Service Desk Technician II - Windows & AD Expert

Pape-Dawson; Overland Park (KS); Sur place; USD 50 000 - 75 000; Plein temps

Résumé du poste

Pape-Dawson Engineers in Overland Park, KS is seeking a Service Desk Technician II to provide advanced technical support to employees, resolve escalated incidents, and maintain reliable access to business applications, devices, and services.

You will work with IT teams and vendors, manage Active Directory, Windows Server basics, and Microsoft 365, while documenting work and communicating clearly with users.

Qualifications

• Associate degree in Information Technology or 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.

Responsabilités

• 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; escalte 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.

Connaissances

Active Directory

Windows 11

Microsoft 365

DNS

DHCP

Ticketing system

Customer service

Communication

Formation

Associate degree in Information Technology or related field

Outils

Microsoft Windows Server

Description du poste

Pape-Dawson Engineers in Overland Park, KS is seeking a Service Desk Technician II to provide advanced technical support to employees, resolve escalated incidents, and maintain reliable access to business applications, devices, and services.

You will work with IT teams and vendors, manage Active Directory, Windows Server basics, and Microsoft 365, while documenting work and communicating clearly with users.