IT Service Desk Support Staff I

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

General Responsibilities

Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software. Respond to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.

Essential Roles And Responsibilities

• Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.
• Open and/or close work orders (via IT Service Desk software) on each call received.
• Escalate problems and requests as necessary to ensure positive resolution.
• Conduct research on relatively simple issues and escalates issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support.
• Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).
• Guide end users through troubleshooting procedures to restore technical service
• Re-image workstations and laptops (using current image software) when required.
• Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
• Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
• Participate in company technology projects as needed.
• Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
• Follow safety rules, guidelines, and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
• Be responsible for maintaining quality standards on all projects.

Requirements

• 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 at the level used in the corporation as well as desktop and laptop hardware.
• Experience with Microsoft Office 365 of products at the level used in the corporation.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN
• Knowledge and understanding of Active Directory at the level used in the corporation.
• Knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets.
• A valid driver’s license with acceptable violation history may be required.

Preferred Qualifications

• A+ certification