Information Technology Specialist

Job Description

Job Description

Role Overview

Join a high-performing IT support team delivering both hands-on and remote technical support in a fast-paced, global environment. This role is ideal for a customer-focused IT professional who enjoys troubleshooting, solving problems, and working directly with end users and infrastructure systems.

What You’ll Do

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• Provide Level 2 IT support via phone, email, and ticketing systems for incidents and service requests
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• Deliver hands-on deskside support at the Ames, IA office
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• Manage and resolve incidents, service requests, and problems within defined SLA/KPI targets
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• Administer user accounts, system access, and permissions in alignment with corporate standards
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• Troubleshoot issues across hardware, software, and network connectivity environments
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• Escalate complex issues to Level 3 support teams with clear documentation and handoff
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• Guide and support end users on technology usage, best practices, and issue prevention
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• Perform root cause analysis to identify recurring issues and implement long-term solutions
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• Maintain accurate technical documentation, knowledge articles, and resolution logs
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• Ensure compliance with IT security policies and report any risks or breaches
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• Collaborate with global IT teams to support a consistent and high-quality user experience
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What You Bring

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• Strong customer service mindset with a focus on user satisfaction
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• Proven troubleshooting and problem-solving skills in IT environments
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• Ability to work both independently and collaboratively in a global team
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• Excellent communication skills (technical and non-technical audiences)
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• Self-starter with strong ownership and follow-through
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Technical Skills

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• Experience supporting Windows OS, Microsoft Office, Outlook, and Exchange
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• Familiarity with Microsoft Teams and collaboration tools
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• Experience with mobile device management (MDM) solutions
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• Understanding of network connectivity, PC hardware, and IT infrastructure fundamentals
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• Prior experience in Level 2 / second-line support in a corporate environment
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Qualifications

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• Associate degree in IT or related field OR
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• 2–3 years of relevant IT support experience
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• Bachelor’s degree in IT or related field (preferred)
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Success in This Role Looks Like

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• Consistently meeting or exceeding IT and Service Desk KPIs
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• Resolving tickets efficiently and within SLA timelines
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• Building strong relationships with end users and business stakeholders
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• Demonstrating continuous technical growth and performance improvement
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