IT Support Technician - Level 1

Summary:

The IT Support Technician is responsible for supporting all technology-related interfaces for Landus employees and assisting the Landus IT Field Team. This role ensures a seamless IT experience by managing escalated Service Desk calls, troubleshooting issues, and maintaining IT systems. The technician will provide hands-on support, diagnose technical problems, and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within, and this role provides a strong foundation for career progression in IT.

Essential Duties & Responsibilities:

Other duties may be assigned.

Service Desk & End-User Support

• Deliver in-person IT support for users in the Des Moines office.
• Set up and provide support for conference room technology before, during, and after in-person meetings.
• Provide IT support to Landus end users by answering Service Desk calls and actively monitoring the ticket queue.
• Work with new employees by assisting them with first time log in, MFA, and accessing company resources such as email, Teams, One Drive etc..
• Decommission network accounts for off-boarded employees and ensure equipment is returned.
• Setup and decommission equipment including desktops, laptops, cell phones and iPads for new hires or the IT Field Team
• Clearly, concisely, and promptly document all customer interactions in the Kaseya Auto Task ticketing system.
• Ensure compliance with established service level agreements (SLAs) to meet end-user expectations.
• Proactively communicate status updates to users regarding ongoing issues.
• Build strong working relationships with Service Desk customers and department managers.
• Advocate for a seamless, efficient, and positive end-user experience.

Ticket Management & Escalation

• Troubleshoot and resolve technical issues; escalate tickets to Backend, Development/Data, or other teams as appropriate.
• Apply diagnostic tools and available resources to effectively identify root causes.
• Access and utilize software updates, drivers, knowledge bases, and other technical resources to resolve incidents.
• Identify trends in recurring issues and collaborate with appropriate teams to reduce repeat tickets.

Hardware & User Provisioning

• Provision, configure, and deploy hardware and user accounts for new hires, role changes, and replacements.
• Prepare and configure replacement hardware for field teams.
• Decommission user accounts for offboarded employees.
• Securely prepare computers and equipment for disposal.
• Perform remote system-level support, including hardware setup, software installations, updates, backups, and general system setup.

Documentation & Continuous Improvement

• Create and maintain clear documentation for technical processes, troubleshooting steps, and end-user self-help resources.
• Develop documentation aimed at reducing recurring issues and improving first-call resolution.
• Identify and implement process improvements that reduce ticket volume and drive overall productivity.

Requirements

Position Requirements:

Education & Experience:

• A bachelor's degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred.
• An associate's degree in computer science or equivalent experience (1-2 years) with relevant IT certifications will also be considered.

Skills Required:

• Experience with a broad range of end-user technologies, including Windows, Microsoft 365 products, and conference room equipment.
• Strong troubleshooting skills, diagnostic abilities, and customer service orientation.
• Ability to apply technical knowledge effectively to resolve IT-related problems.
• Excellent communication skills to assist and educate end users.

Certificates, Licenses, & Registrations:

• A valid driver's license is required, as this role involves minimal travel to various locations.
• Employees must adhere to the organization's motor vehicle safety policy.
• Certifications such as CCNA, MCSE, MCTS, or ITIL are highly desirable but not required.

Physical Requirements:

• This role involves maintaining IT equipment, including transporting, unpacking, and installing computer systems or servers.
• The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet.
• Ability to navigate tight maintenance spaces, stairs, and ladders as needed.
• May require tolerance for working at heights.

Work Environment:

• The work environment includes office settings, server rooms, and occasional customer locations.
• Occasional exposure to high places, outdoor conditions, and electrical equipment.
• Noise levels are typically moderate.