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Description

Position Title: Desktop Support Specialist 

Location: Coralville, IA 

Reports to: Director of IT

Status: Full-Time, Non-Exempt, Hourly

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation's most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Desktop Support Specialist is a member of a dynamic team in a collaborative, hands-on environment who is responsible for providing desktop support services to Leepfrog's employees and troubleshooting and maintaining hardware and software; which includes new and existing on-premises and cloud-based Information Technology (IT) systems, applications, tools, and services. The Desktop Support Specialist provides Tier I/II in-person and remote support to on-site and remote staff in satellite offices or elsewhere. The Desktop Support Specialist is comfortable working across a wide range of devices, operating systems, and other user-facing technologies. This role works closely with senior IT staff to ensure employee systems and software are maintained, patched, optimized, and compliant.

Responsibilities

• Provide exceptional customer service and day-to-day technical support to employees.
• Rapidly engage with staff on reported issues and resolve problems expeditiously.
• Deploy, configure, and troubleshoot IT systems, such as operating system images, software, PCs, as well as VoIP and other IoT/mobile technologies and devices.
• Install, replace, and upgrade software and hardware (system components, displays and other peripheral equipment), and back up and restore end-user data.
• Schedule and perform IT and AV installation, configuration changes, maintenance, and office or work area setup, as well as verifying completion of scheduled work and other delegated tasks.
• Identify and articulate more complex issues to a higher level of support on the IT team or other departments.
• Apply OS and software patches and upgrades; it will be necessary to sometimes work unusual hours to complete security-related remediation actions.
• Maintain an inventory of IT related equipment, parts, and other materials.
• Assist with the maintenance of records, which includes warranty and allocation for IT assets and software licenses, as well as logs related to reported issues and repair records.
• Deliver clear, end-user focused communication when resolving issues or explaining technical concepts.
• Create/update documentation intended for the IT team as well as documentation for end-users.
• Participate in the development of information technology and infrastructure projects.
• Collaborate with senior IT staff to ensure internal support, projects and initiatives are executed with efficiency and professionalism.
• Contribute to and conduct training programs designed to educate employees about basic or specialized software applications and hardware.
• Develop and maintain the most current product knowledge and new developments in technology.
• Adhere to prescribed deadlines.
• Facilitate employee onboarding, including building access.
• Perform general maintenance tasks, such as removal of e-waste and cleaning equipment and work areas.
• Able to work extended, evening, and/or weekend hours.
• Other duties as assigned.

Requirements

Skills Required

• Excellent verbal and written communication -- able to clearly convey ideas across a wide range of internal and external audiences in a clear, concise, and professional manner.
• Planning -- an ability to think ahead and prioritize.
• Problem-solve in a changing environment -- able to analyze situations quickly and react appropriately with minimal supervision, with a high tolerance of ambiguity in changing situations and requirements.
• Management -- the ability to organize and manage multiple projects.
• Strong work ethic -- to be a self-starter with strong initiative; be reliable.
• Teamwork -- able to interact effectively with others.

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 2 years of experience in an IT role(s) that involved end-user support. Demonstrated experience in Desktop Computer Support is a plus.
• Proven and effective proficiency with Windows and familiarity with macOS.
• An understanding of networking fundamentals, such as TCP/IP, DNS, DHCP, and firewall concepts.

Desired Qualifications

• Experience with:

      o PowerShell scripting, automation tools, and CLI-based administration.

      o Active Directory user management and troubleshooting.

      o On-premises enterprise systems and software deployment solutions.

      o Network troubleshooting.

• Strong troubleshooting skills for Windows and macOS, and familiarity with Linux operating systems.

Physical Requirements

Work environment includes typical computer-related noise levels and paper and equipment generated dust. Scheduled night and weekend work is required. Some out-of-town travel may be required. Learned physical skills are required for keyboarding and use of peripheral equipment. Must be able to regularly lift up to 40 pounds, occasionally lift up to 70 pounds.

Leepfrog Technologies, Inc. is an equal opportunity employer. All applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, gender, age, sexual orientation, national origin, marital status, veteran status, genetic makeup, gender identity, disability, or other protected characteristics by local, state, or federal law.