IT Support Technician - Level 1

Summary: 

The IT Support Technician is responsible for supporting all technology-related interfaces for Landus employees and assisting the Landus IT Field Team. This role ensures a seamless IT experience by managing escalated Service Desk calls, troubleshooting issues, and maintaining IT systems. The technician will provide hands-on support, diagnose technical problems, and contribute to improving overall IT service efficiency.  Landus is committed to developing talent from within, and this role provides a strong foundation for career progression in IT. 

Essential Duties & Responsibilities: 

Other duties may be assigned. 

Service Desk & End-User Support 

• Deliver in-person IT support for users in the Des Moines office. 
• Set up and provide support for conference room technology before, during, and after in-person meetings. 
• Provide IT support to Landus end users by answering Service Desk calls and actively monitoring the ticket queue. 
• Work with new employees by assisting them with first time log in, MFA, and accessing company resources such as email, Teams, OneDrive etc..  
• Decommission network accounts for off-boarded employees and ensure equipment is returned. 
• Setup and decommission equipment including desktops, laptops, cell phones and iPads for new hires or the IT Field Team  
• Clearly, concisely, and promptly document all customer interactions in the Kaseya AutoTask ticketing system. 
• Ensure compliance with established service level agreements (SLAs) to meet end-user expectations. 
• Proactively communicate status updates to users regarding ongoing issues. 
• Build strong working relationships with Service Desk customers and department managers. 
• Advocate for a seamless, efficient, and positive end-user experience. 

Ticket Management & Escalation 

• Troubleshoot and resolve technical issues; escalate tickets to Backend, Development/Data, or other teams as appropriate. 
• Apply diagnostic tools and available resources to effectively identify root causes. 
• Access and utilize software updates, drivers, knowledge bases, and other technical resources to resolve incidents. 
• Identify trends in recurring issues and collaborate with appropriate teams to reduce repeat tickets. 

Hardware & User Provisioning 

• Provision, configure, and deploy hardware and user accounts for new hires, role changes, and replacements. 
• Prepare and configure replacement hardware for field teams. 
• Decommission user accounts for offboarded employees.  
• Securely prepare computers and equipment for disposal. 
• Perform remote system-level support, including hardware setup, software installations, updates, backups, and general system setup. 

Documentation & Continuous Improvement 

• Create and maintain clear documentation for technical processes, troubleshooting steps, and end-user self-help resources. 
• Develop documentation aimed at reducing recurring issues and improving first-call resolution. 
• Identify and implement process improvements that reduce ticket volume and drive overall productivity. 

Position Requirements: 

Education & Experience: 

• A bachelor’s degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred. 
• An associate’s degree in computer science or equivalent experience (1-2 years) with relevant IT certifications will also be considered. 

Skills Required: 

• Experience with a broad range of end-user technologies, including Windows, Microsoft 365 products, and conference room equipment. 
• Strong troubleshooting skills, diagnostic abilities, and customer service orientation. 
• Ability to apply technical knowledge effectively to resolve IT-related problems. 
• Excellent communication skills to assist and educate end users. 

Certificates, Licenses, & Registrations: 

• A valid driver’s license is required, as this role involves minimal travel to various locations. 
• Employees must adhere to the organization's motor vehicle safety policy. 
• Certifications such as CCNA, MCSE, MCTS, or ITIL are highly desirable but not required. 

Physical Requirements: 

• This role involves maintaining IT equipment, including transporting, unpacking, and installing computer systems or servers. 
• The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet. 
• Ability to navigate tight maintenance spaces, stairs, and ladders as needed. 
• May require tolerance for working at heights. 

Work Environment: 

• The work environment includes office settings, server rooms, and occasional customer locations. 
• Occasional exposure to high places, outdoor conditions, and electrical equipment. 
• Noise levels are typically moderate.