IT Service Desk Analyst

Information Technology and Network Services Des Moines, Iowa

This assignment posting is for an Agency Worker opportunity with Dotdash Meredith. The Agency 
Worker is paid by a staffing agency employer. Agency Workers will receive a W2 from the staffing agency 
reporting their earnings for tax purposes. 

Assignment Details:  

  • Reporting to an IT Service Desk Manager, as a member of the IT Service Desk team, provide support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in-person or remotely via phone, Zoom, and Slack.  
  • Monitor ticket queues and Slack support channel, providing exceptional support and resolution times.  
  • Ensure provided support meets SLAs.  
  • Participate in the on-duty rotation covering walkup support, Slack, and ticket management.  
  • First point of escalation for L1 and L2  IT service desk related issues.  
  • Assist with application provisioning and deployment of new equipment to end-users and new staff.  
  • Provide backup support for conference and Zoom room needs.  
  • Work with vendors to schedule hardware repairs.  
  • Assist with management and auditing of hardware inventory, as well as software site licenses.  
  • Create, manage, and maintain internal technical documentation as is relevant to the team.  
  • Assist with ad-hoc and team projects as needed.  
  • This is an on-site role  
  • 4+ years of experience in an in-person or virtual technical support role in a fast-paced, high-volume support environment.  
  • Strong troubleshooting skills with hardware, software, and peripherals  
  • A strong dedication to customer service excellence  
  • Proven ability to think critically and find solutions under pressure  
  • Strong macOS and Windows 10/11 proficiency  
  • Mac and PC hardware troubleshooting  
  • Experience in managing and troubleshooting cloud-based services such as Slack, Google Workspace,  Office 365, and other SaaS applications.   
  • Experience with an MDM system such as Jamf and Intune.  
  • Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)  
  • Strong desire to learn new technologies and systems  
  • Zoom and Zoom room support experience  
  • Comfortable working with ticketing systems such as Jira Service Desk  
  • Ability to work occasionally after hours and on weekends for maintenance and as part of an on-call rotation, if needed.  
  • Industry-recognized certifications such as CompTIA A+, Network+ are a plus  
  • Bachelor’s degree preferred  

 Dotdash Meredith is America’s largest digital and print publisher. Our 40+ iconic and fast-growing brands harness the best intent-driven content, the fastest sites, and the fewest ads to help nearly 200 million people every month, including 95 percent of US women, make decisions, take action, and find inspiration. Dotdash Meredith brands include PEOPLE, Better Homes & Gardens, Verywell, FOOD & WINE, The Spruce, Allrecipes, Byrdie, REAL SIMPLE, Investopedia, Southern Living and more. 

Please be aware of fraudulent recruiters offering opportunities at Dotdash Meredith. If you are in 
conversations about a job opportunity and wish to confirm its validity, please reach out directly to 
[email protected]