• IT Support Specialist I - IT

    Mom's Meals (Des Moines, IA)


    Position SummaryThe 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