Help Desk Specialist

Please Note: This position will be mostly remote, but training in the office for the first 5-6 weeks and you may need to come into the office occasionally; candidates must be in the Kansas City area.
Responsibilities

• Provide first-level technical support for computer software and hardware products and services.
• Respond to and diagnose problems through discussions with users including problem recognition, research, isolation, and resolution steps.
• Resolve basic to moderately complex problems while referring more complex problems to senior level technicians.
• Assist users who inquire how to use specific software, email, or operating systems.
• Proactively use existing processes and tools (i.e., Problem Management, Database, and Help Desk Systems) to support office staff and equipment.
• Handle calls and tickets as the primary duty; may be asked to help with projects.
• Troubleshoot, repair, and deploy Windows 7/10, as well as some Apple products.
• Troubleshoot mobile devices (iPhone/iPad and Android).
• Troubleshoot network printer and multifunction devices.
• Troubleshoot Microsoft Office.
• Work daily with internal customers via phone and email, as well as occasional walk-ups.
• Accurately record all work and troubleshooting steps on tickets in the ServiceNow Ticketing System.
• Maintain a positive, professional attitude always.

Requirements

• 1-2 years of experience in a Microsoft Windows environment, handling Level-1 calls for desktop and laptop break/fix support.
• Experience using and troubleshooting Microsoft Office (O365).
• Experience using ticketing systems (ServiceNow preferred).
• Experience managing and troubleshooting Windows 7/10 workstations.
• Proficiency in managing and troubleshooting Microsoft desktop operating systems.
• Demonstrated superior customer service skills..
• Ability to document technical processes clearly.
• Working knowledge of Active Directory users and computers.
• Working knowledge of mobile devices including Android, iPhone, iPad, and Mac computers.