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Service Desk Technician

Company: TriCom Technical Services
Location: Shawnee Mission
Posted on: February 23, 2021

Job Description:

Service Desk Technician

Responsibilities

  • Field incoming support requests calls and tickets.
  • Provide Tier-1 support and troubleshooting in the 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. Requirements
    • 1-2 years of experience working support requests.
    • Foundational understanding of Microsoft Office and Windows operating systems.
    • Knowledge of networking protocols and equipment.
    • Experience with Client/Server relationships.
    • Experience with Active Directory.
    • Basic hardware and software troubleshooting ability.
    • Basic experience supporting and configuring mobile devices.
    • Ability to produce written knowledge articles. Preferred
      • CompTIA A+ certification.
      • CompTIA Net+ certification.
      • Microsoft Certified Professional (MCP) certification.
        This is a 6-month Contract-to-Hire with our Lenexa, KS client. 100% Paid employee medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third-parties, please.

Keywords: TriCom Technical Services, Kansas City , Service Desk Technician, Professions , Shawnee Mission, Kansas

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