Help Desk at Intellibee Inc

Help Desk, Des Moines, IA, US

HELPDESK

The Iowa Workforce Development, Division of Vocational Rehabilitation Services (IWD-VRS) is seeking a dedicated Desktop Support Technician to join the IVRS IT Help Desk team. This position will provide Tier 1 and Tier 2 support to IVRS staff and leadership, assisting with technical issues, communicating with non-technical users, and escalating issues as needed. The role includes software installation, computer imaging, and other related IT tasks.

Key Responsibilities

• Provide desktop/laptop/thin client support both desk-side and remotely.
• Install, patch, and troubleshoot Windows 7/10.
• Troubleshoot issues with Microsoft 2019 and Office 365 products.
• Configure and troubleshoot Windows networking (TCP/IP).
• Escalate issues to next-level support or management as appropriate.
• Troubleshoot issues with Microsoft Edge and Google Chrome.
• Provide support using remote tools.
• Install and troubleshoot a variety of in-house developed and third-party software.
• Troubleshoot desktop and network printer issues.
• Support Google Workspace products.
• Support Apple devices (iPad, iPhone).
• Understand and support Microsoft Active Directory (client-side).
• Implement hard drive encryption, preferably using Bitlocker and McAfee.
• Modify system registry as needed.
  
  

Qualifications

Required Experience:

• 4 years of experience in PC support (desktop/laptop/thin client).
• 4 years of experience with Windows 7/10 installation, patching, and troubleshooting.
• 4 years of experience troubleshooting Microsoft 2019.
• 4 years of experience with Windows networking (TCP/IP) configuration and troubleshooting.
• 4 years of experience escalating issues to next-level support/management.
• 4 years of experience troubleshooting Microsoft Edge and Google Chrome.
• 4 years of experience providing support with remote tools.
• 4 years of experience installing and troubleshooting a variety of software.
• Experience in support of Microsoft Office 365 products.
• Experience in Apple device support (iPad, iPhone).
• Thorough understanding of Microsoft Active Directory (client-side).
• Experience with hard drive encryption, preferably Bitlocker and McAfee.
  
  

Desired Experience

• Ability to troubleshoot desktop and network printer issues.
• Experience with Google Workspace products.
• Ability to modify the system registry.
  
  

Education: Preferred: 4-year degree or equivalent technical study.

Certifications: Industry certifications (A+, Network+, MCP, etc.)

Communication

The candidate must have strong communication skills to effectively liaise with IT staff and non-technical users, ensuring timely execution of tasks.

Skill Matrix

• Industry certification (A+, Network+, MCP, etc) Required 4 Years
• 4 years of relevant experience and preferred education of 2 year degree or equivalent technical study Required 4 Years
• Experienced in PC (desktop/laptop/thin client) support – both desk side and remotely Required 4 Years
• Windows 7/10 installation, patching, and troubleshooting Required 4 Years
• Ability to troubleshoot issues with Microsoft 2019 Required 4 Years
• Windows networking TCP/IP Configuration and troubleshooting Required 4 Years
• Escalate issues to next level support and or management accordingly Required 4 Years
• Ability to troubleshoot issues with Microsoft Edge and Google Chrome Required 4 Years
• Demonstrated experience providing support with remote tools Required 4 Years
• Ability to install and troubleshoot issues with a variety of in-house developed and 3rd party software Required 4 Years
• Troubleshoot desktop and network printers issues Required 4 Years
• Experienced in Google Workspace products Required 4 Years
• Experience in Apple device support (iPad, iPhone) Required 4 Years
• Experience with hard drive encryption – preference for Bitlocker and McAfee Required 4 Years
• Ability to modify system registry Required 4 Years