Job Description
Job Title: IT Deskside Support Staff
Department: Information Technology
Reports To: IT Support Manager / IT Operations Manager
Job Summary
The IT Deskside Support Staff provides hands-on technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues. This role focuses on delivering responsive, customer-oriented IT support to ensure employees can effectively use technology in their daily work.
Key Responsibilities
- Provide on-site and remote deskside support for desktops, laptops, printers, mobile devices, and peripherals
- Diagnose and resolve hardware, software, operating system, and application issues
- Install, configure, and upgrade computer systems, software, and standard applications
- Support Windows operating system and common business applications (e.g., Microsoft 365)
- Set up new user workstations, including hardware deployment and user account configuration
- Manage user accounts, passwords, and permissions in Microsoft 365 and other business applications.
- Respond to IT service requests and incidents according to defined SLAs
- Escalate complex issues to infrastructure or specialized support teams as needed
- Perform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity)
- Maintain accurate documentation of incidents, solutions, and asset inventory
- Educate users on basic IT usage, security awareness, and best practices
Required Skills and Competencies
- Strong customer service and interpersonal skills
- Hands-on experience with desktop and laptop hardware troubleshooting
- Knowledge of Windows 10/11 and/or macOS environments
- Familiarity with Microsoft 365, email systems, and common office applications
- Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN)
- Ability to follow procedures and document technical issues clearly
- Good time management and multitasking abilities
Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 1–3 years of experience in deskside, desktop, or helpdesk support roles
- Relevant certifications are an advantage (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications)
Working Conditions
- Primarily on-site role in Washington, IA with frequent interaction with end users
- Occasional on-site role in Coralville, IA
- May require occasional after-hours or weekend support
- Some lifting of IT equipment (desktops, monitors, printers)
Preferred Attributes
- Patient, proactive, and solution-oriented mindset
- Ability to work well in a team-oriented support environment
Job Tags
Work at office, Remote work,