Service Desk Technician

  • location: Lenexa, KS
  • type: Temp to Perm
  • salary: $20 - $21 per hour

job description

Service Desk Technician

job summary:
Randstad Technologies is looking for a Service Desk Technician in Lenexa, KS. This individual will be responsible for the following duties:

  • Field incoming support requests (phone and tickets)
  • Perform Tier 1 support and troubleshooting in test and production environments including onsite and remote support
  • Direct support requests to appropriate escalation destinations, ensuring sufficient documentation exists while meeting defined SLA for initial ticket response
  • Provide support for Microsoft Office, Mobile Devices, Printers, Windows Operating Systems, business applications, and low to mid-level technical issues leveraging multiple teams for ticket escalation and knowledge transfer when necessary
  • Document issues and solutions thoroughly, including steps to recreate and resolve, producing knowledge articles are required
  • Anticipate, identify and escalate issues/risks affecting self, the team, the department, or the company
  • Communicate in a timely and effective manner, keeping the team informed of status and progress
  • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
  • Look for and suggest improvements in efficiencies to reduce costs and be responsible and accountable as an employee owner
 
location: LENEXA, Kansas
job type: Contract
salary: $20 - 21 per hour
work hours: 8am to 5pm
education: No Degree Required
 
responsibilities:
  • Field incoming support requests (phone and tickets)
  • Perform Tier 1 support and troubleshooting in test and production environments including onsite and remote support
  • Direct support requests to appropriate escalation destinations, ensuring sufficient documentation exists while meeting defined SLA for initial ticket response
  • Provide support for Microsoft Office, Mobile Devices, Printers, Windows Operating Systems, business applications, and low to mid-level technical issues leveraging multiple teams for ticket escalation and knowledge transfer when necessary
  • Document issues and solutions thoroughly, including steps to recreate and resolve, producing knowledge articles are required
  • Anticipate, identify and escalate issues/risks affecting self, the team, the department, or the company
  • Communicate in a timely and effective manner, keeping the team informed of status and progress
  • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
  • Look for and suggest improvements in efficiencies to reduce costs and be responsible and accountable as an employee owner
Basic Requirements:

  • 1-2 years' experience working support requests.
  • Work authorization
Minimum Requirements

  • Foundational understanding of Microsoft Office and Windows operating systems
  • Foundational understanding of networking protocols and equipment
  • Ability to produce written Knowledge Articles
  • Basic understanding of server/client relationship
  • Basic understanding of Active Directory
  • Basic hardware and software troubleshooting ability
  • Basic experience supporting and configuring mobile devices
  • Oral and written communication skills
  • Ability to work in team environment
  • Ability to learn new job skills by engaging in the technical aspects of the job and applying new skills as they are taught
  • Customer service skills
  • Critical thinking and problem-solving skills
  • Ability to multitask
Preferred Requirements

  • Certifications:

    • Comp Tia A+
    • Comp Tia Net+
    • Microsoft Certified Professional
  • Local to Kansas City metro
 
qualifications:
  • Experience level: Entry Level
  • Minimum 1 year of experience
  • Education: No Degree Required
 
skills:
  • Microsoft Office (1 year of experience is required)
  • Windows Operating System (1 year of experience is required)
  • Active directory
  • iOS
  • Android

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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