Service Desk Analyst II

Kforce Inc; Leawood (KS); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

HSA/FSA

401(k)

Job summary

Kforce Inc. is seeking a hands-on Service Desk Analyst II to provide comprehensive support across hardware, software, networking, and end-user technologies. You will document incidents, meet SLAs, and escalate complex issues as needed.

The role requires a bachelor's degree in CS or equivalent experience, 3+ years in a service desk, and strong communication skills. On-site in Leawood, Kansas; benefits include medical/dental/vision and a 401(k) plan.

Qualifications

• Bachelor's degree in Computer Science or related field or equivalent experience.
• 3+ years in a service desk or technical support environment.
• Superior written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Exceptional customer service attitude.
• Ability to interpret a wide variety of technical instructions and variables.

Responsibilities

• Respond to, evaluate, prioritize, and troubleshoot user issues involving hardware, software, networking, and related technologies.
• Gather problem details and perform diagnostic procedures to identify root causes and resolve technical issues.
• Escalate complex problems to internal specialists or external service providers when necessary.
• Support desktops, laptops, handheld/scanning devices, and other technology used across business operations.
• Log, track, and document incidents and service requests within an incident management/ticketing system.
• Work within established SLAs and support processes to maintain a high level of customer service.
• Monitor systems, logs, and technical consoles and take appropriate action when issues arise.
• Provide ongoing support for deployed technologies, systems, and processes.
• Identify opportunities to improve support processes and recommend best practices.
• Participate in team projects, technical training, and knowledge sharing.
• Participate in a 24x7 on-call rotation to support business continuity needs.
• Communicate effectively with both technical and non-technical users.

Skills

Analytical thinking

Problem solving

Communication skills

Customer service

Education

Bachelor's degree in Computer Science or related

Tools

SCCM

InTune

PowerShell

Job description

Responsibilities

We are seeking a hands‑on Service Desk Analyst II who combines strong technical troubleshooting skills with a customer‑focused approach. This individual will provide support across hardware, software, networking, and end‑user technologies while ensuring issues are properly documented, prioritized, and resolved. Key Responsibilities:

• Respond to, evaluate, prioritize, and troubleshoot user issues involving hardware, software, networking, and related technologies


• Gather problem details and perform diagnostic procedures to identify root causes and resolve technical issues


• Escalate complex problems to internal specialists or external service providers when necessary


• Support desktops, laptops, handheld/scanning devices, and other technology used across business operations


• Log, track, and document incidents and service requests within an incident management/ticketing system


• Work within established SLAs and support processes to maintain a high level of customer service


• Monitor systems, logs, and technical consoles and take appropriate action when issues arise


• Provide ongoing support for deployed technologies, systems, and processes


• Identify opportunities to improve support processes and recommend best practices


• Participate in team projects, technical training, and knowledge sharing


• Participate in a 24x7 on‑call rotation to support business continuity needs


• Communicate effectively with both technical and non‑technical users

Requirements

• Bachelor's degree in Computer Science or equivalent related experience in a technical support environment


• 3+ years in a service desk or technical support environment


• Superior written and verbal communication skills


• Strong analytical and problem‑solving abilities


• Exceptional customer service attitude


• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables

Preferred

• Certifications related to support of Microsoft products


• Certifications or training related to hardware troubleshooting and diagnostics


• Experience with SCCM


• Experience with InTune


• Experience with PowerShell


• Experience with the logistics industry

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.