Level 1 Service Desk Technician (IT Support)

Salary: $62,400 – $72,800

Company

A technical staffing and recruitment firm specializing in STEM professional placements.

What you will do

• Act as the first point of contact for IT service requests, incidents, and alerts via the enterprise ITSM platform.
• Provide Tier 1 diagnostic support for Windows 11, macOS, iOS devices, peripherals, and network printers.
• Administer user access and troubleshoot Microsoft 365, Teams, and Active Directory.
• Execute provisioning tasks, including user onboarding, account setups, software installations, and hardware deployments.
• Resolve basic network connectivity issues involving IP configurations, DNS, DHCP, and VPN troubleshooting.
• Maintain detailed resolution logs and contribute troubleshooting steps to the internal knowledge base.

Requirements

• Minimum of 2 years of professional IT support or help desk experience.
• Proficiency with Windows 11, macOS, Active Directory, and endpoint management tools like Intune.
• Direct experience with enterprise ITSM ticketing platforms (e.g., ServiceNow, Zendesk).
• High School Diploma or GED required (Associate’s or Bachelor’s degree in IT preferred).
• Excellent verbal and written communication skills and customer service orientation.
• Must be based in Urbandale, IA.

Nice to have

• ITIL Foundation certification.
• CompTIA A+ or CompTIA Network+ certifications.
• Microsoft Certified: Fundamentals.

Culture & Benefits

• Medical, dental, and vision insurance (for assignments lasting 13+ weeks).
• 401k retirement plan.
• Statutory sick pay where required.
• Commitment to reasonable accommodations for individuals with disabilities.