End User Support Technician

End User Support Technician

Location: Kansas City, MO

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 6 months (high likelihood of 6-month extension)
• Start: ASAP
• Pay Rate: $20.00 $29.00 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The End User Support Technician will install and upgrade computer equipment for Employee-Owners and Contingent Workers at the client. The End User Support Technician will troubleshoot and determine a solution when a computer user experiences difficulties.

Key Responsibilities

• Provide technical assistance and resolution as necessary with strong emphasis on customer support, teamwork, and urgency.
• Image, configure, install, repair, and upgrade computer systems and perform routine maintenance.
• Troubleshoot for hardware and technical incidents.
• Update and resolve tickets assigned individually or within a group queue, providing timely resolutions and customer support.
• Provide support to customers seeking technical assistance in person or remote.
• Perform inventory of devices and track and maintain their assignment to customers.
• Resolve tickets in the ServiceNow Support queue, meeting department specifications.
• Provide high level of customer support through detailed documentation in ticketing system.
• Assist customers with installation of new software packages, based on licensing requirements.
• Perform new hire desk setups, office/department move equipment connection.
• Partner with IT Service Owners for the resolution of complex issues.
• Provide accurate information on IT products and/or services and their availability.
• Follow-up with customers and provide updates on request status'.
• Document resolution steps for reoccurring issues in knowledge base.
• Provide updates for out of date knowledge base documents.
• Participate in Problem and Change management processes as necessary.
• Provide tier-1 AV hardware troubleshooting, and on-site connection/presentation support as requested.

Required Skills

• Knowledge of computer hardware and operating systems
• Analytical and well organized
• Good communication skills, written, verbal, and listening
• Able to work well independently as well as in a group
• Must be a self-starter
• Strong customer service orientation
• Demonstrated empathy and patience
• Clear communicator (verbal and written)
• Comfortable working in a high-volume support environment

Education Requirements

• High School Diploma/GED required

Required Experience

• At least 3 4 years of hands-on support experience
• Prior Service Desk or IT Support experience

Work Environment / Physical Requirements

• Service Desk environment (phone and ticket-based support)
• Handling calls and managing tickets throughout the day
• Supporting users globally, excluding India
• Standard shift; no on-call rotation
• This position supports a federal project and is subject to federal drug testing requirements. All candidates must successfully pass a drug test as a condition of engagement. Federal requirements apply regardless of individual state laws related to drug use.

Important Notes

• Candidates must be able to walk through their technical experience in detail; candidates who only list technologies without explaining hands-on work, lack real troubleshooting experience, or struggle to articulate past responsibilities are not suitable.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

Infrastructure Engineering Firm We design and build essential infrastructure for cities. Our commitment to safety and quality has driven our success since 1898. Join our team and contribute to building a thriving society.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-03581

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