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Help Desk Support Tech

3 months ago

West Des Moines, United States Farm Bureau Financial Services Full time

Help Desk Support Tech

Do you have experience providing professional and technical support to customers? Do you have experience being first and second line of support for staff and logging tickets? Can you apply critical thinking and problem-solving skills to create a great customer experience? If so, this Help Desk Support Tech could be a fit for you

The Iowa Farm Bureau Federation is looking for an experienced Help Desk specialist to join the team and provide primary and secondary support to all users. This individual will provide technical support via telephone, email, and in person.

What you'll do:

  • Respond to and resolve customer service requests according to Information Resources Department policies in a prompt, efficient and courteous manner for external customers, staff, and other Farm Bureau personnel at all times.
  • Investigate, diagnose and resolve computer related technical problems for home office and County users. Call tickets that are beyond knowledge base are to be directed to senior level technical support.
  • Help end users achieve a high level of competency by developing and conducting training sessions on end user technology.
  • Ensure software is installed and functions properly. Assist with quality assurance testing for new software applications.
  • Provide general purpose software support (such as the Office 365 suite of software, etc.). Assist in the evaluation and testing of new user technology and software.
  • Log and document phone calls using the problem tracking system. Monitor and track the handling and completion of calls. Inform computer users of system problems and availability in a timely manner. Utilize remote software tools to gain control of desktops in remote locations and resolve issues.
  • Assist other department staff on technical issues and day to day activities. Provide input regarding training and projects related to Help Desk operation. Consult with and assist department staff regarding Help Desk customer service, support and workload issues.
  • Participate in and provide input regarding technical training developed or delivered by department staff. Follow department change management and problem management methodologies.
  • Ensure our rental inventory is up-to-date with windows updates, anti-virus and batteries and returned at the scheduled time.
  • Provide technical support for audio/video equipment in the auditorium, board room, and conference rooms.

What it takes to join our team:

  • Two-year associates degree in Microsoft technology or equivalent preferred, plus at least two years of Helpdesk support experience and phone support.
  • May require on-call responsibility.
  • Strong technical skills with personal computers, printers, network environments and desktop software packages.
  • Excellent listening, questioning, customer service and telephone skills preferred.
  • Keyboard skills as appropriate to this position.
  • Must have strong problem solving/troubleshooting skills; ability to adapt to change.
  • Oral and written communication skills as appropriate to this position.
  • Attention to detail and ability to meet target dates necessary.
  • Reasonably regular and predictable attendance.
  • Ability to write, speak and read the English language.

What we offer:

  • Health / Vision / Dental Insurance
  • 401k with match
  • Pension Plan
  • Student Loan Repayment Assistance
  • Life and Disability insurance options
  • PTO / Paid Holidays / Volunteer time off
  • Onsite Gym with fitness classes and programs

Work Authorization/Sponsorship: Currently, we are not considering candidates that need any type of immigration sponsorship now or in the future, such as additional or permanent work authorization. Applicants must be currently authorized to work in the United States on a full-time, permanent basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not considering candidates with OPT status.

* Will fill this position at appropriate level.