Help Desk Support

Title: Help Desk

Location: local to Des Moines Metro [ Ankeny, Johnston, West Des Moines, Waukee, Grimes, Ames.. ] and willing to be onsite 3-5 days a week.

Job Description:

Help Desk Job Responsibilities:

• Respond to requests for technical assistance in person, via phone, chat or email
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Follow up with customers and users to ensure complete resolution of issues
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Resolve technical problems with Local Area Networks and Wide Area networks
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates
• Help update training manuals for new and revised software and hardware

Education, Qualifications and Experience

• Bachelors degree preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Experience researching, analyzing and interpreting automated system problems
• Knowledge of relevant call tracking applications
• Knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing help desk support

Key Skills and Competencies

• Oral and written communication skills
• Learning skills
• Customer service orientation
• Problem analysis
• Problem-solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance

Job Types: Full-time, Contract

Pay: $30,000.00 - $40,000.00 per year

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Preferred)
• Help desk support: 1 year (Preferred)

License/Certification:

• Are you local to Iowa? (Preferred)

Work Location: In person