IT Technical Support Specialist II

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

The Kansas City National Security Campus (KCNSC), managed and operated by Honeywell Federal Manufacturing & Technologies, is a premier advanced manufacturing facility that supports the safety, security, reliability and effectiveness of our nation's nuclear deterrent. With nearly 7,000 employees combined in Kansas City, Missouri, and Albuquerque, New Mexico, KCNSC protects our nation and allies by producing trusted national security products and services for the U.S. Department of Energy's National Nuclear Security Administration.

We create innovative solutions to complex national security challenges, and lead with accountability, collaboration and an unwavering dedication to our mission and core values.

Are you ready to do work that matters?

Summary

Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but is not limited to): In-Person, Email, chat and phone correspondence, Web-based support, tools/applications/portals, Support documentation/content, Virtual demos/training sessions, and in-person meetings, events, or trainings.

Duties and 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.

You Must Have

• High School diploma
• 2 or more years of related information technology experience
• Ability to travel up to 5% of the time
• United States Citizenship
• Ability to work on-site as directed by management and as determined by the needs of the business
• Regular and reliable attendance is an essential function of this job
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations)

We Value

• Associates degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
• General knowledge of desktop computer systems.
• Intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.

This job description is not all-inclusive; additional duties may be assigned. Employees must maintain regular, reliable attendance, and be able to work on-site and travel as needed.

What We Offer

We are focused on attracting, hiring and retaining talented people who power our mission. Our robust total rewards package recognizes performance, fuels development and supports flexibility. Key features include:

• 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 Programs
• Mission driven culture

We are required by the Department of Energy (DOE) to conduct a pre-employment drug test and background review, including checks of references, credit, law enforcement records and employment/education history. Applicants must be able to obtain and maintain a DOE Q-level security clearance, which requires U.S. citizenship. Dual citizenship may affect clearance eligibility.

All employment offers are contingent on a federal background investigation. Substance abuse, illegal drug use, falsified information, criminal activity, serious misconduct or other indicators of untrustworthiness may result in denial or loss of clearance and termination of employment.

Honeywell Aerospace is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status and any other protected class under state or federal law.

National Nuclear Security Administration (NNSA) Requirements For MedPEDs

If you have a medical portable electronic device (MedPED) — such as a pacemaker, defibrillator, drug‑releasing pump, hearing aids or diagnostic equipment used to measure or monitor body functions — you may be required to meet NNSA security requirements if employed by us.

If you have a MedPED and are selected for an on-site interview, additional steps may be required to ensure compliance with NNSA security requirements before your interview date.

If you require a reasonable accommodation to submit an application, please send an email to our Reasonable Accommodation Support Team at [e-mail].

Additional Information

• Job ID: 5548
• Category: Information Technology
• Level of Experience:
• Posting Location: Kansas City National Security Campus 14520 Botts Road Kansas City, MO, 64147
• Remote Eligibility: On-Site
• Travel Required: 0-10%
• Approved Work States: MO; KS
• Hourly/Salary: Salary
• Division: A00
• Department: A51