IT Support Specialist II - Expert Troubleshooting Asset Mgmt

Kansas City National Security Campus; Kansas City (MO); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Health Savings Account (HSA)

Industry leading 401(k) match

Generous paid time off

Flexible work schedule

Tuition Reimbursement

Professional Certification & License

Mission driven culture

Job summary

Kansas City National Security Campus (KCNSC) is seeking an IT Support specialist to deliver high-quality service across in-person, email, chat and phone channels. The role focuses on timely responses, escalation handling, and maintaining consistent customer experiences while supporting hardware, software and processes.

On-site at KCNSC in Kansas City, MO, the position emphasizes collaboration with security-cleared operations and requires 2+ years in IT support and US citizenship.

Qualifications

• Experience using ServiceNow ticketing system in a medium to large company.
• General knowledge of desktop computer systems.
• Intermediate skills for identifying and resolving technical problems.
• Effective communication and customer-service skills.

Responsibilities

• Handle escalated tickets from Tier 1.
• Performs customer support, training, and troubleshooting activities for various IT services.
• Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalates issues that require more detailed analysis to more experienced personnel.
• Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
• Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Performs Asset Management activities that identify and labelling new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.
• Assists in training activities required for various capabilities in support of business and customer needs.

Skills

ServiceNow

Desktop troubleshooting

Communication

Customer service

Education

Associate degree in computer-related field

Tools

ServiceNow

Job description

Kansas City National Security Campus (KCNSC) is seeking an IT Support specialist to deliver high-quality service across in-person, email, chat and phone channels. The role focuses on timely responses, escalation handling, and maintaining consistent customer experiences while supporting hardware, software and processes.

On-site at KCNSC in Kansas City, MO, the position emphasizes collaboration with security-cleared operations and requires 2+ years in IT support and US citizenship.