a Service Desk Analyst to provide first-level technical support to staff and faculty at Des Moines Area Community College. The role requires strong customer service and troubleshooting skills, with experience in a call center environment and familiarity with Windows 7/10 and Office 2016.

You will join a team that values confidentiality, professional communication, and timely resolution of issues while supporting campus technology and services.