Service Desk/Desktop Support Technician

Connection
United States, Iowa, Urbandale
May 01, 2025
Service Desk/Desktop Support Technician Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Urbandale, IA CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. https://www.connection.com/ keywords: position summary,position details,technical,support,education & experience,skills Full Time $24.00/Hr. - $25.00/Hr. Overview: Connection has a fantastic opportunity through our Technical Staffing division for a Desktop Support Technician in Urbandale, IA. This is an onsite opportunity. The opportunity is based on a contract to hire model offering great benefits. We are looking for a motivated and customer-oriented Desktop Support Technician (Level 1) to join our IT Service Desk team. This role provides hands-on technical support for both office and field staff across our regional operations. The ideal candidate will have a can-do attitude, excellent interpersonal skills, and the ability to resolve first-level technical issues efficiently in a dynamic environment. Responsibilities: Serve as the first point of contact for IT support, providing timely and professional assistance to end users. Troubleshoot and resolve issues related to Windows workstations, Microsoft 365 applications, network connectivity, printers, and mobile devices. Fulfill service requests including onboarding new users, setting up workstations, installing software, and supporting peripheral devices. Manage and resolve tickets assigned via round-robin queue, ensuring adherence to defined SLAs. Accurately document issues, resolution steps, and contribute to the knowledge base to support ongoing improvements. Escalate unresolved or complex technical issues to Level 2 or engineering teams as necessary. Participate in scheduled after-hours support rotation when needed. Entity of type com.vizirecruiter.common.domain.model.Label with id: 484 Requirements: 1–2 years of experience in a technical support or IT help desk role. Familiarity with IT ticketing systems such as Freshservice, ServiceNow, or similar platforms. Proficient in Microsoft 365, Windows OS, and basic endpoint troubleshooting. Strong communication and interpersonal skills with a customer-first mindset. Ability to prioritize tasks and work independently in a fast-paced setting. Associate degree in an IT-related field or equivalent hands-on experience. Positive attitude, reliability, and a willingness to learn and grow within the role.