Service Desk Technician

Performance Contracting Group; Lackmans (KS); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Incentive bonus plan

Employee stock ownership plan (ESOP)

401(k) retirement savings plan with a

Medical, prescription drug, dental, &

Life insurance, AD&D, and disability

Employee assistance program (EAP)

Flexible paid time off policy and paid

Job summary

Performance Contracting Group is seeking an IT Service Desk Technician for its Lenexa, Kansas operations. The role emphasizes quick resolution of tickets, strong customer service, and the growing use of AI tools to speed troubleshooting and improve documentation.

Candidates should be motivated to expand capabilities with Copilot Studio and self‑service initiatives. Ideal applicants have 1–2 years in IT support, solid MS 365/Windows knowledge, and a proactive approach to learning and

Qualifications

• 1–2 years of IT service desk or desktop support experience.
• Excellent written and verbal communication.
• Foundational Microsoft 365 and Windows knowledge.
• Foundational networking concepts knowledge.
• Basic identity/access concepts (Entra ID/AD).
• Hardware and software troubleshooting abilities.
• Experience supporting mobile devices.
• Ability to write clear technical documentation.
• Proven use of AI tools to improve support.

Responsibilities

• Field incoming support requests via phone and ServiceNow ITSM; triage, prioritize, troubleshoot, and resolve Tier 1/Tier 2 incidents and requests.
• Maintain excellent records of work completed, including troubleshooting steps, tests performed, and final outcomes; ensure tickets meet internal documentation standards.
• Engage and update assigned tickets within internal SLAs; communicate status and next steps clearly to customers.
• Escalate advanced issues to appropriate support teams/resolver groups, providing clear handoff notes and relevant evidence.
• Support device, identity, and collaboration tooling per environment standards, including Windows, Microsoft 365, Entra ID or Azure AD, Teams, VPN, and mobile devices.
• Assist with access provisioning, password and account issues, onboarding and offboarding tasks, and basic endpoint troubleshooting.
• Create and maintain knowledge articles, standard work instructions, and user‑facing self‑help content; produce written knowledge articles in ServiceNow Knowledge.
• Learn and progressively apply Copilot Studio or an equivalent platform to help maintain and improve end‑user self‑service, including updating knowledge sources, refining prompts and topics, and reviewing analytics, with guidance and training.
• Help identify high‑volume or repetitive tickets and contribute ideas for improving self‑service and deflection through knowledge articles, guided steps, light automation, and AI‑assisted experiences where appropriate.
• Manage, execute, and document project work as assigned; contribute to continuous improvement initiatives.
• Track and report service desk trends such as top ticket drivers, repeat issues, and knowledge gaps, and recommend improvements to processes, documentation, and self‑service, including AI‑enabled improvements as they mature.

Skills

Customer service

Communication

Microsoft 365

Windows OS

Networking basics

Identity access

Troubleshooting

Mobile devices

Documentation

AI tools usage

Education

Equivalent education and certifications

Tools

ServiceNow ITSM

Microsoft Copilot Studio

Power Platform

Active Directory

Job description

Company Overview

Performance Contracting Group is a national employee‑owned specialty contractor that offers quality services and products to the commercial, industrial, and non‑residential construction markets. We are committed to recruiting, developing, and advancing employees from a diversity of backgrounds and experiences, as well as supporting a culture of safety and inclusiveness that allows you to contribute to your fullest potential. We place high value on training and professional development, encouraging you to broaden and strengthen your unique skill sets so you can fully realize your potential.

IT Service Desk Technician

PCG is seeking an IT Service Desk Technician for its corporate operations based in Lenexa, Kansas. Focused on delivering excellent customer support and timely resolutions. We're looking for someone who already uses AI tools in a meaningful way, such as speeding up troubleshooting, drafting clearer communications, and improving documentation, and is excited to grow into additional capability supporting AI‑enabled self‑service over time using Microsoft Copilot Studio.

Key Responsibilities

• Field incoming support requests via phone and ServiceNow ITSM; triage, prioritize, troubleshoot, and resolve Tier 1/Tier 2 incidents and requests.
• Maintain excellent records of work completed, including troubleshooting steps, tests performed, and final outcomes; ensure tickets meet internal documentation standards.
• Engage and update assigned tickets within internal SLAs; communicate status and next steps clearly to customers.
• Escalate advanced issues to appropriate support teams/resolver groups, providing clear handoff notes and relevant evidence.
• Support device, identity, and collaboration tooling per environment standards, including Windows, Microsoft 365, Entra ID or Azure AD, Teams, VPN, and mobile devices.
• Assist with access provisioning, password and account issues, onboarding and offboarding tasks, and basic endpoint troubleshooting.
• Create and maintain knowledge articles, standard work instructions, and user‑facing self‑help content; produce written knowledge articles in ServiceNow Knowledge.
• Learn and progressively apply Copilot Studio or an equivalent platform to help maintain and improve end‑user self‑service, including updating knowledge sources, refining prompts and topics, and reviewing analytics, with guidance and training.
• Help identify high‑volume or repetitive tickets and contribute ideas for improving self‑service and deflection through knowledge articles, guided steps, light automation, and AI‑assisted experiences where appropriate.
• Manage, execute, and document project work as assigned; contribute to continuous improvement initiatives.
• Track and report service desk trends such as top ticket drivers, repeat issues, and knowledge gaps, and recommend improvements to processes, documentation, and self‑service, including AI‑enabled improvements as they mature.

Basic Requirements

• 1–2 years of experience working support requests in an IT service desk or desktop support environment, or equivalent education and certifications.
• Exceptional customer service skills with strong written and verbal communication.
• Foundational understanding of Microsoft 365, including Office applications, and Windows operating systems.
• Foundational understanding of networking concepts, protocols, and equipment.
• Basic understanding of identity and access concepts, including Active Directory or Entra ID fundamentals and the server‑client relationship.
• Basic hardware and software troubleshooting ability, including validating resolutions through appropriate testing.
• Basic experience supporting and configuring mobile devices.
• Ability to document work completed in a coherent and professional manner and write clear technical documentation for non‑technical audiences.
• Demonstrated, practical use of AI tools such as Microsoft Copilot, ChatGPT, or similar to improve productivity and quality of support work across troubleshooting, documentation, and communications, along with willingness to learn additional tools and apply them responsibly.

Preferred Qualifications

• Experience supporting, configuring, or contributing to copilots in Microsoft Copilot Studio by working with knowledge sources, generative answers, topic tuning, and analytics, and strong interest in learning quickly.
• Exposure to Power Platform, including Power Automate, and interest in integrating light workflows and automation into support and self‑service experiences.
• Understanding of ITIL concepts for incident, problem, and change management, along with common service desk metrics.
• Basic understanding of security and privacy considerations for AI, including data classification, least privilege, and safe knowledge sourcing.
• Relevant certifications are a plus, such as ITIL Foundation, CompTIA A+ or Network+, Microsoft Power Platform Fundamentals, and Microsoft 365 Fundamentals.

Benefits

• Competitive pay
• Incentive bonus plan
• Employee stock ownership plan (ESOP)
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental, and vision insurance plans with flexible spending account option
• Life insurance, AD&D, and disability benefits
• Employee assistance program (EAP)
• Flexible paid time off policy and paid holidays

PCG provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

PCG is a background screening, drug‑free workplace. In accordance with the provisions of Tennessee Code Annotated (T.C.A.), Title 50, Chapter 9, PCG's Drug‑Free Workplace Program includes drug and alcohol testing as part of the hiring process and throughout employment, as applicable.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.