IT Helpdesk Specialist

Des Moines, IA

SUMMARY

Responsible for providing technical assistance and support related to computer systems, hardware, or software.  Analyze and resolve end user problems with accuracy in a timely fashion.  Assists with BSB Design Innovation Lab, working with staff and external vendors to help create the future of our industry.

POSITION DETAILS

  • Responds to the BSB user community as primary technical support contact
  • Handles 60% of user submitted tickets
  • Works closely with the System Administrator to maintain and deploy solutions throughout the BSB systems infrastructure.  This includes, but is not limited to: MS Active Directory, Server Virtualization (Hyper-V), Disaster recovery (RapidRecovery), Software packaging and deployment, System and application patching, Oculus Rift VR, and other visualization platforms, Systems imaging, MS Office 365, MS Exchange
  • Assists in BSB Innovation Lab initiatives
  • Assists with and plans for short-term and long-term software and hardware needs
  • Helps ensure system usage complies with BSB’s IT technology policy and practices
  • Initiates and maintains sound Information Technology security practices
  • Keeps up to date on current computer hardware and software technology
  • Communicates system/technical concerns with the IT Group
  • Maintains good employee relations
  • Provide end user training where required
  • Provide back up assistance to System Administrator
  • Other related work as assigned or as apparent

REQUIREMENTS

  • Ability to interpret required uses of computer systems to satisfy needs of firm
  • Resolve hardware and software problems
  • Provide concise and understandable oral and written communications regarding computer operations to end users
  • Ability to work under tight timelines with shifting priorities
  • Associate degree in Information Systems or Computer Science
  • Six months to one year of experience in the areas of helpdesk support, software deployment, and network troubleshooting
  • Basic knowledge of the following: Microsoft Active Directory,Microsoft Windows Desktop Operating Systems (Windows 10), Microsoft Windows Server Operating Systems (2012 R2 through 2019), Microsoft Office 365, Microsoft SCCM or other software deployment system – (PDQ) – preferred, not required
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