IT Service Desk Support Staff I

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

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