Service Desk - M365 | Technical Support

We are looking for a skilled Service Desk specialist to provide technical support and exceptional customer service to end users. This long-term contract position is based in Des Moines, Iowa, and requires expertise in troubleshooting, incident management, and support for Microsoft 365 products. The ideal candidate will have a strong background in resolving technical issues and ensuring smooth operations of hardware, software, and business applications.

Responsibilities:

• Address and resolve service desk tickets related to desktops, laptops, mobile devices, peripherals, and software applications.
• Provide support for Windows and macOS operating systems as well as commonly used business applications.
• Handle user account setups, access requests, password resets, and basic identity management tasks.
• Deliver technical assistance for Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
• Manage hardware setup, configuration, imaging, and deployment for both new and existing employees.
• Document, prioritize, and resolve incidents and service requests within the ticketing system.
• Ensure timely responses and resolutions to meet established service level agreements.
• Escalate complex issues to senior technicians or other IT teams, providing detailed documentation.
• Follow established troubleshooting protocols and escalation procedures to resolve technical challenges effectively.