Our West Des Moines client is seeking a Bilingual Service Desk Support Analyst for a long-term contract position. This role offers the chance to work with a dynamic team and contribute to a company that values employee ownership through its Employee Stock Ownership Plan (ESOP). If you are passionate about providing exceptional support and eager to be part of a collaborative environment, we invite you to apply!
Work model:
- On-Site
What you will do:
- Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices and apps, or other IT-related items
- Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals
- Provide support for Windows/Mac/iOS devices, including troubleshooting and in-depth diagnostics
- Reset passwords and/or multi-factor authentication and troubleshoot access management issues
- Prioritize tickets based on department guidelines of incidents first, service requests second, and projects third, and considers impact and urgency when determining priority within each category
- Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries
- Provide updates to users via voicemail, e-mail, text/chat, or in-person communication
- Verify that a technical document exists for all installations, problems, and issues, and create documentation in instances where no documentation exists
- Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies
- Provide daily technical and operational assistance with good judgment, attention to detail, persistence, and timeliness.
What you will need to be successful:
- High school diploma or equivalent
- Bilingual strongly preferred
- An undergraduate degree in MIS, Computer Science, or equivalent is highly desired
- CompTIA A+ and Network+ certification is preferred
- 1+ years of working experience in a Service Desk environment
- 1+ years of working experience with Microsoft products, including Windows 10 and Microsoft Office
- Working knowledge of Microsoft/Apple-based products
- Strong customer service, troubleshooting, and problem-solving skills
- Must be able to work in a fast-paced environment with regularly changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards
- Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work
- Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates
Benefits overview:
- 401k
- Major health insurance
- Employee Stock Ownership Plan (ESOP)
- Click here for a complete list of benefits
Interested and qualified candidates can contact Tom Young at (515) 225-7000 or email Tom at tyoung@thepalmergroup.com.
