Service Desk Technician

Advantage Tech is looking for a Service Desk person for our Olathe, KS client. You will be helping out with computer replacements.

Job Description

General Responsibilities:

Provides proactive, high level of customer service to employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software. Respond to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.

Essential Roles and Responsibilities:

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• Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.
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• Open and/or close work orders (via IT Service Desk software) on each call received.
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• Escalate problems and requests as necessary to ensure positive resolution.
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• Conduct research on relatively simple issues and escalates issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support.
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• Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).
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• Guide end users through troubleshooting procedures to restore technical service
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• Re-image workstations and laptops (using current image software) when required.
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• Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
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• Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
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• Participate in company technology projects as needed.
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• Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
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• Follow safety rules, guidelines, and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
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• Be responsible for maintaining quality standards on all projects.
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Requirements:

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• High school diploma or equivalent.
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• Up to 1-year help desk related experience.
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• Associate’s degree in Information Systems or related field preferred.
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• Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
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• Experience with Microsoft Office 365 at the level used in the corporation.
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• Experience with Microsoft Teams.
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• Experience with Microsoft Exchange.
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• Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN
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• Knowledge and understanding of Active Directory at the level used in the corporation.
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• Knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets.
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• Valid driver’s license with acceptable violation history.
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Preferred Certification:

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• A+ certification
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