Senior Service Desk Tech: Windows, AD & 365 Expert

Pape-Dawson Engineers; Overland Park (KS); Presencial; USD 48.000 - 60.000; Jornada completa

Descripción de la vacante

Pape-Dawson Engineers in Overland Park, KS seeks a Service Desk Technician II to provide advanced IT support across the organization. You will resolve escalated incidents, manage Windows environments, AD, and M365, and collaborate with IT teams and vendors to ensure reliable access to business apps and services.

You will work on incident resolution, documentation, and communication with users, while helping with server maintenance and endpoint deployment.

Formación

• Associate degree or equivalent hands-on IT experience.
• At least 4 years in a service desk or desktop support role.
• Experience with Windows 11, Microsoft 365, and common business applications.
• Practical experience administering Active Directory, including user and group management, password resets, and account troubleshooting.
• Working knowledge of Windows Server environments and common services such as file sharing, DNS, and DHCP.
• Familiarity with basic networking concepts, including TCP/IP, DNS, Wi-Fi, VPN, and connectivity troubleshooting.
• Experience using a ticketing system and maintaining clear, complete documentation.
• Strong customer service, communication, troubleshooting, and time-management skills.

Responsabilidades

• Provide Tier 1 and Tier 2 support for hardware, software, Windows, Microsoft 365, network connectivity, and business applications.
• Troubleshoot and resolve escalated incidents involving desktops, laptops, printers, mobile devices, and peripherals.
• Administer Active Directory accounts and objects, including creating and disabling accounts, managing groups, unlocking accounts, and resetting passwords.
• Assist with organizational units, Group Policy, and other account or policy issues; elevate complex changes when appropriate.
• Perform routine Windows Server support, including checking services and event logs, monitoring server health, and assisting with patching and maintenance.
• Support file and print services, including shared folders, access permissions, and printer connectivity.
• Help troubleshoot server-related issues involving DNS, DHCP, authentication, and network resources.
• Support endpoint deployment, configuration, software installation, updates, and asset tracking.
• Document work in the service management system, maintain accurate ticket notes, and follow incidents through resolution.
• Communicate clearly with users about issue status, workarounds, and next steps.
• Escalate incidents that require specialized infrastructure, security, network, or application support.
• Contribute to knowledge articles, process improvements, and recurring issue analysis.

Conocimientos

Windows 11

Microsoft 365

Active Directory

Group Policy

DNS & DHCP

Networking basics

Ticketing system

Customer service

Documentation

Time management

Educación

Associate degree in Information Technology or related field

Herramientas

Ticketing system

Citrix (preferred)

Descripción del empleo

Pape-Dawson Engineers in Overland Park, KS seeks a Service Desk Technician II to provide advanced IT support across the organization. You will resolve escalated incidents, manage Windows environments, AD, and M365, and collaborate with IT teams and vendors to ensure reliable access to business apps and services.

You will work on incident resolution, documentation, and communication with users, while helping with server maintenance and endpoint deployment.