IT Support Specialist I - ITMom's Meals • Des Moines, IA, US

IT Support Specialist I - IT

Mom's Meals • Des Moines, IA, US

2 days ago

Job type

Full-time

Job description

Job Description

The IT Support Specialist I provides front-line technical support to end-users, assisting with basic troubleshooting and resolving common hardware, software, and network issues. As an entry-level role, this position focuses on delivering excellent customer service and escalating more complex problems to Tier 2 or specialized IT teams.

This position will work hours of 8 : 00am-5 : 00pm with some on call rotation.

Position Responsibilities may include, but not limited to

Deliver excellent customer service by providing timely and professional communication with end-users
Educate users on basic IT processes and provide guidance on self-service tools
Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
Follow up with end-users to ensure issues are resolved and customers are satisfied
Assist in the installation, configuration, and setup of hardware and software for new users
Maintain an inventory of IT assets, including hardware and software licenses
Assist in recycling of decommissioned assets
Work closely with other IT support team members to ensure seamless issue resolution
Participate in team meetings to discuss common issues, trends, and improvements to support processes
Primarily office-based, with occasional remote support duties
On call rotation required, may require occasional after-hours or weekend work during critical periods
May require travel other Mom's Meals locations

Required Skills and Experience

High school diploma or equivalent

Basic understanding of computer hardware, software, and networking

Familiarity with Windows operating systems and Microsoft Office 365 applications

Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)

Strong communication and customer service skills

Must be a self-starter and be able to work without direct supervision

Ability to follow instructions and work in a fast-paced environment

Ability to lift 50 pounds; stand for extended periods of time

Ability to bend down and work under desks as needed

Preferred Skills and Experience

Associate's degree in IT or related field

0-1 year of experience in an IT support or help desk role

Certifications such as CompTIA A+ or ITIL Foundation

Basic knowledge of ticketing systems and remote support tools

Physical Requirements

Repetitive motions that include the wrists, hands and / or fingers

Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods

Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

Typical office environment, majority of work performed on computer

Ability to carry and lift up to 40 lbs

Must be able to bend, kneel and crawl in tight spaces

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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It Support Specialist • Des Moines, IA, US