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US Foods IT Service Desk Rep (Virtual Position) in Coralville, Iowa

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US Foods is seeking a technical individual to work with a team of other technical Service Desk Agents. This role will be responsible for answering incoming support calls from internal and external customers. It will serve as a point of contact for escalation for support issues by utilizing the Service Desk tools to enter data into the tracking system and the utilization of the solution database along with other business systems. This position may have interaction other with the Technical Support teams across the organization.

New Ways of Work: This position has been segmented as Remote/Virtual meaning the work can be done 100% remotely anywhere in the United States excluding Hawaii and U.S. Territories.


  • Escalates problems to higher level technical support professionals when necessary.

  • Works in a team setting, sharing information with others when necessary.

  • Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.

  • Utilizes company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used. Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.

  • Interacts with the appropriate technical and professional services personnel to resolve ongoing problems.

  • Entry level knowledge of at least 50 percent of the organization's applications, technologies and operating systems as well as expert knowledge of company business processes and functionalities.

  • Understands Service Desk activities and documented resolutions and is able to identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

  • Implements and enforces escalation policies & procedures.

  • Access knowledge data base and frequently asked questions resources to aid in problem resolution.

  • Maintains current and highest level of technical skill in field of expertise as well as utilize company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used.

  • Identifies and creates written documentation of opportunities for IT software/process/training improvements within one or more major application area.



  • High School Diploma or equivalent required

  • Bachelor’s degree preferred

  • Certifications: ITIL Foundations certification preferred

Related Experience:

  • Minimum of 3 years of IT technical service/help desk experience is required


  • HPSM (HP Service Manager) experience strongly preferred

  • Working knowledge of Internet, Intranet, Mainframe and client/server environments

  • Entry level knowledge in Incident Management processes

  • Understands and follows IT key controls related to SOX and audit

  • Ability to work various shifts which could include weekends, evenings and holidays

The following information is provided in accordance with the Colorado Pay Equity Act. Compensation depends on experience, geographic locations, and other factors permitted by law. In Colorado, the expected compensation for this role is between $20.29 and $27.07, may vary by state. This role is also eligible for overtime compensation. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: .





EOE* Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status*


We're continually updating our safety procedures and taking every measure to ensure the protection of our candidates, associates and customers. Our workplace safety efforts include using sanitized interview rooms, social distancing, providing masks and gloves and sanitizing truck cab interiors. We also have COVID-19 Wellness Checks for anyone entering our facilities and safety barriers in select locations in our production facilities. To help our customers make it in this challenging time, we’re providing robust support including webinars, one-on-one consults with our experts and detailed reopening materials.

US Foods is proud to have donated $10 million in food to help with COVID-19 relief efforts to help our local communities make it. Learn more here .

US Foods is one of America’s great food companies and a leading foodservice distributor, partnering with approximately 300,000 restaurants and foodservice operators to help their businesses succeed. With 28,000 employees and more than 70 locations, US Foods provides its customers with a broad and innovative food offering and a comprehensive suite of e-commerce, technology and business solutions. US Foods is headquartered in Rosemont, Ill., and generates more than $28 billion in annual revenue. Visit to learn more.

US Foods may collect personal information from you in connection with the application process. US Foods complies with the California Consumer Privacy Act of 2018, and its policy may be found here ( .

US Foods, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law.

EEO is the Law poster is available here ( .

EEO is the Law poster supplement is available here ( .

Pay Transparency policy statement is available here ( .

US Foods is committed to working with and providing reasonable accommodation to individuals with disabilities. If reasonable accommodation is needed to participate in the interview process or to perform essential job functions, please contact our US Foods Application Accommodation Line at 866-960-5886. You will be prompted to leave a message. Please state the specifics of the assistance needed and your contact information. A member of our HR department will return your call within two business days.