Desktop Support Specialist or Desktop Support Specialist II

Description

Desktop Support Specialist I or Desktop Support Specialist II

Location: Cedar Rapids (This position is located at the Corporate Office in Cedar Rapids, Iowa. Candidates must live in or within a commutable distance to Cedar Rapids, or willing to relocate).
Department: Information Technology
Employment Type: Full-Time

Connect Communities. Grow Your Career. Make an Impact.

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Desktop Support Specialist, you will serve as a front-line, internal customer-facing representative responsible for responding to Help Desk tickets, resolving routine technical issues, and supporting end users with hardware, software, and peripheral setup.

• Assist end users with basic break/fix troubleshooting and hardware/software issues.
• Assist with basic account management tasks (e.g., user rights, distribution groups, permissions).
• Deploy phone, laptops, and peripherals using preconfigured images and standard installation procedures, and installing hardware/software to meet end user requirements.
• Support equipment moves, adds, and changes following established procedures.
• Provide basic support for mobile devices including configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.
• Assist with the management of the printer and copier fleet including configuration, working with vendors for maintenance and repairs, maintain the required supplies, and troubleshooting end user setup issues.
• Perform basic system maintenance such as software installations, driver updates, and hardware checks.
• Support new employee onboarding by setting up equipment and delivering basic IT orientation (email, security, policies).

• Provide support for end-users, including diagnosing and resolving hardware, software, and network-related issues.
• Troubleshoot and resolve complex desktop problems across various operating systems and applications.
• Manage IT service desk tickets while assisting with workload prioritization.
• Assist end users with break/fix troubleshooting and equipment moves/adds/changes.
• Manage changes related to physical and logical access by granting access and permissions based on security requirements.
• Deploy telephone, computing, and peripherals by building images, managing configuration templates, and installing hardware/software to meet end user requirements.
• Utilize deployment systems for PC imaging, application deployment, and patch management delivery.
• Mobile device management including device configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.

• Strong communication and customer service skills
• A positive, professional attitude, even in challenging situations
• Technical curiosity and a willingness to learn
• Dependability and attention to detail
• Ability to work independently and as part of a team
• Comfortable working outdoors and at heights (ladder work, crawl spaces, etc.)

Requirements

Level I:

• High School diploma or equivalent required.
• 0-2 years of desktop support or related IT experience.
• Basic knowledge of PC desktop hardware, software, and peripheral equipment.
• Basic understanding of PC troubleshooting and imaging processes.
• Basic knowledge of patch management in a Microsoft windows environment.
• Familiarity with backup systems and basic file restore procedures.
• Basic understanding of Active Directory and user account management.
• Basic knowledge of Power Shell scripting.
• Valid driver’s license required to facilitate onsite support at various locations.

Level II:

• All requirements for a level I
• At least 3 years of relevant hands-on IT support experience (in similar roles such as Desktop Support, IT Help Desk)
• Proven problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Demonstrated expertise in desktop hardware, software, and peripheral troubleshooting.
• Experience in PC imaging, deployment, and support within a Windows-based enterprise environment.
• Proficiency in desktop…