Service Desk Analyst II — On-Call Tech Troubleshooter

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

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.