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.