Tier-1 IT Service Desk Technician
Summary
Our client is seeking a Tier-1 IT Service Desk Technician to provide proactive, high-level customer service to their employees for a variety of technical and support issues, including, but not limited to, company-provided computer systems, operating systems, LAN/WAN, printers, and application software. This technician will respond to employee inquiries, run diagnostic programs, install hardware and software, isolate problems, and determine/implement a solution.
Responsibilities
- Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk System as the first level of assistance.
- Open and/or close work orders (via IT Service Desk software) for each call received.
- Escalate problems and requests as necessary to ensure positive resolution.
- Conduct research on relatively simple issues and escalate those that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or Tier-2 support.
- Create, modify, and/or delete user accounts per company policy, and update the appropriate documentation (e.g., the account termination spreadsheet).
- Guide end users through troubleshooting procedures to restore technical service.
- Reimage workstations and laptops (using current imaging software) as required.
- Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests.
- Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Department.
- Participate in company technology projects as needed.
- Maintain an accurate, timely record of hours spent on work orders and projects in time and accounting systems.
- Follow safety rules, guidelines, and standards for all projects.
- Participate in pre-task planning.
- Report any safety issues or concerns to Management.
- Maintain quality standards on all projects.
Requirements
- High school diploma or equivalent.
- Up to 1 year of Help Desk-related experience.
- Experience with Microsoft operating systems at the level used in the corporation, as well as desktop and laptop hardware.
- Experience with Microsoft Office 365 products at the level used in the corporation.
- Experience with Microsoft Teams.
- Experience with Microsoft Exchange.
- Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN.
- Understanding of Active Directory at the level used in the corporation.
- Understanding of mobile devices, e.g., iOS, Android phones, and tablets.
- A valid driver’s license with acceptable violation history may be required.
Preferred
- Associate’s degree in Information Systems or related field.
- A+ certification.
This is a 6-month Contract opportunity with our Olathe, KS client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third-parties, please.
