IT Support Specialist I - IT Job at Mom's Meals, a PurFoods Company, Ankeny, IA

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  • Mom's Meals, a PurFoods Company
  • Ankeny, IA

Job Description

Position Summary

The IT Support Specialist I provides front-line technical support to end-users, assisting with basic troubleshooting and resolving common hardware, software, and network issues. As an entry-level role, this position focuses on delivering excellent customer service and escalating more complex problems to Tier 2 or specialized IT teams.

Position Responsibilities may include, but not limited to

  • Deliver excellent customer service by providing timely and professional communication with end-users
  • Educate users on basic IT processes and provide guidance on self-service tools
  • Maintain a positive and friendly attitude with interacting with customers, regardless of technical challenges
  • Respond to help desk tickets, emails, and phone calls to assist users with IT-related issues
  • Troubleshoot and resolve basic hardware issues, including desktop computers, laptops, printers, and peripherals
  • Provide support for software and application-related problems, such as password resets, account setups, and basic application usage
  • Assist with basic network connectivity troubleshooting, such as Wi-Fi and VPN issues
  • Log all user interactions and issues in the ticketing system, ensuring accurate documentation of resolutions
  • Escalate unresolved or complex technical problems to Tier 2 support or other specialized IT teams
  • Follow up with end-users to ensure issues are resolved and customers are satisfied
  • Assist in the installation, configuration, and setup of hardware and software for new users
  • Maintain an inventory of IT assets, including hardware and software licenses
  • Assist in recycling of decommissioned assets
  • Work closely with other IT support team members to ensure seamless issue resolution
  • Participate in team meetings to discuss common issues, trends, and improvements to support processes
  • Primarily office-based, with occasional remote support duties
  • On call rotation required, may require occasional after-hours or weekend work during critical periods
  • May require travel other Mom's Meals locations

Required Skills and Experience

  • High school diploma or equivalent
  • Basic understanding of computer hardware, software, and networking
  • Familiarity with Windows operating systems and Microsoft Office 365 applications
  • Proficiency with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, or Zendesk)
  • Strong communication and customer service skills
  • Must be a self-starter and be able to work without direct supervision
  • Ability to follow instructions and work in a fast-paced environment
  • Ability to lift 50 pounds; stand for extended periods of time
  • Ability to bend down and work under desks as needed

Preferred Skills and Experience

  • Associate's degree in IT or related field
  • 0-1 year of experience in an IT support or help desk role
  • Certifications such as CompTIA A+ or ITIL Foundation
  • Basic knowledge of ticketing systems and remote support tools

Physical Requirements

  • Repetitive motions that include the wrists, hands and/or fingers
  • Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
  • Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
  • Typical office environment, majority of work performed on computer
  • Ability to carry and lift up to 40 lbs
  • Must be able to bend, kneel and crawl in tight spaces
Mom's Meals, a PurFoods Company

Job Tags

Remote job,

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