Service Desk/Desktop Support Technician

Connection; Urbandale (IA); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a motivated Desktop Support Technician to join their IT Service Desk team. This role is vital for providing hands-on technical support to both office and field staff, ensuring efficient resolution of first-level technical issues. The ideal candidate will thrive in a dynamic environment, demonstrating excellent interpersonal skills and a customer-first mindset. This contract-to-hire opportunity offers a chance to grow within a supportive team while contributing significantly to the organization's success. If you're ready to make a difference in IT support, this position is for you.

Qualifications

• 1-2 years of experience in a technical support or IT help desk role.
• Familiarity with IT ticketing systems and Microsoft 365.

Responsibilities

• Provide timely and professional assistance to end users.
• Troubleshoot issues related to Windows workstations and network connectivity.
• Document issues and contribute to the knowledge base.

Skills

Technical Support

Microsoft 365

Windows OS

Interpersonal Skills

Customer Service

Education

Associate Degree in IT

Tools

Freshservice

ServiceNow

Job description

Overview

Connection has a fantastic opportunity through our Technical Staffing division for a Desktop Support Technician in Urbandale, IA. This is an onsite opportunity. The opportunity is based on a contract to hire model offering great benefits.

We are looking for a motivated and customer-oriented Desktop Support Technician (Level 1) to join our IT Service Desk team. This role provides hands-on technical support for both office and field staff across our regional operations. The ideal candidate will have a can-do attitude, excellent interpersonal skills, and the ability to resolve first-level technical issues efficiently in a dynamic environment.

Responsibilities

Key Responsibilities:

• Serve as the first point of contact for IT support, providing timely and professional assistance to end users.
• Troubleshoot and resolve issues related to Windows workstations, Microsoft 365 applications, network connectivity, printers, and mobile devices.
• Fulfill service requests including onboarding new users, setting up workstations, installing software, and supporting peripheral devices.
• Manage and resolve tickets assigned via round-robin queue, ensuring adherence to defined SLAs.
• Accurately document issues, resolution steps, and contribute to the knowledge base to support ongoing improvements.
• Escalate unresolved or complex technical issues to Level 2 or engineering teams as necessary.
• Participate in scheduled after-hours support rotation when needed.

Min

USD $24.00/Hr.

Max

USD $25.00/Hr.

Qualifications

Qualifications:

• 1–2 years of experience in a technical support or IT help desk role.
• Familiarity with IT ticketing systems such as Freshservice, ServiceNow, or similar platforms.
• Proficient in Microsoft 365, Windows OS, and basic endpoint troubleshooting.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to prioritize tasks and work independently in a fast-paced setting.
• Associate degree in an IT-related field or equivalent hands-on experience.
• Positive attitude, reliability, and a willingness to learn and grow within the role.