Infoway Solutions LLC is seeking a Desktop Support Technician to deliver high-trust onsite and remote IT support for senior executives and VIP users in Des Moines, IA. This role blends hands-on troubleshooting with customer-facing support, with a focus on keeping critical devices, Microsoft 365 tools, and connectivity working smoothly while maintaining strict confidentiality.
In this position, you will support Windows desktop and laptop environments, Microsoft Surface devices, enterprise mobile technology, and executive meeting and conference room systems. You will also play a key role in executive onboarding and offboarding by documenting support activities and ensuring transitions are handled securely and accurately.
Responsibilities
- Provide onsite and remote IT support to executives and VIP users.
- Troubleshoot Windows 10/11 desktops, laptops, and Microsoft Surface devices, including peripherals.
- Support Microsoft 365 applications: Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
- Diagnose hardware and software issues, including printers, scanners, docking stations, monitors, and related connectivity problems.
- Provide technical support for iPhones, iPads, and Android devices.
- Assist with laptop setup, device configuration, upgrades, replacements, and migrations.
- Support executive meetings and conference rooms, including audio, video, cameras, microphones, and presentation systems.
- Troubleshoot VPN, Wi-Fi, network connectivity, login, password, and multi-factor authentication issues.
- Coordinate with infrastructure, networking, security, and application teams to resolve complex technical issues.
- Maintain and update service tickets, document troubleshooting steps, and drive timely resolution.
- Support executive onboarding and offboarding activities.
- Maintain confidentiality and follow company security policies.
Requirements
- 5–8+ years of experience in Desktop Support, Deskside Support, or End-User Computing (EUC).
- Experience supporting senior executives, VIP users, or leadership teams.
- Strong working knowledge of Windows 10/11 and enterprise desktop hardware.
- Hands-on experience with Microsoft 365 applications.
- Experience with Microsoft Intune, SCCM / Configuration Manager, or Windows Autopilot.
- Knowledge of iOS, Android, and Mobile Device Management (MDM).
- Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN connectivity.
- Knowledge of Microsoft Entra ID and Multi-Factor Authentication (MFA).
- Experience with IT ticketing systems such as ServiceNow or similar platforms.
- Excellent communication, troubleshooting, and customer service skills.
- Ability to handle urgent requests professionally while maintaining confidentiality.
Preferred Qualifications
- Experience supporting C-level executives and VIP users.
- Experience in enterprise IT or managed services environments.
- Experience supporting executive conference rooms and Microsoft Teams meetings.
- Microsoft certifications or ITIL Foundation certification (plus).
Work Location and Schedule
- Location: Des Moines, IA (onsite)
- Also on the road
- Expected hours: 40.0 hours per week
Compensation
$20.00–$23.00 per hour
Technologies: Windows 10, Windows 11, Microsoft Surface devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, Microsoft Intune, SCCM / Configuration Manager, Windows Autopilot, iOS, Android, MDM, TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, Microsoft Entra ID, Multi-Factor Authentication (MFA), ServiceNow
