Desktop Support Technician

Communication Concepts, Inc. (CCI Team) – Kansas City Area

Full-time | Hybrid

We’re looking for a Desktop Technician who likes fixing things, helping people, and actually figuring out why something isn’t working.

CCI is a managed IT service provider serving businesses throughout the Kansas City area. We work hard to provide the kind of IT support we would want ourselves: responsive, personal, thorough, and without making people feel dumb for asking for help.

This is a hands-on technical position. Some days you'll work remotely with a client having a Microsoft 365 problem. Other days you might be setting up a new computer, troubleshooting Wi-Fi, working on a printer that claims nothing is wrong with it, or heading onsite because sometimes you just need to put your hands on the problem.

• Troubleshoot Windows desktops, laptops, applications, printers, peripherals, and the usual collection of strange problems computers create.
• Support Microsoft 365, Outlook, Teams, OneDrive, and user accounts.
• Set up and deploy new computers and migrate users to replacement systems.
• Help troubleshoot basic networking, Wi-Fi, VPN, and connectivity issues.
• Work with our remote monitoring and management tools to support client systems.
• Assist users remotely, over the phone, and occasionally onsite.
• Document what you did so the next technician doesn't have to rediscover it.
• Escalate problems when necessary—but do some digging first.
• Keep clients informed instead of disappearing into the technical abyss.
• Continue learning. Our tools and technology change constantly.

You don't need to know everything. Nobody does.

But you should have a solid technical foundation and be comfortable troubleshooting instead of immediately reaching for Google, ChatGPT, or the person sitting next to you.

You should be comfortable with things like:

• Windows 10/11
• Microsoft 365
• PC hardware and peripherals
• Printers
• Basic TCP/IP networking
• Wi-Fi
• User accounts and permissions
• Software installation and troubleshooting
• Basic cybersecurity concepts

Experience working for an MSP or help desk is helpful, but not required if you've developed strong technical skills somewhere else.

We're a service company.

Technical ability gets you into the conversation. How you treat people determines whether you'll be successful here.

We're looking for someone who:

• Enjoys helping people.
• Communicates clearly without drowning clients in technical jargon.
• Takes ownership of problems.
• Double-checks their work.
• Doesn't consider "the ticket is closed" the same thing as "the problem is solved."
• Can work independently without needing someone to constantly tell them what to do next.
• Is curious enough to ask, "Why did that happen?"
• Can admit when they don't know something—and then go figure it out.

Our clients know our technicians by name. We want someone who will earn that relationship.

This isn't a job where you'll spend all day sitting behind a screen working from a queue.

There will be remote support. There will also be projects, equipment deployments, client conversations, onsite work, and plenty of opportunities to learn technologies you haven't worked with before.

If you like technology, like people, and enjoy the satisfaction of taking something that's broken and making it work again, we'd like to talk.

• You like figuring things out instead of immediately handing the problem to someone else.
• You enjoy helping people and don't mind explaining technical things in normal language.
• You don't like ceilings when it comes to troubleshooting.
• You notice when something isn't quite right—and you want to fix it.
• You'd rather solve the root cause than apply the same workaround every week.
• You like learning new tools, systems, and technologies.
• You can work independently, but you also know when it's time to ask for help.
• You take pride in leaving things cleaner, better documented, and more reliable than you found them.
• You understand that great IT support is as much about the person you're helping as it is about the computer.