Service Desk Technician

Amba; Urbandale (IA); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Spending accounts

Annual bonus

401(k) matching

Paid time off

Holidays and sick time

Parental leave

Volunteer day

Professional development

Business casual dress code

Hybrid work model

Job summary

AMBA is seeking a Service Desk Technician to be the first point of contact for end-users across 800+ employees, contractors, and field agents. You will diagnose and resolve hardware, software, and network issues, document incidents, and escalate complex problems to specialized teams as needed.

The role requires strong communication and a genuine desire to help others, with a hybrid work arrangement (office Mon-Thu, remote Fri) and a comprehensive benefits package including medical, dental,

Qualifications

• Education: High school diploma or equivalent; an Associate's degree in IT or related field is a plus.

Responsibilities

• Respond to Support Requests: Answer incoming calls, emails, and chat requests from end-users seeking technical assistance.
• Troubleshoot Issues: Diagnose and resolve hardware, software, and network connectivity problems.
• Document Incidents: Log all incidents in the Service Desk system with accurate details.
• Escalate Complex Issues: Route complex problems to specialized teams as needed.
• User Account Management: Assist with passwords, account unlocks, and related tasks.
• Provide Guidance: Offer step-by-step instructions to resolve common issues.
• Maintain Knowledge Base: Help create and update Service Desk articles.
• Follow Up: Check that issues are fully resolved and user satisfaction is achieved.
• Perform Basic System Maintenance: Install software updates and patches.
• Support IT Projects: Assist with IT projects and initiatives.
• Other duties as assigned.

Skills

Customer service

Technical support

Communication

Teamwork

Windows/macOS basics

M365

Education

High school diploma or equivalent

Associate's degree in IT or related field

CompTIA A+

ITIL Foundation

Tools

M365

Jira Service Management

Intune

Tailscale VPN

EZ Office

Five9

Salesforce

Azure Virtual Desktop

Job description

Description

Since 1981, AMBA has been a trusted provider of essential coverage for retired public servants nationwide. Our reach extends to diverse groups, including hardworking public employees, state retirees, educators, military personnel, trade professionals, firefighters, law enforcement, Unions, Alumni groups, Allied Healthcare, and other non-profit associations. As a full-service marketing and membership development company, we proudly offer outstanding insurance services to our vast network of 44 million members across 450+ associations in all 50 states.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance, spending accounts, and other voluntary benefits.
• Annual Bonus Program.
• Corporate 401 (k) matching.
• Generous time off, 10 paid company holidays, sick time off, and paid parental leave.
• Community Involvement perks, including 1 paid day off each year to volunteer with a local charity of your choice and company volunteer events.
• Support & development to cultivate your knowledge and continuing education to support your professional designations
• Business casual dress code.
• Hybrid work arrangement, working in the office Monday-Thursday and remotely on Fridays.

JOB SUMMARY: Service Desk Technician is the first point of contact for end-users experiencing technical issues. The AMBA Service Desk Technician is responsible for providing prompt, professional, and courteous support for AMBA's 800+ employees, contractors, and field agents to resolve IT problems and ensure user satisfaction. The ideal candidate will possess excellent communication skills, a fundamental understanding of computer systems, and a strong desire to help others.

DUTIES AND RESPONSIBILITIES:

• Respond to Support Requests: Answer incoming calls, emails, and chat requests from end-users seeking technical assistance.
• Troubleshoot Issues: Diagnose and resolve technical problems related to hardware, software, and network connectivity.
• Document Incidents: Log all incidents and requests into the Service Desk ticketing system, ensuring accurate and detailed records of issues and resolutions.
• Escalate Complex Issues: Identify and escalated more complex issues to specialized support teams as necessary.
• User Account Management: Assist with password resets, account unlocks, and other user account-related tasks.
• Provide Guidance: Offer step-by-step instructions to end-users on how to resolve common technical problems.
• Maintain Knowledge Base: Contribute to the creation and updating of Service Desk documentation and knowledge base articles.
• Follow Up: Conduct follow-up with end-users to ensure their issues have been fully resolved, and they are satisfied with the support received.
• Perform Basic System Maintenance: Assist with basic maintenance tasks such as installing software updates and patches.
• Support IT Projects: Provide support for IT projects and initiatives as assigned.
• Other duties as assigned.

Requirements

QUALIFICATIONS:

• Education: High school diploma or equivalent. An Associate's degree in IT or a related field is a plus.
• Experience: Previous experience in a customer service role; experience in an IT support role is preferred but not required.
• Technical Skills: Basic knowledge of computer hardware, operating systems (Windows, macOS), and common software applications (Microsoft Office Suite).
• Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users.
• Problem-Solving Skills: Strong troubleshooting and problem-solving abilities.
• Customer Service Orientation: Friendly, patient, and committed to providing exceptional customer service.
• Team Player: Ability to work effectively both independently and as part of a team.
• Preferred experience with: M365, Jira Service Management, Intune, Tailscale VPN, EZ Office, Five9, Salesforce, Azure Virtual Desktop.
• Preferred Certifications: CompTIA A+, ITIL Foundation, or similar certifications are a plus but not required.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer
• Continually required to utilize hand and finger dexterity
• Continually utilize visual acuity to operate equipment, read
  technical information, and/or use a keyboard

AMBA is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture, attracting top talent with shared values and forming the foundation for a great place to work.