DESKTOP SERVICES

KENT WORLDWIDE™ is looking for problem‑solvers, customer‑champions, and tech‑enthusiasts ready to make a real impact. This 6-time award winning best managed company is hiring for a Desktop Services Technician, and based on each candidate’s experience, skills, and technical depth, will hire at either the Technician I or Technician II level. In this role, you’ll serve as a trusted first point of contact for employees needing technical support—diagnosing issues, resolving problems, and helping our teams stay productive and connected. From troubleshooting everyday tech challenges to deploying devices, managing service requests, and supporting critical business tools, you’ll play a key role in keeping our technology running smoothly.

Whether you’re early in your IT career and ready to grow, or you bring deeper hands‑on experience with complex troubleshooting, system administration tasks, and end‑user support, this role offers variety, collaboration, and the opportunity to continuously improve our processes and services. If you enjoy helping people, thrive on solving technical puzzles, and want a role where your contributions are truly valued, we’d love to meet you.

• This position is designed and intended to be performed on-site at our headquarters in Muscatine, Iowa and offers a comprehensive benefits package, with the opportunity to join a high-performing IT team!

Primary Duties & Responsibilities

• Provide first‑line support to users and accurately document issues in the Service Desk tool
• Answer approximately 25% of incoming Desktop Services calls each month
• Monitor the support call queue and respond promptly to new requests
• Deliver Level 1 and/or Level 2 end‑user support by identifying, diagnosing, documenting, and resolving reported issues (e.g., password resets, email issues, printer setup/support, VPN, etc.)
• Handle roughly 30% or more of customer service requests, including new user setups and add/move/change tasks in Active Directory, Exchange, and client software installations
• DS1 objective: escalate incident tickets to the DS2 queue if the issue cannot be resolved within three hours of working with the user; team members may be consulted during that timeframe as available.
• Set up end‑user computer systems and install standard configurations and specialized software applications
• Document and maintain inventory usage, asset tracking, and equipment disposal
• Develop work instructions and follow established guidelines to complete job functions
• Report monthly activities to the manager
• Actively contribute to ongoing process improvements.
• Manage multiple tasks and projects simultaneously while meeting deadlines
• Perform other duties and special projects as assigned

Education, Experience & Qualifications

• Associate’s degree in Computer Science or related field, or below experience
• Equivalent of 1-2 years Help Desk experience as well as Desktop Support experience a plus for Level I and required for Level II
• Must be familiar with standard concepts, practices, and procedures in a PC related field
• Must be familiar with PC hardware, software and operating systems
• Knowledge of ITIL processes a plus
• Knowledge of network operating systems a plus

Other

• Requires the ability and willingness to work outside the schedule of 7:00 am - 7:00 pm CT Monday through Friday
• Level II requires ability and willingness to work an after hour on-call rotation