Service Desk Analyst

TriCom Technical Services, Inc.; Overland Park (KS); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Low-cost employee benefits

Paid time off

401(k) with company match

Immediately vested company match

Job summary

TriCom Technical Services, Inc. is seeking a Service Desk Analyst in Overland Park, KS to provide frontline IT support to employees and serve as the first point of contact for IT issues. You will troubleshoot across desktops, software, networks, and hardware while delivering excellent customer service.

You will join a 6-month contract-to-hire engagement with on-site responsibilities at multiple facilities. The role includes an on-call rotation and opportunities to leverage SCCM/Intune/PowerShell

Qualifications

• 3+ years of experience in a service desk or technical support role.
• Bachelor's degree in Computer Science or equivalent.
• Strong troubleshooting skills with hardware, software, networking, and IT systems.
• Excellent customer service, communication and problem-solving skills.
• Ability to manage multiple requests, prioritize tasks, and explain technical issues to nontechnical users.

Responsibilities

• Provide technical support for desktops, laptops, scanners, software, networks, and other IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues, escalating complex problems when needed.
• Respond to user requests, prioritize issues, and provide timely updates to ensure customer satisfaction.
• Log, track, and document incidents and service requests in the ticketing system while meeting SLAs.
• Monitor IT systems, logs, and alerts to identify and resolve potential issues.
• Configure, maintain, and support IT equipment and systems across multiple facilities.
• Follow established IT procedures, maintain documentation, and recommend process improvements.
• Work with internal teams and external service providers to resolve technical issues and support IT projects.
• Participate in a 24/7 on-call rotation to support business operations and system recovery.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Technical knowledge

Education

Bachelor's degree in Computer Science or equivalent

Tools

Microsoft SCCM

Intune

PowerShell

Job description

Service Desk Analyst

Summary

Our client is seeking a Service Desk Analyst to provide technical support to employees and serve as the first point of contact for IT issues and requests. This role troubleshoots hardware, software, network, and system issues while delivering excellent customer service. The analyst supports daily IT operations, maintains equipment, and works with other IT teams to resolve complex problems.

Responsibilities

• Provide technical support for desktops, laptops, scanners, software, networks, and other IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues, escalating complex problems when needed.
• Respond to user requests, prioritize issues, and provide timely updates to ensure customer satisfaction.
• Log, track, and document incidents and service requests in the ticketing system while meeting service level agreements (SLAs).
• Monitor IT systems, logs, and alerts to identify and resolve potential issues.
• Configure, maintain, and support IT equipment and systems across multiple facilities.
• Follow established IT procedures, maintain documentation, and recommend process improvements.
• Work with internal teams and external service providers to resolve technical issues and support IT projects.
• Participate in a 24/7 on-call rotation to support business operations and system recovery.

Requirements

• 3+ years of experience in a service desk or technical support role.
• Bachelor's degree in Computer Science or equivalent technical support experience.
• Strong troubleshooting skills with hardware, software, networking, and IT systems.
• Excellent customer service, communication, and problem-solving skills.
• Ability to manage multiple requests, prioritize tasks, and explain technical issues to nontechnical users.

Preferred

• Experience with Microsoft SCCM, Intune, or PowerShell.
• Microsoft support or hardware troubleshooting certifications.
• Experience in the logistics industry.

This is a 6-month contract-to-hire opportunity with our Overland Park, KS client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position.