Desktop Support Technician

Description

Deskside Support – provide day to day local desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. A Desktop Support Engineer provides Break Fix, fault diagnosis and resolution, delivering fault analysis to customer’s core operating systems and platforms and applying desktop fault resolution for the approved application suite.

The ideal candidate should have 3‑5 years of experience in user support, Windows Desktop support & IT infrastructure, network support, and basic knowledge of Mac OS for Apple users and iDevices.

• Provide first/second level contact and problem resolution for customer issues.
• Provide standard and non‑standard technical support to end‑users in response to specific requests and troubleshoot standard and non‑standard hardware and software problems.
• Install, upgrade, support and troubleshoot computer hardware (computers, PCs, laptops, iPads, iPhones, printers, other user devices).
• Install, upgrade, support and troubleshoot Windows 10, Microsoft Office, O365 and other authorized desktop applications.
• Install, upgrade, support and troubleshoot MS Teams Room system and other conference room equipment and solutions.
• Install, upgrade, support and troubleshoot basic active network equipment and components (including cabling and connectivity) and office IT infrastructure components.
• Work with third‑party vendors to remediate complex audio‑visual issues.
• Execute the new‑user onboarding process and steps (room and connectivity preparation, device configuration, handover, training).
• Perform end‑user training within the desktop support domain.
• Perform assigned IT project tasks (e.g., office relocation projects, technology change and replacement, new systems roll‑outs).
• Maintain ticket updates for all reported incidents and record critical data in the ITIL platform (Service Now).
• Maintain asset management database.
• Perform general preventative maintenance tasks on computers, laptops, printers, user devices.
• Perform remedial repairs on desktops, laptops, printers and other authorized peripheral equipment.
• Administer telecom provider’s wireless devices/accounts.
• Ensure acceptable user satisfaction from IT services (measured every quarter).
• Work within a GxP regulated environment and a project‑based environment requiring flexibility and teamwork.

• Desktop, Windows 10, MS Office, printer mapping

• Excellent customer service and communication skills.
• Problem solving and ability to work as a sole technician with minimal supervision.
• Proven analytical, troubleshooting and problem‑solving skills.
• Proven ability to multi‑task, effectively determine priorities and meet SLAs.
• Excellent communication relationship‑building and internal customer service skills.
• Adaptable and flexible in a fast‑changing industry and work environment.
• Willingness to work off‑hours and weekends when required for projects or emergency support.

• Windows 10, MS Office 365 and O365, PC hardware & IT network infrastructure installation and troubleshooting.
• Microsoft Active Directory.
• Helpdesk ticketing systems.
• Conference Room technologies (MS Teams Room, video cameras, speakers, and mics).
• Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.

Intermediate Level

This is a Contract position based out of Fort Dodge, IA.

The pay range for this position is $25.00 – $27.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include:
Medical, dental & vision;
Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available;
Life Insurance (Voluntary Life & AD&D for the employee and dependents);
Short and long‑term disability;
Health Spending Account (HSA);
Transportation benefits;
Employee Assistance Program;
Time Off/Leave (PTO, Vacation, or Sick Leave).

This is a fully onsite position in Fort Dodge, IA.

This position is anticipated to close on Dec 19, 2025.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.