Support Analyst II

Jobtailor; Colwich (KS); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor in Kansas is seeking an experienced IT Helpdesk/Desktop Support specialist to assist end users with hardware, software, and network issues.

You will handle Windows and Microsoft 365 environments, with emphasis on professional customer service and prompt issue resolution in a mid-sized company setting.

Qualifications

• Resolve end-user issues with hardware and software.
• Experience supporting Windows and Microsoft 365.
• Basic networking, VPN, TCP/IP knowledge.
• Excellent customer service and problem-solving.

Responsibilities

• Resolve support requests via on-site visit, phone, or email.
• Support end-users with hardware, Windows, Office 365, AV/conferencing, printers, and network copiers.
• Troubleshoot network and wireless connectivity, including guest support.
• Identify trends and patterns in incidents and user needs for escalation.
• Maintain and execute routine hardware/software maintenance.
• Follow standard Support SOPs and keep logs of transactions and actions.
• Process end-user install/move/add/change requests.

Skills

End-user support

Hardware troubleshooting

Windows troubleshooting

Networking basics

Education

High school diploma or equivalent

College degree in related field preferred

Job description

Responsibilities

• Resolve support requests via office visit, telephone, or e‑mail in a prompt, effective and courteous manner.
• Support end‑users with various issues, including: Laptop & desktop hardware, Microsoft Windows operating systems, Microsoft 365/Office365, audio‑video conference technology, Apple and other mobile device platforms, printers, and network copiers.
• Network & wireless troubleshooting, including guest support.
• Identify trends in user behavior and incidents, researching patterns that should be further investigated.
• Maintain and execute recurring maintenance for hardware and software solutions.
• Follow standard Support operating procedures; maintain records of daily data communication transactions, problems, and actions taken.
• Complete end‑user install/move/add/change requests.

Requirements

• High school diploma or equivalent required
• College degree in related field preferred
• 3+ years’ experience supporting desktops at an organization of 100+ employees required
• Knowledge of basic computer hardware, switches, routers and wireless required
• Microsoft Windows client operating systems and related administrative tools experience required
• MS Office and Outlook experience required
• M365/Azure/Intra ID experience required
• Networking, VPN, TCP/IP, and general networking concepts required
• Management and support of cellular services preferred
• Must possess valid driver’s license with no restrictions

Core Competencies

Demonstrates expertise in supporting end‑users with hardware and software issues, including Microsoft Windows, Microsoft 365, and networking concepts. Proficient in troubleshooting and maintaining desktop environments in a medium to large organizational setting.