Reactive Service Desk/ Sr. Help Desk Engineer

Onsite Logic; Lenexa, Northern (KS, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary package

Ongoing training and development

Team-oriented environment

Professional development opportunities

Job summary

Onsite Logic in Lenexa, KS is seeking a Reactive Service Desk/Sr. Help Desk Engineer to be the first line of defense for client IT needs. You will resolve onsite and remote issues, install and troubleshoot hardware and software, and provide expert guidance to keep client systems running smoothly.

Join a dynamic MSP team and contribute to continuous service improvements while maintaining strong client relationships and documentation standards.

Qualifications

• Associate’s degree in information technology or related field, or equivalent experience.
• 3–5 years of MSP IT helpdesk experience.
• Advanced knowledge of IT and cybersecurity concepts.
• Experience with ServiceNow and Jira ticketing systems.
• Network+ or Security+ certification preferred.
• Familiarity with TruMethods framework a plus.

Responsibilities

• Resolve intermediate service calls onsite and remotely, ensuring timely resolutions.
• Install and troubleshoot client hardware and software for performance and security.
• Provide IT advice and training to clients to improve usage.
• Review tickets, report findings, and suggest service-delivery improvements.
• Maintain detailed documentation for all service requests.
• Proactively maintain and improve customer satisfaction and relationships.

Skills

IT Helpdesk

Troubleshooting

Customer service

Communication

Cybersecurity

Networking

Education

Associate’s degree in information technology or related field

Tools

ServiceNow

Jira

Job description

Onsite Logic: Reactive Service Desk/ Sr. Help Desk Engineer

Are you a tech whiz with a knack for solving problems and building relationships? Do you thrive in a fast-paced environment and enjoy helping others? Then join Onsite Logic as a Reactive Service Desk/ Sr. Help Desk Engineer!

About the Role

As a Reactive Service Desk/ Sr. Help Desk Engineer at Onsite Logic, you'll be the first line of defense for our valued clients. You'll tackle intermediate IT issues onsite and remotely, ensuring their technology runs smoothly and efficiently. You'll wear many hats, troubleshooting hardware and software, providing expert advice, and continuously improving our service delivery.

Responsibilities

• Tech Problem Solver: Resolve intermediate scheduled and reactive service calls, both onsite and remotely. Utilize your expertise to diagnose and fix issues, ensuring timely resolutions.
• Hardware & Software Guru: Independently install and troubleshoot client hardware and software, ensuring optimal performance and security.
• Client Success Champion: Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively.
• Data-Driven Improvement: Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.
• Documentation Master: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.
• Client Relationship Builder: Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.

Qualifications

• - Associate’s degree in information technology or a related field, or equivalent experience. (Required)
• - 3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment
• - Advanced knowledge of IT and cybersecurity concepts
• - Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)
• - Network+ or Security+ certification (preferred)
• - Familiarity with TruMethods framework a plus.

Success Metrics

Maintain an impressive track record with key performance indicators (KPIs):

• Less than 3% escalation rate
• Average resolution time under 1.0 hours
• First contact close rate of 75%
• 8 tickets closed per business day

Identify and propose at least one process improvement initiative per quarter

Ensure 98% accuracy and timeliness when updating service request documentation

Benefits

• -Competitive salary and benefits package
• - Opportunity to work in a dynamic and collaborative environment
• - Ongoing training and professional development opportunities
• - Be part of a team dedicated to client success

Salary range: $55,000 – $75,000, depending on experience, skills, and geographic location

Onsite Logic: Empowering businesses through exceptional IT support.