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Information Technology Support

Crystal Group • Hiawatha, IA • 23h ago

Job Description:

Job Title: Information Technology Support

Reports to: Manager, IT

Department: Administration

Work Model: Full-time, On-site - No Travel Required

Schedule: Monday - Friday 8am-5pm

Company & Benefit Information

At Crystal Group, we do hard things - designing and building rugged tech and tech solutions that provide predictable performance in the world's most unforgiving environments. As a 100% employee-owned company, here you take extreme ownership of your role and work and invest in your own success and that of your teammates. Together we use a zero limits approach to wow our customers.

Crystal Group offers a comprehensive benefits package including:

Medical/dental/vision insurance

Paid time off

Tuition reimbursement

Wellness programs

Participation in our Employee Stock Ownership Plan (ESOP)

On-Site Gym

Job Summary

This position provides direct support to end users, performs technical troubleshooting, and ensures smooth execution of day-to-day IT operations.

The Support Technician is responsible for hardware and software setup, user onboarding/offboarding, system documentation, and customer-facing support. This position offers an excellent opportunity to gain hands-on experience with a wide variety of technologies while contributing to the stability and security of the IT environment. It is ideal for someone who is customer-focused, eager to grow, and thrives in a fast-paced, team-oriented environment.

Essential Functions

Provide timely and effective technical support for desktops, laptops, mobile devices, printers, and peripherals

Perform onboarding and offboarding tasks, including account setup, workstation configuration, and equipment provisioning

Deliver basic training to end users on device usage, system access, and IT policies

Install, configure, and maintain essential computer hardware, software, and updates

Accurately log support activity and resolutions in the ticketing system

Maintain asset records and assist with hardware inventory management

Follow documented procedures for software deployment, imaging, and device setup

Assist in creating and updating internal IT documentation and knowledge base content

Escalate unresolved or complex issues to senior IT team members

Maintain a professional, customer-oriented approach in all support interactions

Knowledge, Skills and Abilities

Ability to physically lift and move computer equipment.

Strong understanding of common hardware (laptops, desktops, mobile devices, printers, peripherals)

Familiarity with Microsoft 365, Windows OS, and common enterprise tools

Ability to clearly document issues and follow written procedures

Strong interpersonal skills with a customer-focused mindset

Willingness to learn and grow in a fast-paced IT environment

Ability to prioritize multiple support requests and manage time effectively

Basic troubleshooting and diagnostic skills

Familiarity with IT asset tracking or configuration documentation

Ability to work independently with moderate supervision

Excellent verbal and written communication skills

Required Qualifications

Must be a US Person (US Citizen, person granted US Permanent Resident Card or any individual who is granted status as a "protected person")

Associate's degree in information technology, Computer Science, or a related field; OR 2+ years of relevant experience in IT helpdesk or technical support in lieu of a degree.

Preferred Qualifications

Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus

EEO Statement

Crystal Group, Inc, maintains a program of equal employment opportunity designed to ensure that employment and advancement opportunities are made available to all employees and applicants on the basis of individual qualifications and without regard to race, religion, color, creed, national origin, disability, age, sex, gender identity, genetic information, sexual orientation, military status, or any other classification protected by federal, state, or local laws.

Offer Contingency

All job offers are contingent on the applicant successfully completing the background check and drug screen.

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties and to assign other responsibilities as necessary. Employment with Crystal Group remains at-will.

EEO IS THE LAW (https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal)

EEO IS THE LAW (Spanish)

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\%20English\formattedESQA508c.pdf)

Pay Transparency Nondiscrimination Provision (Spanish)

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