Service Desk Analyst

Description

On-site 5 days/week in Overland Park, KS

Our client seeks an intermediate Service Desk professional to provide on-site end user support across desktops, laptops, peripherals, and core business applications. The role will record and resolve incidents, perform installations and upgrades, maintain equipment, and collaborate with higher tier teams for escalations. The position requires strong communication, customer service, and documentation skills, with the ability to work independently in a low-supervision environment.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $18.00 to $20.00/hr. w2

JN -092026-108736

Responsibilities

• Monitor the service desk system for incoming requests and resolve or escalate accordingly.
• Record, track, and document the problem-solving process through final resolution using service desk software.
• Apply approved diagnostic utilities and access FAQ resources to aid in troubleshooting.
• Perform remote or in-person fixes, including installing and upgrading software and hardware, and configuring systems and applications.
• Conduct preventative maintenance on end user devices and other IT equipment.
• Test fixes to confirm resolution and perform post-resolution follow-ups.
• Provide technical assistance for desktops, laptops, printers, peripherals, and core applications.
• Respond to queries in person, via email, or by phone, and guide users through problem resolution.
• Escalate problems to higher tier groups or supervisor as required.
• Assist in software releases and rollouts per Change Management best practices.
• Adhere to site audit responsibility policies and procedures and responsibly handle confidential data.
• Alert management to emerging incident trends.
• Assist with training of Tier I staff and support day-to-day operations.
• Participate in projects and company or department training.
• Perform other activities as assigned by management.
  
  

Experience Requirements

• 2 to 4 years of on-site technical support experience.
• Knowledge of advanced computer hardware, smartphones, and end user network configurations.
• Experience with Microsoft client operating systems.
• Extensive support experience with Microsoft Office and Office 365 applications.
• Working knowledge of software and hardware diagnostic tools.
• Proficient in basic network fundamentals.
• Exceptional written and oral communication skills with a customer service mentality.
• Strong interpersonal skills with focus on rapport-building, listening, and questioning.
• Strong documentation skills and willingness to contribute to documentation.
• Self-starter able to work independently and as part of a team.
• Excellent time management and prioritization skills.
• Patient, thorough, and innovative approach to problem solving.
• Flexibility to work nights, weekends, and overtime as needed.
• Ability to conduct research into a wide range of computing issues and absorb information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• High motivation, direction, attention to detail, and ability to perform in high-pressure environments.
• Dependable with strong attendance, cooperative, respectful, and business casual presentation.
• Ability to work independently with minimal supervision in a sometimes quiet office.
• Ability to handle and set up technology equipment, including lifting up to 50 lbs.
  
  

Education Requirements

• High School Diploma, GED, or equivalent combination of education and experience.