Help Desk Technician

Help Desk Technician role based onsite in Waucoma, IA, delivering first-line IT support to end users.

Responsibilities

• Maintain regular and predictable attendance as a baseline requirement
• Work overtime when needed; occasional after-hours support may be required
• Availability to work holidays as needed
• Serve as the primary contact for inbound IT requests via phone, email, and ticketing system
• Troubleshoot and resolve basic hardware, software, and connectivity issues
• Manage user accounts in Active Directory, including password resets, account unlocks, and group memberships
• Provide support for Microsoft 365 apps including Outlook, Teams, and Office
• Assist users with Windows 11 workstations, printers, and peripherals
• Support basic network issues such as Wi-Fi, VPN, and general access problems
• Process add/move/change (AMC) requests
• Set up new users and onboarding activities
• Deploy equipment such as laptops, phones, and accessories
• Support office moves and workstation setup
• Assist with mobile device and phone provisioning and support
• Document all support activity, resolutions, and procedures in the ticketing system
• Maintain accurate inventory of IT equipment and assigned assets
• Escalate unresolved or complex issues to System Administrator or Systems Engineer
• Provide clear, professional communication to end users
• Balance desk-based work with hands-on troubleshooting
• Maintain confidentiality of information
• Perform other duties as needed or assigned

Requirements

• 1–3 years of experience in a Help Desk or technical support role, or equivalent
• Fundamental knowledge of Windows operating systems (Windows 10/11) and Active Directory user management
• Basic networking fundamentals (IP, DNS, DHCP basics)
• Experience with Microsoft 365 (Outlook, Teams, Office apps)
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication abilities
• Self-motivated with the ability to follow directions, complete time-sensitive tasks, and meet deadlines with minimal supervision
• Microsoft Office experience: 1 year (Required)

Technologies

• Active Directory
• Microsoft 365
• Windows 10
• Windows 11
• Outlook
• Teams
• Office

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Key Traits for Success

• Organized and detail-oriented in a fast-paced, user-facing environment
• Capable of prioritizing and managing multiple requests concurrently
• Willingness to learn and grow within IT

Work Environment

The work environment and physical characteristics are representative of those encountered while performing the essential functions of this position.

Job Details

• Job type: Full-time
• Location: Waucoma, IA (onsite)
• Salary: USD 40,000 per year
• Experience emphasis: Microsoft Office experience required (1 year)