Technical Support Specialist

We are seeking a Senior Service Desk Technician for our Lenexa headquarters. This is a high-visibility role responsible for ensuring technical stability across our 50+ national offices. We are looking for more than just a "ticket taker." As a Senior Technician, you will be expected to triage complex hardware and software issues, manage project-based work, and author knowledgebase articles to improve department-wide efficiency.

Role

• Field incoming support requests (phone and tickets).
• Engage all tickets assigned within internal SLAs.
• Triage and resolve support requests.
• Escalate advanced issues to the appropriate support team.
• Maintain excellent records of work completed.
• Perform tests to validate the resolutions provided.
• Manage, execute, and document project work.
• Produce written knowledgebase articles.

 Qualifications

2+ years of experience working on technical support requests. This is an environment where your ability to automate tasks via PowerShell and manage infrastructure via Cisco Meraki will be highly valued.

Required

• Intermediate understanding of Microsoft Office and Windows operating systems.
• Intermediate understanding of common networking protocols and equipment.
• Basic administration of Active Directory.
• Intermediate hardware and software troubleshooting ability.
• Intermediate experience supporting and configuring mobile devices.
• Basic understanding of technical management platforms: Mitel, Solar Winds, Cisco Meraki Dashboard.
• Solid understanding of how to use PowerShell.
• Ability to provide after-hours support on a rotating schedule.
• CompTIA Network+ certification or Microsoft Technology Associate (MTA) certification (or similar level Microsoft technical certification).

 Preferred

• Bachelor’s Degree in Computer Science, Information Systems, or a related field.
• Experience in construction or specialty contracting environment.

Details

• Location: Lenexa, KS (Initially Onsite; 1 Day WFH after fully trained)
• Employment Type: 6-Month Contract-for-Hire
• Conversion Salary: $60,000 - $65,000 Hourly equivalent during contract period)

While employed by TriCom you are eligible for

• ·       Employer-paid premiums for employees’ medical/dental/vision benefits. Spouse/Child(ren)/Family benefits options available.
• ·       Paid holidays & PTO.
• ·       401k with immediate vesting on company match.
• ·       Employer-paid premiums for Long Term Disability & $50,000 in Term Life insurance.