What are the responsibilities and job description for the Service Desk Agent position at TriCom Technical Services?
Tier-1 Service Desk Agent
Role Summary
Provide direct hands-on and remote IT support for internal employees across multiple business locations. This position serves as a primary point of contact for technical issues, balancing phone support, remote troubleshooting, and in-person deskside assistance. The focus is on delivering high-quality customer service while resolving hardware, software, and basic network issues, or escalating complex tickets to higher-tier engineering teams.
Logistics & Employment Details
- Position Type: Contract-to-Hire (6-Month Duration)
- Work Location: 100% On-site (Kansas City, MO)
- Work Schedule: Monday – Friday
- Work Authorization: US Citizen required
Core Responsibilities
- Deliver Customer Support: Assist internal end-users via phone, remote desktop sessions, and in-person deskside visits with a strong focus on clear communication and service.
- Troubleshoot Workstations: Diagnose and resolve hardware, operating system, and application issues on Windows 10 devices.
- Image & Deploy Devices: Prepare, image, configure, and deploy desktop and laptop hardware for new and existing employees.
- Configure Applications: Set up and troubleshoot Microsoft Office / Office 365 applications for end-users.
- Triage & Escalation: Manage incoming requests in the ticketing system, perform initial troubleshooting, and route unresolved issues to appropriate tier-2/tier-3 tech teams or system engineers.
- Support Network Access: Identify basic network connectivity issues involving local workstation equipment and protocols.
Required Experience
- Service Desk / Help Desk Experience: At least 1 year of hands-on technical support experience resolving hardware and software issues for workstation users.
- Windows Support: Direct experience supporting and troubleshooting Windows 10 operating systems.
- Ticketing Systems: Practical experience managing, tracking, and triaging issues within an enterprise ticketing system (ServiceNow preferred).
- Microsoft 365 Setup: Hands-on experience configuring and troubleshooting Microsoft Office / O365 applications.
- Communication Skills: Demonstrated strong interpersonal communication and customer service orientation.
Preferred Experience
- Elevated Knowledge: Basic Tier-2 level troubleshooting concepts or a strong desire to expand technical depth.
- Networking Knowledge: Understanding of fundamental networking protocols and local hardware setups.
This is a 6-month Contract-to-Hire opportunity with our Kansas City, MO client. 100% paid employee Medical/Dental Benefits, paid time off, Paid Holidays, and 401(k) (with immediately vested company match) are available with TriCom during the contract period. H-1B Visa sponsorship is not available for this opportunity. No third parties, please.