Dymin Systems is a leading Managed Service Provider (MSP) dedicated to delivering top-tier IT solutions to our clients and we are proud to share that same level of commitment to delivering an exceptional workplace to our employees! If you have a sincere passion for IT, a desire to stay on the bleeding edge of technology and an unwavering commitment to providing an exceptional technical support experience to customers, we want to hear from you!
We are actively seeking a Tier 1 Help Desk Technician that is a great fit from both a cultural and technical perspective. Our ideal candidate will be obsessively customer focused and equally as eager to collaborate with a team of like-minded technologists. This is an in-office position based out of our Urbandale office and requires frequent onsite trips to client sites located throughout the Des Moines and surrounding areas. This position requires the ability to multitask, prioritize, stay organized and remain calm under pressure.
Qualifications:
- Minimum of 1 year prior experience in a Help Desk or Systems Administration role.
- Practical experience with help desk ticketing and customer relationship management systems.
- Proficient in the use of workstation and server remote management tools and utilities.
- Intermediate to advanced understanding of Microsoft Azure and Office 365 administration.
- Intermediate to advanced understanding of Windows Server and client OS administration.
- Intermediate understanding of networking protocols including TCP/IP, DNS, and DHCP.
- Intermediate understanding of hypervisor technologies including Hyper-V and VMware.
- Functional to intermediate understanding of firewalls, routers, switches and access points.
- Possess excellent communication skills, attention to detail, and a passion for the IT field.
- Willingness to adapt to ongoing changes in processes, priorities, tasks and workload.
Responsibilities:
- Provide first level technical support of incoming customer support requests including detailed collection of issue specifics, thorough troubleshooting and successful issue remediation.
- Perform onsite hardware and software deployments, maintenance and support at client locations when remote tools are not sufficient and/or appropriate.
- Stay up to date on support ticket notes and statuses ensuring that both the customer and team feel adequately updated and informed of current ticket resolution status.
- Demonstrate the ability and willingness to maintain support ticket ownership as well as the ability to prioritize and manage individual support ticket queues.
- Consistently meet or exceed SLA based time to resolution metrics for all support tickets.
- Escalate to Tier 2 Help Desk Technicians when appropriate with adequately detailed ticket notes and associated documentation ensuring strict observance of defined customer SLA.
- Create and maintain both customer and internal facing technical documentation ensuring accuracy, presentability and ease of understanding.
- Maintain professional, courteous and respectful demeanor towards customers and co-workers at all times including during periods of stress, frustration and/or conflict.
- Actively participate and constructively contribute during team and company meetings.
- Maintain active driver’s license and proof of auto insurance.
- Participate in rotating on-call schedule.
Company Benefits:
- Medical
- Dental
- 401(k)
- Paid Time Off
- Free company swag!
- Bring your dog to work on Fridays!
Work Authorization/Sponsorship
At this time, we are unable to consider candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (this includes, but is not limited to students on H1-B, F1-OPT, F1-CPT, J-1, etc.)
This job description is not designed to cover or contain a comprehensive listing of job responsibilities, duties or activities that are required of the employee. Responsibilities, duties or activities may change, or new ones may be assigned at any time with or without advanced notice.