Help Desk

The Help Desk role at Demco Mfg is the primary point of contact for day-to-day IT support in a fast-moving, multi-location environment. You will handle incoming requests, troubleshoot issues at the first level, manage the help desk ticket queue, and escalate when deeper expertise is needed.

Key Responsibilities

• Act as the primary contact for employee IT support requests.
• Troubleshoot issues involving workstation and laptop hardware, monitors, docking stations, printers, scanners, phones, and related peripherals.
• Support Microsoft 365 applications and other commonly used business applications.
• Troubleshoot basic network, wireless, VPN, and connectivity problems.
• Assist employees with password, MFA, account, and access-related issues.
• Provide support to employees across all Demco locations.
• Monitor and manage the IT help desk ticket queue.
• Document reported issues, troubleshooting steps, and final resolutions accurately.
• Prioritize requests based on business impact and urgency.
• Communicate current status and expected next steps to end users.
• Escalate issues appropriately when additional technical expertise is required.
• Identify recurring support issues and share them with the IT team for permanent resolution.
• Assist with employee onboarding, transfers, and offboarding.
• Configure and deploy computers, monitors, phones, printers, and other technology.
• Install approved applications and maintain standard workstation configurations.
• Maintain accurate computer, peripheral, and equipment inventory.
• Support user accounts, groups, permissions, and Microsoft 365 administration within established procedures.
• Follow established cybersecurity policies and procedures, including assisting with MFA and other security technologies.
• Recognize and escalate suspicious emails, malware, account activity, or other potential security events.
• Help educate employees on safe and appropriate use of company technology.
• Create and maintain documentation for common support issues and procedures.
• Develop repeatable processes for common Help Desk activities.
• Maintain accurate records of equipment assignments and system changes.
• Support the System Admin Specialist and System Administrator with projects and deployments.
• Participate in workstation replacements, software deployments, equipment upgrades, and other IT initiatives.
• Develop technical skills through cross-training with other members of the IT team.

Required Qualifications

• Working knowledge of Windows 10/11 and Microsoft 365 applications, along with common workstation hardware, printers, scanners, phones, and peripheral devices.
• Basic understanding of Active Directory, user accounts, groups, permissions, password resets, MFA, and Microsoft 365 account administration.
• Basic knowledge of TCP/IP networking, wired and wireless connectivity, VPNs, and common network troubleshooting concepts.
• Experience using or ability to learn ticketing/IT service-management systems, remote-support tools, endpoint tools, and equipment inventory processes.
• Strong troubleshooting and problem-solving skills, including the ability to follow documented procedures and recognize when escalation is appropriate.
• Strong customer-service skills with written and verbal communication, prioritization, and organizational abilities.
• Ability to work with employees across different technical skill levels and explain solutions clearly.
• Ability and willingness to learn new technologies and develop additional skills in systems, networks, security, and business applications.

Technologies

• Windows 10/11
• Microsoft 365
• Active Directory
• MFA
• TCP/IP
• VPN

Location and Work Setting

Boyden, IA (onsite)

Benefits

• 12 Paid Holidays
• Birthday Paid Off
• PTO Accrual
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life and Short Term Disability Insurance
• Accident and Critical Illness Plans
• 401k Retirement Plan
• Safety Shoes/Glasses Allowance
• Short Term Disability
• Paid Parental Leave

Benefits Timing

• Benefits Day 1: 12 Paid Holidays; Birthday Paid Off; PTO Accrual
• 1st of the month after 30 days: Health Insurance; Dental Insurance; Vision Insurance; Life and Short Term Disability Insurance; Accident and Critical Illness Plans
• 1st of the month after 60 days: 401k Retirement Plan; Safety Shoes/Glasses Allowance
• 1st of the month after 6 months: Short Term Disability; Paid Parental Leave

Preferred Experience

• Experience supporting users in a manufacturing, multi-site, or Microsoft 365 environment.
• Experience with endpoint deployment, device inventory, onboarding/offboarding, and user-account administration.
• 1+ years of IT support, help desk, desktop support, or comparable customer-facing technical experience preferred; equivalent technical training or demonstrated experience will be considered.
• Associate's degree, technical diploma, or coursework in Information Technology, Computer Science, Networking, or a related field preferred; an equivalent combination of education, certifications, and relevant experience will be considered.