Service Desk Technician II: Windows & AD Expert

Pape-Dawson; Overland Park (KS); On-site; USD 52,000 - 76,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Troubleshooting

Time management

Education

Associate degree or equivalent IT experience

Tools

Windows 11

Microsoft 365

Active Directory

DNS

DHCP

TCP/IP

VPN

Ticketing system

Group Policy

Windows Server

Job description

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