IT Deskside Support Staff

Job Title: IT Deskside Support Staff Department: Information TechnologyReports To: IT Support Manager / IT Operations ManagerJob SummaryThe IT Deskside Support Staff provides hands-on technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues. This role focuses on delivering responsive, customer-oriented IT support to ensure employees can effectively use technology in their daily work.Key ResponsibilitiesProvide on-site and remote deskside support for desktops, laptops, printers, mobile devices, and peripheralsDiagnose and resolve hardware, software, operating system, and application issuesInstall, configure, and upgrade computer systems, software, and standard applicationsSupport Windows operating system and common business applications (e.g., Microsoft 365)Set up new user workstations, including hardware deployment and user account configurationManage user accounts, passwords, and permissions in Microsoft 365 and other business applications.Respond to IT service requests and incidents according to defined SLAsEscalate complex issues to infrastructure or specialized support teams as neededPerform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity)Maintain accurate documentation of incidents, solutions, and asset inventoryEducate users on basic IT usage, security awareness, and best practicesRequired Skills and CompetenciesStrong customer service and interpersonal skillsHands-on experience with desktop and laptop hardware troubleshootingKnowledge of Windows 10/11 and/or macOS environmentsFamiliarity with Microsoft 365, email systems, and common office applicationsBasic understanding of networking concepts (IP addressing, Wi-Fi, VPN)Ability to follow procedures and document technical issues clearlyGood time management and multitasking abilitiesQualificationsDiploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)1–3 years of experience in deskside, desktop, or helpdesk support rolesRelevant certifications are an advantage (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications)Working ConditionsPrimarily on-site role in Washington, IA with frequent interaction with end usersOccasional on-site role in Coralville, IAMay require occasional after-hours or weekend supportSome lifting of IT equipment (desktops, monitors, printers)Preferred AttributesPatient, proactive, and solution-oriented mindsetAbility to work well in a team-oriented support environment