Description:
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, OneDrive 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 AutoTask 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.
