Service Desk Technician II - Onsite

Pape-Dawson; Overland Park (KS); In loco; USD 52.000 - 76.000; Tempo pieno

Descrizione del lavoro

Pape-Dawson in Overland Park, KS is seeking a Service Desk Technician II to provide advanced IT support across the organization. You will resolve escalated incidents, assist with Active Directory, and ensure reliable access to business applications and devices.

You will work with IT teams and vendors, document actions in our ticketing system, and communicate status to users. A minimum of 4 years in a service desk or desktop support role is preferred, with strong Windows 11, M365, and networking

Competenze

• Associate degree or equivalent IT experience.
• 4+ years in service desk, desktop, or technical support.
• Experience with Windows 11, Microsoft 365, and common business apps.
• Active Directory administration including user/group mgmt and password resets.
• Knowledge of Windows Server, DNS, DHCP, and basic networking.
• Familiar with TCP/IP, VPN, and connectivity troubleshooting.
• Experience with a ticketing system and clear documentation.
• Strong customer service, communication, troubleshooting, and time-management skills.

Mansioni

• Provide Tier 1 and Tier 2 support for hardware, software, Windows, M365, network, and business apps.
• Troubleshoot escalated incidents involving desktops, laptops, printers, and peripherals.
• Administer Active Directory accounts and objects; manage groups and passwords.
• Assist with Group Policy and account/policy issues; escalate complex changes.
• Perform routine Windows Server support, health checks, and patching assistance.
• Support file/print services, shares, permissions, and printer connectivity.
• Troubleshoot DNS, DHCP, authentication, and network resources.
• Support endpoint deployment, configuration, software installs, and asset tracking.
• Document work in the service management system and communicate status to users.
• Escalate incidents requiring specialized infrastructure or security teams.
• Contribute to knowledge articles and process improvements.

Conoscenze

Customer service

Communication

Troubleshooting

Time management

Formazione

Associate degree or equivalent IT experience

Strumenti

Windows 11

Microsoft 365

Active Directory

DNS

DHCP

TCP/IP

VPN

Ticketing system

Group Policy

Windows Server

Descrizione del lavoro

**Job Description:****Position Summary** The Service Desk Technician II provides advanced technical support to employees across the organization. This role resolves escalated incidents, supports user accounts and Windows environments, and helps maintain reliable access to business applications, devices, and services. The technician works with other IT teams and vendors to resolve issues and keeps users informed throughout the support process. **Key Responsibilities*** Provide Tier 1 and Tier 2 support for hardware, software, Windows, Microsoft 365, network connectivity, and business applications.* Troubleshoot and resolve escalated incidents involving desktops, laptops, printers, mobile devices, and peripherals.* Administer Active Directory accounts and objects, including creating and disabling accounts, managing groups, unlocking accounts, and resetting passwords.* Assist with organizational units, Group Policy, and other account or policy issues; escalate complex changes when appropriate.* Perform routine Windows Server support, including checking services and event logs, monitoring server health, and assisting with patching and maintenance.* Support file and print services, including shared folders, access permissions, and printer connectivity.* Help troubleshoot server-related issues involving DNS, DHCP, authentication, and network resources.* Support endpoint deployment, configuration, software installation, updates, and asset tracking.* Document work in the service management system, maintain accurate ticket notes, and follow incidents through resolution.* Communicate clearly with users about issue status, workarounds, and next steps.* Escalate incidents that require specialized infrastructure, security, network, or application support.* Contribute to knowledge articles, process improvements, and recurring issue analysis. **Required Qualifications*** Associate degree in Information Technology or a 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. **Preferred Qualifications*** Experience supporting Microsoft Entra ID, Group Policy, and working knowledge of the registry.* Familiarity with server monitoring, backup processes, patching, and access control.* Experience supporting virtual desktop or application delivery platforms such as Citrix.* Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent experience.* Experience supporting users across multiple locations or in a hybrid work environment.