Help Desk Tier 1

Concero; Missouri; On-site; USD 42,000 - 60,000; Full time

Job summary

Concero is seeking a Level One IT Help Desk specialist in Missouri to deliver frontline support for office and remote staff. You will diagnose incidents, escalate where needed, and log all activities.

The role includes monitoring networks, managing AD and Exchange tasks, and coordinating with vendors and IT teams to maintain service levels. The ideal candidate has 1–2 years of help desk experience, strong communication, and a proactive, professional approach to problem solving.

Qualifications

• 1-2 years of previous help desk experience preferred.
• Bachelor’s or Associate’s degree preferred but not required.
• Ability to communicate in a clear and concise manner in all verbal and written communications.
• Excellent analytical and problem-solving skills.
• Intermediate knowledge of networking, computer hardware, identity management software and cloud computing required.
• Knowledge of Active Directory, Microsoft Exchange, Microsoft Office including Outlook, Windows 10/11, and Office 365.
• Desire to provide online learning or training for customers.
• High level of professionalism.
• Desire to work with other IT Teams and the ability to work independently in an efficient and effective manner.
• Strong time management and organizational skills including the ability to successfully multitask.
• Motivated to acquire and develop new knowledge and skills.
• Experience preferred with Mobile Device Management (MDM) software and supporting mobile devices.
• Experience preferred with video conferencing hardware and software.

Responsibilities

• Provide Level One technology support via calls and tickets including incident management, diagnosis, escalation, tracking and resolution to office and remote personnel.
• Actively monitor regional office and jobsite networks. Identify potential issues and proactively work towards resolution.
• Moderate Active Directory administration including user account creations.
• Moderate Microsoft Exchange administration including mailbox and calendar creation.
• Dispatch service vendors for hardware warranty items as directed by the organization's procedures.
• Document all support activities in a ticket tracking database.
• Work within documented SLA’s regarding call backs, escalations, status updates and resolutions.
• Work closely with other IT Teams to resolve incidents or determine when escalation of a support issue is necessary.
• Actively participate in security efforts and remediate endpoints and user accounts that may have been compromised.
• Assist in developing documentation to improve communication and service delivery.
• Follow established processes and standards. Identify and propose potential process improvements.
• Opportunity for additional projects and responsibilities to contribute to professional growth.

Skills

Customer service

Communication skills

Analytical skills

Problem solving

Time management

Independent work

Multitasking

Willingness to learn

Education

Bachelor’s or Associate’s degree preferred but not required

Tools

Active Directory

Microsoft Exchange

Office 365

MDM software

Video conferencing hardware/software

Job description

Responsibilities

• Provide Level One technology support via calls and tickets including incident management, diagnosis, escalation, tracking and resolution to office and remote personnel.
• Actively monitor regional office and jobsite networks. Identify potential issues and proactively work towards resolution.
• Moderate Active Directory administration including user account creations.
• Moderate Microsoft Exchange administration including mailbox and calendar creation.
• Dispatch service vendors for hardware warranty items as directed by the organization's procedures.
• Document all support activities in a ticket tracking database.
• Work within documented SLA’s regarding call backs, escalations, status updates and resolutions.
• Work closely with other IT Teams to resolve incidents or determine when escalation of a support issue is necessary.
• Actively participate in security efforts and remediate endpoints and user accounts that may have been compromised.
• Assist in developing documentation to improve communication and service delivery.
• Follow established processes and standards. Identify and propose potential process improvements.
• Opportunity for additional projects and responsibilities to contribute to professional growth.

Qualifications

• Desire to provide excellent customer service and positive support experience for customers.
• 1-2 years of previous help desk experience preferred.
• Bachelor’s or Associate’s degree preferred but not required.
• Ability to communicate in a clear and concise manner in all verbal and written communications.
• Excellent analytical and problem-solving skills.
• Intermediate knowledge of networking, computer hardware, identity management software and cloud computing required.
• Knowledge of Active Directory, Microsoft Exchange, Microsoft Office including Outlook, Windows 10/11, and Office 365.
• Desire to provide online learning or training for customers.
• High level of professionalism.
• Desire to work with other IT Teams and the ability to work independently in an efficient and effective manner.
• Strong time management and organizational skills including the ability to successfully multitask.
• Motivated to acquire and develop new knowledge and skills.
• Experience preferred with Mobile Device Management (MDM) software and supporting mobile devices.
• Experience preferred with video conferencing hardware and software.