Copilot‑Powered IT Service Desk Technician

Performance Contracting Group

Lackmans (KS)

On-site

USD 42,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Competitive pay

Incentive bonus plan

Employee stock ownership plan (ESOP)

401(k) retirement savings plan with a

Medical, prescription drug, dental, &

Life insurance, AD&D, and disability

Employee assistance program (EAP)

Flexible paid time off policy and paid

Job summary

Performance Contracting Group is seeking an IT Service Desk Technician for its Lenexa, Kansas operations. The role emphasizes quick resolution of tickets, strong customer service, and the growing use of AI tools to speed troubleshooting and improve documentation.

Candidates should be motivated to expand capabilities with Copilot Studio and self‑service initiatives. Ideal applicants have 1–2 years in IT support, solid MS 365/Windows knowledge, and a proactive approach to learning and

Qualifications

1–2 years of IT service desk or desktop support experience.
Excellent written and verbal communication.
Foundational Microsoft 365 and Windows knowledge.
Foundational networking concepts knowledge.
Basic identity/access concepts (Entra ID/AD).
Hardware and software troubleshooting abilities.
Experience supporting mobile devices.
Ability to write clear technical documentation.
Proven use of AI tools to improve support.

Responsibilities

Field incoming support requests via phone and ServiceNow ITSM; triage, prioritize, troubleshoot, and resolve Tier 1/Tier 2 incidents and requests.
Maintain excellent records of work completed, including troubleshooting steps, tests performed, and final outcomes; ensure tickets meet internal documentation standards.
Engage and update assigned tickets within internal SLAs; communicate status and next steps clearly to customers.
Escalate advanced issues to appropriate support teams/resolver groups, providing clear handoff notes and relevant evidence.
Support device, identity, and collaboration tooling per environment standards, including Windows, Microsoft 365, Entra ID or Azure AD, Teams, VPN, and mobile devices.
Assist with access provisioning, password and account issues, onboarding and offboarding tasks, and basic endpoint troubleshooting.
Create and maintain knowledge articles, standard work instructions, and user‑facing self‑help content; produce written knowledge articles in ServiceNow Knowledge.
Learn and progressively apply Copilot Studio or an equivalent platform to help maintain and improve end‑user self‑service, including updating knowledge sources, refining prompts and topics, and reviewing analytics, with guidance and training.
Help identify high‑volume or repetitive tickets and contribute ideas for improving self‑service and deflection through knowledge articles, guided steps, light automation, and AI‑assisted experiences where appropriate.
Manage, execute, and document project work as assigned; contribute to continuous improvement initiatives.
Track and report service desk trends such as top ticket drivers, repeat issues, and knowledge gaps, and recommend improvements to processes, documentation, and self‑service, including AI‑enabled improvements as they mature.