IT Support Analyst / End?User Computing Support
Location: Urbandale, Iowa – Onsite
Schedule: 1st Shift (roughly 7:30 AM – 4:00 PM; flexible)
Compensation: $24–$26/hour
Benefits: Medical, Dental, Vision, 401(k)
Visa Sponsorship: Not available now or in the future
About The Role
We are seeking an IT Support Analyst to provide on?site end?user computing and workplace technology support for a defined user community. This role focuses on deskside, walk?up, and smart?hands support, executing standardized processes to ensure reliable, high?quality technology services. The ideal candidate is customer?focused, process?driven, and comfortable supporting a wide range of end?user devices and collaboration technologies in an enterprise environment.
Key Responsibilities
- Provide on?site deskside and walk?up support for laptops, desktops, peripherals, operating systems, and approved software
- Deliver smart?hands support for infrastructure, network, server, and A/V teams following documented procedures
- Support conference rooms and collaboration spaces, including displays, cameras, microphones, and Microsoft Teams Rooms (MTR) equipment
- Perform computer deployments and refreshes, including imaging, configuration, setup, and end?user handoff
- Manage asset lifecycle activities such as receiving, tagging, inventory updates, redeployment, and secure disposal
- Support printers and peripherals, including basic troubleshooting, toner replacement, and vendor coordination
- Resolve incidents and service requests through ServiceNow queues using knowledge articles and standard processes
Operational & Documentation Duties
- Execute stable, repeatable, and well?documented support processes
- Accurately document work performed, outcomes, and follow?up actions in ServiceNow and asset management systems
- Maintain basic records including asset data, inventory logs, process documentation, and customer updates
- Communicate clearly and professionally with end users, peers, and partner teams
Problem Resolution & Escalation
- Identify issues within supported environments or operational processes
- Resolve issues using established solutions and documented procedures
- Escalate issues outside defined scope with clear documentation, troubleshooting context, and impact details
Typical Day / Week
- Deskside and walk?up support for end users
- Incident and request resolution via ServiceNow
- Device imaging, deployments, and refresh activities
- Conference room and collaboration technology support
- Asset tracking, inventory updates, and documentation
- Coordination with infrastructure, network, and A/V teams
Required Qualifications
- Working knowledge of desktop and laptop hardware, peripherals, and operating systems
- Ability to follow knowledge base articles and documented troubleshooting procedures
- Familiarity with enterprise IT support tools such as ServiceNow and asset management systems
- Strong customer service mindset with excellent communication and organizational skills
Preferred / Nice?to?Have Experience
- Prior deskside, desktop, or end?user computing support experience
- Experience supporting conference rooms, A/V equipment, or MTR environments
- Experience with device imaging, deployments, and asset lifecycle management
Soft Skills
- Customer?focused and service?oriented approach
- Strong attention to detail and documentation accuracy
- Ability to follow standardized processes while escalating appropriately
- Clear verbal and written communication skills
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