IT Support Technician - Level 1

Summary:

The IT Support Technician is responsible for supporting all technology-related interfaces for Landus employees and assisting the Landus IT Field Team. This role ensures a seamless IT experience by managing escalated Service Desk calls, troubleshooting issues, and maintaining IT systems. The technician will provide hands-on support, diagnose technical problems, and contribute to improving overall IT service efficiency. Landus is committed to developing talent from within, and this role provides a strong foundation for career progression in IT.

Essential Duties & Responsibilities:

Other duties may be assigned.

Service Desk & End-User Support

• Deliver in-person IT support for users in the Des Moines office.
• Set up and provide support for conference room technology before, during, and after in-person meetings.
• Provide IT support to Landus end users by answering Service Desk calls and actively monitoring the ticket queue.
• Work with new employees by assisting them with first time log in, MFA, and accessing company resources such as email, Teams, OneDrive etc..
• Decommission network accounts for off-boarded employees and ensure equipment is returned.
• Setup and decommission equipment including desktops, laptops, cell phones and iPads for new hires or the IT Field Team
• Clearly, concisely, and promptly document all customer interactions in the Kaseya AutoTask ticketing system.
• Ensure compliance with established service level agreements (SLAs) to meet end-user expectations.
• Proactively communicate status updates to users regarding ongoing issues.
• Build strong working relationships with Service Desk customers and department managers.
• Advocate for a seamless, efficient, and positive end-user experience.

Ticket Management & Escalation

• Troubleshoot and resolve technical issues; escalate tickets to Backend, Development/Data, or other teams as appropriate.
• Apply diagnostic tools and available resources to effectively identify root causes.
• Access and utilize software updates, drivers, knowledge bases, and other technical resources to resolve incidents.
• Identify trends in recurring issues and collaborate with appropriate teams to reduce repeat tickets.

Hardware & User Provisioning

• Provision, configure, and deploy hardware and user accounts for new hires, role changes, and replacements.
• Prepare and configure replacement hardware for field teams.
• Decommission user accounts for offboarded employees.
• Securely prepare computers and equipment for disposal.
• Perform remote system-level support, including hardware setup, software installations, updates, backups, and general system setup.

Documentation & Continuous Improvement

• Create and maintain clear documentation for technical processes, troubleshooting steps, and end-user self-help resources.
• Develop documentation aimed at reducing recurring issues and improving first-call resolution.
• Identify and implement process improvements that reduce ticket volume and drive overall productivity.