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Dart Information Technology Support Specialist in Des Moines, Iowa

Position Summary:

The IT Support Specialist assists end users in resolving hardware and software issues by fielding helpdesk requests, diagnosing problems and performing troubleshooting activities to resolve the issue. The IT Helpdesk Specialist will provision new users and computers and provide end user training on technology solutions. This individual will be responsible for providing excellent customer service to users and customers.

Essential Functions of this Position:

  • Provide direct, timely and courteous support for technology end users and track resolution of their technology requests using DART’s central ticketing system and within agreed upon SLAs

  • Assist IT staff with implementation, upgrade or support of new or existing software and hardware per the direction of the Information Technology Manager

  • Assist with the deployment, monitoring, maintenance, troubleshooting, and support of IT systems, including PCs, operating systems, hardware, software, and peripherals

  • Provision new user accounts and computers and complete a comprehensive on-boarding process for new employees

  • Perform daily monitoring and logging tasks as related to server, PC, antivirus, and software update policies, and remediate as directed

  • Aid in the documentation of all core systems configurations, processes, procedures, and system access requirements

  • Actively maintain IT resource inventory

Additional Responsibilities of this Position:

  • Work with stakeholders to identify business needs, and develop technological solutions to meet those needs

  • Aid in training activities for end users

  • Participate in monthly patching weekends and after hours support as requested

  • Participate in a 24x7 on call rotation with fellow IT staff members

Education and/or Experience:

  • Associate’s degree from an accredited university or college with major coursework in Computer Science or Management Information Systems OR equivalent experience

  • Previous helpdesk experience preferred

  • Technical certifications preferred (Microsoft, CompTIA, Cisco, etc.)

Knowledge, Skills, Abilities and Competencies:

Knowledge of: Windows Client OS, Active Directory, Windows Server OS, problem troubleshooting processes

Skill or Ability to: Provide exceptional customer service to staff; prioritize and execute tasks in a high-pressure environment; communicate clearly with users and stakeholders; be a self-starter with ability to work as part of a team or individually; solve technical issues in a timely fashion; maintain network security; ensure confidentiality and integrity of company data; manage simultaneous activities with competing priorities

Competency to: Champion customer needs; communicate effectively in a fast-paced environment; efficiently organize and balance tasks and priorities; solve complex problems