Senior Service Desk Technician – Windows & AD Expert

Pape-Dawson Consulting Engineers, LLC; Overland Park (KS); On-site; USD 60,000 - 75,000; Full time

Job summary

Pape-Dawson Consulting Engineers, LLC is seeking a Service Desk Technician II to provide advanced technical support for employees across the organization. You will resolve escalated incidents, manage user accounts in Active Directory, and support Windows environments, Microsoft 365, and business applications.

You will work with IT teams and vendors, communicate issue status, and contribute to documentation and process improvements to ensure reliable access to applications and devices.

Qualifications

• Associate degree in Information Technology or related field, or equivalent hands-on experience.
• At least 4 years of experience in a service desk, desktop support, or technical support role.
• Experience supporting 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.

Responsibilities

• Provide Tier 1 and Tier 2 hardware, software, Windows, Microsoft 365, network, and business application support.
• Troubleshoot and resolve escalated desktop, laptop, printer, mobile device, and peripheral incidents.
• Administer Active Directory accounts, groups, password resets, and unlocks.
• Assist with Group Policy and OU management; upscale complex changes as needed.
• Perform routine Windows Server support, monitor server health, and assist with patching.
• Support file and print services, including permissions and printer connectivity.
• Troubleshoot DNS, DHCP, authentication, and network resources.
• Support endpoint deployment, software installation, updates, and asset tracking.
• Document work in the service management system and communicate status to users.
• Escalate issues requiring specialized infrastructure or security support.
• Contribute to knowledge articles and process improvements.

Skills

Service desk experience

Windows 11

Microsoft 365

Active Directory

Windows Server

DNS/DHCP/networking

Ticketing system

Customer service

Communication

Time management

Education

Associate degree in Information Technology or related field

Tools

Active Directory

Windows Server

Citrix

Microsoft 365

Job description

Pape-Dawson Consulting Engineers, LLC is seeking a Service Desk Technician II to provide advanced technical support for employees across the organization. You will resolve escalated incidents, manage user accounts in Active Directory, and support Windows environments, Microsoft 365, and business applications.

You will work with IT teams and vendors, communicate issue status, and contribute to documentation and process improvements to ensure reliable access to applications and devices.