IT Service Desk Specialist - Frontline Tech Support

Terracon; Olathe (KS); On-site; USD 36,000 - 60,000; Full time

Job summary

Terracon is seeking an entry-level IT Service Desk specialist to provide proactive support to employees on hardware, software, and network issues. You will handle inquiries, diagnose problems, and implement solutions to restore services.

The role requires familiarity with Microsoft OS, Office 365, Teams, Exchange, and AD, with a focus on end-user support and incident documentation. On-site work in the Kansas area is expected.

Qualifications

• High school diploma or equivalent.
• Up to 1-year help desk related experience.
• Associate’s degree in Information Systems or related field preferred.
• Experience with Microsoft operating systems.
• Experience with Microsoft Office 365 products.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity (Ethernet, TCP/IP, LAN/WAN, VPN).
• Knowledge of Active Directory.
• Knowledge of mobile devices (iOS, Android).
• Valid driver’s license may be required.

Responsibilities

• Respond proactively to calls, emails, and chats as first level of IT Service Desk support.
• Open and close work orders in the Service Desk system.
• Escalate issues to senior staff as needed for resolution.
• Research and troubleshoot simple issues; escalate complex cases after 20 minutes.
• Create/modify/delete user accounts per policy; update documentation.
• Guide users through troubleshooting steps to restore service.
• Re-image workstations and laptops when required.
• Document issues, steps, and resolutions in incident records.
• Maintain proficiency in supported hardware, software, and networking.
• Participate in company technology projects as needed.
• Record hours spent on work orders and projects accurately.
• Follow safety rules and participate in pre-task planning.

Skills

Help desk

Customer service

Troubleshooting

Diagnostic procedures

Network basics

Education

High school diploma

Associate degree in Information Systems

A+ certification

Tools

Office 365

Microsoft Teams

Microsoft Exchange

Active Directory

Windows OS

Job description

Terracon is seeking an entry-level IT Service Desk specialist to provide proactive support to employees on hardware, software, and network issues. You will handle inquiries, diagnose problems, and implement solutions to restore services.

The role requires familiarity with Microsoft OS, Office 365, Teams, Exchange, and AD, with a focus on end-user support and incident documentation. On-site work in the Kansas area is expected.