IT Deskside Support Staff Job at Brava Roof Tile, Washington, IA

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  • Brava Roof Tile
  • Washington, IA

Job Description

Job Title: IT Deskside Support Staff

Department: Information Technology

Reports To: IT Support Manager / IT Operations Manager

Job Summary

The IT Deskside Support Staff provides hands-on technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues. This role focuses on delivering responsive, customer-oriented IT support to ensure employees can effectively use technology in their daily work.

Key Responsibilities

  • Provide on-site and remote deskside support for desktops, laptops, printers, mobile devices, and peripherals
  • Diagnose and resolve hardware, software, operating system, and application issues
  • Install, configure, and upgrade computer systems, software, and standard applications
  • Support Windows operating system and common business applications (e.g., Microsoft 365)
  • Set up new user workstations, including hardware deployment and user account configuration
  • Manage user accounts, passwords, and permissions in Microsoft 365 and other business applications.
  • Respond to IT service requests and incidents according to defined SLAs
  • Escalate complex issues to infrastructure or specialized support teams as needed
  • Perform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity)
  • Maintain accurate documentation of incidents, solutions, and asset inventory
  • Educate users on basic IT usage, security awareness, and best practices

Required Skills and Competencies

  • Strong customer service and interpersonal skills
  • Hands-on experience with desktop and laptop hardware troubleshooting
  • Knowledge of Windows 10/11 and/or macOS environments
  • Familiarity with Microsoft 365, email systems, and common office applications
  • Basic understanding of networking concepts (IP addressing, Wi-Fi, VPN)
  • Ability to follow procedures and document technical issues clearly
  • Good time management and multitasking abilities

Qualifications

  • Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
  • 1–3 years of experience in deskside, desktop, or helpdesk support roles
  • Relevant certifications are an advantage (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications)

Working Conditions

  • Primarily on-site role in Washington, IA with frequent interaction with end users
  • Occasional on-site role in Coralville, IA
  • May require occasional after-hours or weekend support
  • Some lifting of IT equipment (desktops, monitors, printers)

Preferred Attributes

  • Patient, proactive, and solution-oriented mindset
  • Ability to work well in a team-oriented support environment

Job Tags

Work at office, Remote work,

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