IT Service Desk Agent - Tier 1 Support

Terracon; Olathe (KS); On-site; USD 42,000 - 60,000; Full time

Job summary

Terracon in Olathe, KS is seeking an IT Service Desk Technician to provide proactive support to employees on hardware, software, and network issues. You will guide users through troubleshooting, document resolutions, and help maintain IT service quality.

Responsibilities include responding to calls, opening and closing work orders, and escalating complex problems. A high school diploma is required; an associate degree is preferred, and familiarity with Office 365, Teams, Exchange, AD and

Qualifications

• High school diploma or equivalent.
• Up to 1 year of help desk related experience.
• Associate’s degree preferred.
• Experience with Microsoft operating systems at the level used in the corporation, and with desktop and laptop hardware.
• Experience with Microsoft Office 365 products, Teams, and Exchange.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity (Ethernet, TCP/IP, LAN/WAN, VPN).
• Knowledge and understanding of Active Directory.
• Knowledge of mobile devices (iOS, Android).
• A valid driver’s license may be required.

Responsibilities

• Respond proactively to telephone calls, emails, and chat as the first level of assistance.
• Open and/or close work orders in IT Service Desk software.
• Escalate problems to ensure positive resolution.
• Research simple issues and escalate complex ones.
• Create, modify, and delete user accounts per policy and update documentation.
• Guide end users through troubleshooting procedures to restore service.
• Re-image workstations and laptops when required.
• Document issues and resolutions in incidents and service requests.
• Maintain proficiency in hardware, software, networking, and other technologies.
• Participate in company technology projects as needed.
• Record hours spent on work orders and projects accurately.
• Follow safety rules and standards for all projects.

Skills

Customer service

IT support

Troubleshooting

Teamwork

Education

High school diploma or equivalent

Associate’s degree in Information Systems or related field

Tools

Microsoft Office 365

Microsoft Teams

Microsoft Exchange

Active Directory

Networking basics

Job description

Terracon in Olathe, KS is seeking an IT Service Desk Technician to provide proactive support to employees on hardware, software, and network issues. You will guide users through troubleshooting, document resolutions, and help maintain IT service quality.

Responsibilities include responding to calls, opening and closing work orders, and escalating complex problems. A high school diploma is required; an associate degree is preferred, and familiarity with Office 365, Teams, Exchange, AD and