IT Support Technician

Description 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; elevate 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. Requirements Position Requirements Education & Experience A bachelor’s degree (B.S./B.A.) in Computer Science, Information Technology, or a related field is preferred. An associate’s degree in computer science or equivalent experience (1-2 years) with relevant IT certifications will also be considered. Skills Required Experience with a broad range of end-user technologies, including Windows, Microsoft 365 products, and conference room equipment. Strong troubleshooting skills, diagnostic abilities, and customer service orientation. Ability to apply technical knowledge effectively to resolve IT-related problems. Excellent communication skills to assist and educate end users. Certificates, Licenses, & Registrations A valid driver’s license is required, as this role involves minimal travel to various locations. Employees must adhere to the organization’s motor vehicle safety policy. Certifications such as CCNA, MCSE, MCTS, or ITIL are highly desirable but not required. Physical Requirements This role involves maintaining IT equipment, including transporting, unpacking, and installing computer systems or servers. The employee must be able to lift up to 40 lbs. to chest height and carry equipment up to 20 feet. Ability to navigate tight maintenance spaces, stairs, and ladders as needed. May require tolerance for working at heights. Work Environment The work environment includes office settings, server rooms, and occasional customer locations. Occasional exposure to high places, outdoor conditions, and electrical equipment. Noise levels are typically moderate. #J-18808-Ljbffr