Description We are offering a contract for a Service Desk Technician role in Des Moines, Iowa. This person serves as the first point of contact for end users experiencing technical issues. This role involves providing basic troubleshooting, resolving common IT problems, and escalating complex issues to higher support tiers when necessary.Key Responsibilities:First-Level Support:
Respond promptly to support requests via phone, email, chat, or ticketing system.
Provide basic troubleshooting for hardware, software, and network-related issues.
Resolve issues such as password resets, printer problems, and account lockouts.
Ticket Management:
Log all incidents and requests accurately in the ticketing system.
Assign priority levels to tickets based on the severity and impact.
Ensure timely follow-ups and updates to users regarding their requests.
User Assistance:
Guide users through step-by-step instructions to resolve technical problems.
Assist with setup and use of basic applications, email, and remote access tools.
Provide excellent customer service to ensure a positive user experience.
Escalation:
Escalate unresolved or complex issues to Tier 2 or Tier 3 technicians.
Provide detailed documentation of troubleshooting steps for escalated tickets.
System Monitoring and Reporting:
Monitor systems and alert teams to any potential outages or disruptions.
Compile reports on common issues to help improve IT processes.
Knowledge Base Management:
Update and maintain internal documentation and FAQs.
Identify areas for improving user self-help resources.
Requirements
Skills and Qualifications:Technical Skills:
Basic knowledge of operating systems (Windows, macOS, Linux).
Familiarity with Office 365, email clients, and common business applications.
Understanding of basic networking concepts (Wi-Fi, VPN, IP settings).
Soft Skills:
Excellent verbal and written communication skills.
Strong customer service orientation and empathy.
Good organizational and time management abilities.
Technology Doesn't Change the World, People Do.®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .