Service Desk Technician

Description

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

Our client seeks an on-site support professional to provide hands-on and remote technical assistance across desktops, laptops, printers, peripherals, and common enterprise applications. The role will record and resolve incidents, perform installations and upgrades, support O365 and Microsoft client OS, assist with onboarding and device setup, and escalate as needed. The environment values independent work, sound documentation, and clear communication.

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 $22.50/hr. w2

JN -072026-108102

Responsibilities

• Escalate problems to higher tier groups or supervisor as required.
• Record, track, and document problem solving steps in service desk software through final resolution.
• Apply approved diagnostic utilities to aid in troubleshooting.
• Use FAQ resources on Internet/Intranet to aid in resolution.
• Perform remote or in-person fixes including software and hardware installs, upgrades, and configurations.
• Perform preventative maintenance on end user devices and other IT equipment.
• Test fixes to ensure adequate resolution and follow up with end users and team members.
• Alert management to emerging incident trends.
• Assist in software releases and rollouts per Change Management practices.
• Adhere to site audit responsibility policies and procedures.
• Monitor the service desk queue, resolve or escalate requests.
• Provide technical support for systems, software, and hardware including desktops, laptops, printers, and peripherals.
• Respond in person, via email, or phone and guide users through problem solving. Follow up to confirm resolution.
• Handle confidential data responsibly.
• Develop technical skill sets within areas of expertise.
• Assist in training Tier I staff and support day-to-day operations as needed.
• Support project assignments from management.
• Participate in company and department training.
• Other activities as assigned by manager.
  
  

Experience Requirements

• 2-4 years of relevant on-site technical support experience.
• Knowledge of advanced computer hardware including desktops, laptops, 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.
• Strong written and oral communication with a customer service mindset.
• Interpersonal skills focused on rapport building, listening, and questioning.
• Strong documentation skills and willingness to contribute.
• Proficient in basic network fundamentals.
• Self-starter who can work independently and as part of a team.
• Effective time management and prioritization.
• Patience, thoroughness, and innovation.
• Flexibility to work nights, weekends, and overtime as needed.
• Ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed with keen attention to detail.
• Ability to execute in a high-pressure environment.
• May be required to report to a different local office as part of normal duties.
• Ability to handle and set up technology equipment, including lifting up to 50 lbs.
• Professional, dependable, and cooperative presence in a team environment. Business casual dress.
• Experience with ServiceNow preferred. Jira acceptable.
• Experience with Active Directory and onboarding support.
  
  

Education Requirements

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