IT Support Analyst

Overview

Base pay range : $55,000.00 / yr - $60,000.00 / yr

Job Summary : Are you a highly organized individual with a passion for technology and a flair for client communication? We are seeking a proactive and detail-oriented Help Desk Coordinator & Technical Support Specialist to serve as the first point of contact for technical support requests.

Location : Des Moines, Iowa

Job type : Permanent

Salary : $55,000 - 60,000 per year

Work hours : 8am to 5pm

Education : Bachelors

Responsibilities

• Triage and Dispatch : Efficiently manage the support desk ticket queue (incident, service, project), validating client contact information, assessing severity, and assigning tickets to the appropriate personnel based on established procedures and SLAs.
• L1 Technical Support : Perform essential support tasks, including password resets (using systems like Active Directory), account unlocks, and basic hardware, software, and network troubleshooting.
• Client Communication : Provide regular, professional updates to clients on ticket status, manage expectations, and ensure clients are informed of any delays or changes.
• Quality Assurance : Conduct reviews of ticket resolutions and documentation to ensure quality, accuracy, and adherence to company standards.
• SLA Compliance : Monitor ticket queues daily, identify tickets potentially violating established Service Level Agreements (SLAs), and escalate high-priority or complex issues promptly to management and appropriate technical staff.
• Documentation & Reporting : Meticulously document all support interactions, troubleshooting steps, and resolutions in the helpdesk ticketing system. Analyze data to identify trends and advise on potential process improvements for ticket and queue management.
• Collaboration : Work collaboratively with other IT departments to deliver a seamless, high-quality client experience.

Qualifications

Skills

Microsoft Word, Microsoft Excel, Microsoft Outlook, Communication Skills, Interpersonal Skills, Microsoft Office, Office Management, Queue Management Systems, Administrative Operations

Equal Opportunity

Equal Opportunity Employer : Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including : medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

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