DESKTOP SERVICES TECHNICIAN I at Kent Corporation in Muscatine, Iowa

Job Description:

As a result of an exciting internal promotion, KENT® Corporation has an excellent full-time, salaried opportunity to join our team as a Desktop Services Technician! Ready to grow with a five-time US Best Managed Company Award-Winner? If you have a passion for learning, problem-solving, and excellent communication skills, we want to hear from you! 

PRIMARY DUTIES & RESPONSIBILITIES:

• End user support involving documenting the user's issue, conducting problem diagnosis as the initial point of contact in IT, and deploying and supporting end user computers along with the software installed locally.


• Answer approximately 25% of calls coming into Desktop Services monthly.


• 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.).
  
  
  
  • DS1’s objectives is to Escalate incident tickets to DS2 queue that cannot be resolved in 3 hours of conversation with user; can reach out to other team members during that time frame if available for assisting.
    
  
  
  
  


• Set-up end-user computer systems, install standard configuration and 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.


• Actively contribute to on-going process improvement


• Perform other duties and/or special projects as assigned

EDUCATION:

• Associate’s degree in Computer Science or related field, or below experience

EXPERIENCE & QUALIFICATIONS:

• 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


• Ability to complete multiple simultaneous tasks and/or projects in a timely manner

TRAVEL:

• Requires the ability and willingness to travel as needed to various KENT Corporation locations.

OTHER:

• Requires the ability and willingness to work outside the schedule of 7 a.m.- 7:00 p.m. CT Monday through Friday.

See job description