Support Jobs in Boyden, IA

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Help Desk

Demco Mfg Boyden, IA

Boyden, IA

Today

Full time Active Directory Application Support End User Support

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Job Description

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.

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