System Support Engineer / IT Support Technician (Tier 1–2)

LevCo Technologies, Inc.; United States; On-site; PLN 164,000 - 235,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Paid time off

Vision insurance

Wellness resources

Life insurance

Job summary

LevCo Technologies, Inc. is seeking a customer-focused Help Desk / IT Support Technician to provide Tier 1–2 end-user support in a fast-paced MSP environment. You’ll troubleshoot hardware/software issues, document work in our ticketing system, and assist with device setups and onsite visits.

This full-time, in-person role in Kansas City, MO requires travel up to 50% and participates in on-call rotation. Strong communication, quick learning, and a customer-first mindset are essential.

Qualifications

• 0–2 years of IT support / help desk experience or strong customer service with technical aptitude
• Knowledge of Windows 10/11 and common business apps (Microsoft 365, Teams, Outlook)
• Experience with PC hardware, peripherals, printers, and account/access basics (password resets, MFA)
• Networking fundamentals (Wi-Fi, DNS basics, IP concepts)

Responsibilities

• Provide daily technical support for low-to-moderate complexity issues via phone, email, chat, remote tools, and onsite visits
• Troubleshoot and restore service by analyzing symptoms and applying documented fixes
• Configure devices and onboard users (day one guidance)
• Log incidents in the ticketing system with clear notes and escalate when needed
• Create/update knowledge base entries and checklists to reduce repeat incidents
• Document changes to customer systems (what changed, why, impact)
• Support scheduling/dispatch and participate in on-call rotation

Skills

Customer service

Problem solving

Documentation

Communication

On-site support

Education

High school diploma or equivalent

Tools

Microsoft 365

Teams

Outlook

Printer setup

Remote support tools

Job description

Replies within 24 hours

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

Job Type: Full-time

Location: Kansas City, MO (In-person)

Travel: Up to 50% (client onsite support within the region)

Schedule: Day shift; occasional evening/night coverage as part of rotation; on-call rotation as needed

Position Summary

We’re looking for a customer-focused Help Desk / IT Support Technician to provide Tier 1–2 end-user support in a fast-paced service environment. You’ll troubleshoot common hardware/software issues, document work clearly in our ticketing system, and escalate appropriately when issues require deeper engineering support. You’ll also assist with device setups, onsite support visits, and ongoing improvements to documentation and repeatable support processes.

What You’ll Do (Essential Responsibilities)

End-User Support & Troubleshooting

• Provide daily technical support for low-to-moderate complexity issues via phone, email, chat, remote tools, and onsite visits.
• Troubleshoot and restore service by analyzing symptoms, identifying root causes, and applying documented fixes and standard processes.
• Perform PC/workstation setup and user onboarding: device configuration, basic security setup, and “day one” user guidance.
• Log all incidents/requests in the ticketing system with clear, detailed notes (problem description, troubleshooting performed, resolution, and next steps).
• Route/escalate tickets to Tier 2/3 when needed and ensure the escalation contains the information required to avoid rework.
• Maintain and improve documentation: create/update knowledge base entries, checklists, and “how-to” guides to reduce repeat incidents. [
• Document changes made to customer systems (what changed, why, and expected impact).

Operational Expectations (MSP/Services Environment)

• Work with scheduling/dispatch priorities and keep your schedule accurate.
• Maintain service metrics aligned to management expectations (utilization/billable targets if applicable).
• Participate in an on-call rotation as required.

Minimum Qualifications

• High school diploma or equivalent (technical training/cert program is a plus)
• 0–2 years of IT support / help desk experience OR strong customer service experience with demonstrated technical aptitude
• Basic understanding of:
  • Windows 10/11 and common business applications (Microsoft 365, Teams, Outlook)
  • PC hardware, peripherals, printers
  • Account/access basics (password resets, MFA, permissions concepts)
  • Networking fundamentals (Wi‑Fi, DNS basics, IP concepts)

Required:

• Valid driver’s license and ability to travel to client sites (up to 50%)
• Ability to lift/move typical IT equipment (laptops, small desktops, monitors)
• Professional communication skills and a customer-first mindset

Preferred Qualifications (Nice to Have — Not Required)

• ITIL or HDI fundamentals (or willingness to learn)
• CompTIA A+ / Network+ (or equivalent knowledge)Familiarity with ticketing workflows and documentation practices (SLAs, triage, escalation)
• Experience with remote support tools and basic endpoint/security hygiene

Key Skills & Success Traits (What “Great” Looks Like)

• Clear written ticket notes and strong follow-through
• Calm, professional troubleshooting under time pressure
• Ability to learn quickly and ask the right questions
• Ownership mindset: “I will drive this to the next step,” even if escalation is required
• Continuous improvement: contributes to checklists/KB articles to prevent repeat issues
• 401(k)
• Life insurance
• Paid time off

Flexible work from home options available.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About Us

We’re an IT solutions provider with a passion for technology and its business applications. Our approach is simple and practical with a focus on the big picture. Our commitment is to provide smart, strategic, cost-effective technology that supports your unique business goals.
People-first

LevCo Technologies is built on strong core values of honesty, respect, teamwork, kindness and fun.

Our culture revolves around a shared dedication to providing excellence, value and results.

Growth-minded

While nimble and responsive, we embrace long‑term vision, forward thinking and openness to change.

Employee Discount Program
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