Desktop Services Technician I

Kent Corporation

Muscatine, IA Technology / Customer Service

Kent Corporation in Muscatine, Iowa has an opening for a Desktop Services Technician I in their IT Department. This position is responsible for providing end user support services that meet Kent Corporation’s IT technical and business objectives. This includes documenting the user’s issue and performing problem diagnosis as IT’s first point of contact as well as deployment and support of end user computers and the locally installed software. This position applies proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues.


PRIMARY DUTIES & RESPONSIBILITIES:

  • Provide first line of support to users and document the user’s issue in Service Desk tool
  • Answer monthly approximately 25% of calls coming into Desktop Services
  • Monitor support call queue for new support calls and respond accordingly
  • Provide Level 1 and Level 2 end user problem resolution by identifying, diagnosing, documenting and resolving issues reported by users. (Examples: Password resets, Email issues, Printer setup and support, VPN, etc.) 
  • Handle approximately 30%+ of customer requests. (Examples: New User Requests, Administer add, move, changes to Active Directory, Exchange, Client Software installs, etc.)
  • Set-up end-user computer systems, install standard configuration & specialty software applications
  • Document and maintain inventory usage, asset tracking and disposal
  • Develop work instructions and follow pre-established guidelines to perform functions of the job
  • Report monthly activities to manager
  • Actively contribute to on-going process improvement
  • Ability to complete multiple simultaneous tasks and/or projects in a timely manner
  • Perform other duties and/or special projects as assigned


CORE COMPETENCIES:  

Listening, Problem Solving, Creativity, Directing Others, Independent Judgement, Interpersonal Savvy, Organized, Good Documentation and Communication Skills


EDUCATION, EXPERIENCE, QUALIFICATIONS:

  • Associate’s degree in Computer Science or related field, or below experience
  • Equivalent of 1-2 years Help Desk experience as well as Desktop Support experience a plus
  • Must be familiar with standard concepts, practices, and procedures in a PC related field
  • Must be familiar with PC hardware, software and operating systems
  • Knowledge of ITIL processes a plus
  • Knowledge of network operating systems a plus


TRAVEL: 

  • Travel - Ability and willingness to travel as needed to various Kent Corporation locations

Job ID: 67890

Posted 13 days ago

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