Desktop Support Specialist I or Desktop Support Specialist II

Location: Cedar Rapids
Department: Information Technology
Employment Type: Full-Time

Connect Communities. Grow Your Career. Make an Impact.

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Desktop Support Specialist, you will serve as a front-line, internal customer-facing representative responsible for responding to Help Desk tickets, resolving routine technical issues, and supporting end users with hardware, software, and peripheral setup. 

What You’ll Do as a Desktop Support Specialist I

• Assist end users with basic break/fix troubleshooting and hardware/software issues.
• Assist with basic account management tasks (e.g., user rights, distribution groups, permissions).
• Deploy phone, laptops, and peripherals using preconfigured images and standard installation procedures, and installing hardware/software to meet end user requirements.
• Support equipment moves, adds, and changes following established procedures.
• Provide basic support for mobile devices including configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.
• Assist with the management of the printer and copier fleet including configuration, working with vendors for maintenance and repairs, maintain the required supplies, and troubleshooting end user setup issues.
• Perform basic system maintenance such as software installations, driver updates, and hardware checks.
• Support new employee onboarding by setting up equipment and delivering basic IT orientation (email, security, policies).

What You’ll Do as a Desktop Support Specialist II

• Provide support for end-users, including diagnosing and resolving hardware, software, and network-related issues.
• Troubleshoot and resolve complex desktop problems across various operating systems and applications.
• Manage IT service desk tickets while assisting with workload prioritization.
• Assist end users with break/fix troubleshooting and equipment moves/adds/changes.
• Manage changes related to physical and logical access by granting access and permissions based on security requirements.
• Deploy telephone, computing, and peripherals by building images, managing configuration templates, and installing hardware/software to meet end user requirements.
• Utilize deployment systems for PC imaging, application deployment, and patch management delivery.
• Mobile device management including device configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.

What We’re Looking For

• Strong communication and customer service skills
• A positive, professional attitude, even in challenging situations
• Technical curiosity and a willingness to learn
• Dependability and attention to detail
• Ability to work independently and as part of a team
• Comfortable working outdoors and at heights (ladder work, crawl spaces, etc.)

Minimum Requirements

Level I:

• High School diploma or equivalent required.
• 0-2 years of desktop support or related IT experience.
• Basic knowledge of PC desktop hardware, software, and peripheral equipment.
• Basic understanding of PC troubleshooting and imaging processes.
• Basic knowledge of patch management in a Microsoft windows environment.
• Familiarity with backup systems and basic file restore procedures.
• Basic understanding of Active Directory and user account management.
• Basic knowledge of PowerShell scripting.
• Valid driver’s license required to facilitate onsite support at various locations.

Level II:

• All requirements for a level I
• At least 3 years of relevant hands-on IT support experience (in similar roles such as Desktop Support, IT Help Desk)
• Proven problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Demonstrated expertise in desktop hardware, software, and peripheral troubleshooting.
• Experience in PC imaging, deployment, and support within a Windows-based enterprise environment.
• Proficiency in desktop operating systems including Windows 10/11; macOS experience is a plus.
• Working knowledge of Active Directory, Group Policy Objects (GPOs), and enterprise-level applications.
• Familiarity with Microsoft 365 services, including Outlook, Teams, and SharePoint.
• Hands-on experience with remote desktop support tools.
• Experience with enterprise software deployment platforms to package, schedule, and remotely install applications across a distributed desktop environment.
• Valid driver's license required; occasional travel to satellite offices may be needed.
• Hands-on experience with IT service management (ITSM) platforms and ticketing systems (e.g., ServiceNow, Freshservice, or Jira).

Preferred Qualifications

• Familiarity with basic server hardware and network equipment concepts
• Industry certifications such as CompTIA A+, Microsoft Certified: Endpoint Administrator Associate, Azure Fundamentals (AZ-900), or ITIL Foundation.
• Experience with mobile device management (MDM) solutions (e.g., Intune).
• Knowledge of endpoint security practices and tools (e.g., antivirus, encryption, vulnerability remediation).
• Basic understanding of ITIL principles and how they apply in a support environment.

Why Join Our Team

Career Growth: Structured advancement with company-supported certifications.

Training & Development: Comprehensive onboarding and ongoing learning to help you build technical and leadership skills.

Work with Purpose: Help families, businesses, and communities stay connected through reliable, high-quality service.

Team Culture: Join a supportive group of professionals who value safety, collaboration, and doing things the right way.

Performance Recognition: Earn advancement and rewards based on your quality, efficiency, and customer satisfaction results.

ImOn will hook you up with Company Benefits:

• Competitive pay 
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation, holidays, and sick days)
• Company-provided tools, uniforms, and vehicle for field roles
• Employee discounts on services and partner programs
• Wellness and employee assistance programs

Ready to Get Started?

If you’re ready to take on a rewarding role that combines hands-on work, customer connection, and career growth, we’d love to hear from you.

Apply today and start building the network of tomorrow — with us.

www.ImOn.Net/Careers 

ImOn Communications, LLC is an Equal Opportunity Employer