Posting Title: Service Desk Technician
Reports To: Manager, IT Service Desk
Location: Urbandale, Iowa
Salary Range: $19.83/hour to $25.48/hour
Final determination of a successful candidate's starting pay will vary based on a number of factors, including market location and may vary depending on job-related knowledge, skills, education and experience. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Our compensation reflects the cost of labor across several US geographic markets.
WHO WE ARE
For more than 70 years, Cupertino Electric, Inc. (CEI) has been powered by people who've built a reputation for delivering high-profile, complex projects. Real, tangible things that alter the landscape and improve lives. But even more than that, we've built a reputation for integrity. We're problem solvers and innovation seekers. We're team players and safety fanatics. And we always-always-do the right thing. Even when no one is looking. Because what we do here is important, but how we do it is everything.
THE IT TEAM
Our projects may be complex, but our approach is simple: We build great things and we do it with great people. Using well-designed processes and controls, integrating smart and reliable solutions, and providing access to the information needed, our IT Team comprised of seasoned and experienced professionals, enable the success of the organization. We do this while minimizing operational and financial impact.
ABOUT THE ROLE
We are seeking a proactive, customer-focused Service Desk Technician to join our IT Service Desk team. The ideal candidate will provide hands-on support for both office and field personnel across a regional footprint, delivering excellent service in a fast-paced environment. You will be responsible for responding to IT service requests, resolving first-level incidents, and escalating complex issues.
Serve as the first point of contact for all IT-related issues, service requests, and incidents.
Provide first-level support and basic troubleshooting for hardware, software, Windows workstations, network connectivity, printers, and mobile devices.
Fulfill service requests including onboarding setups, user access provisioning, application installations, and peripheral/device support.
Record, categorize, and prioritize tickets in alignment with ITIL Incident and Request Management processes.
Respond to tickets assigned via round-robin dispatching and ensure actions are completed within defined SLAs.
Document all resolution steps in the ITSM tool (e.g., Freshservice) and contribute to internal knowledge base articles.
Escalate unresolved or high-impact issues to Tier 2, Tier 3, or engineering teams as appropriate.
Adhere to all service desk procedures, escalation guidelines, and communication standards.
Participate in an after-hours support rotation as needed.
Skill: Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
Supervision: Normally receives little instruction on daily work, general instructions on newly introduced assignments.
ABOUT YOU
Proficient in Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune.
Strong knowledge of computer systems, hardware, peripherals, printers, and mobile devices.
Skilled in ITSM tools (e.g., Freshservice) and understanding of SLAs, ticket workflows, and documentation standards.
Familiar with ITIL practices including Incident, Request, Change, and Knowledge Management.
Excellent troubleshooting, communication, and interpersonal skills.
Able to manage multiple tasks, learn new technologies, and adapt in a fast-paced environment.
WHAT YOU WILL GAIN
As a Service Desk Technician, you will have the opportunity to integrate your knowledge and expertise into the current processes and procedures of the Service Desk Team. You will actively practice one of our core values, Innovation, by implementing creative solutions and providing exceptional support to internal customers. Whether it be one-on-one support in person or remote technical assistance, you will make a direct impact on employee productivity and effectiveness across the organization. At Cupertino Electric, you will be part of an environment where employees feel that their contributions truly matter-and you will be part of making that happen.
MINIMUM QUALIFICATIONS
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: High School Diploma or GED required. Associate's Degree (AA/AS) or a Bachelor's Degree (BA/BS) in IT, Computer Science, or a related field is preferred.
Licensure/Certifications: ITIL Foundation Certification strongly encouraged. CompTIA A+, Network+, or Microsoft certifications optional.
Experience: 1-2 years of experience in IT support or help desk environment
*Applicants must be authorized to work in the United States. This position is not eligible for sponsorship.
LI-DM1
PLEASE NOTE: CEI will never ask for any money or financial information from applicants during the hiring process. To learn more about "job scams" how to avoid them, click here. (https://consumer.ftc.gov/articles/job-scams)
CEI is a place where every single person can-and does-have an impact on the work we do and the communities we serve. Here, you can build your own story and grow to your full potential. You can collaborate and celebrate with amazing people. And you'll go home every day knowing you helped contribute to important work that shapes people's lives. Our commercial, data center and energy projects may be complex, but our approach is simple. We build great things and we do it with great people.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department, program or project needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
Cupertino Electric Inc. aims to make cei.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact us at ceijobs@cei.com or 1-(877)-747-4CEI.
Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
