Tier 2 Service Desk Engineer

papedawson; Overland Park (KS); On-site; USD 42,000 - 62,000; Full time

Job summary

Pape-Dawson Engineers seeks a Service Desk Technician II in Overland Park, KS to provide advanced user support, manage Windows environments, and resolve escalated incidents. You will work with IT teams and vendors to ensure reliable access to business apps and services.

You will handle AD accounts, Microsoft 365, hardware, and endpoint deployments, document work, and communicate status to users while following established ticketing processes.

Qualifications

• Requires an Associate degree or hands-on IT experience.
• Minimum 4 years in service desk/desktop support or similar role.
• Experience with Windows 11, Microsoft 365, and common business apps.
• Experience administering Active Directory including user/group management, password resets, and troubleshooting.
• General Windows Server knowledge including file sharing, DNS, DHCP.
• Basic networking concepts and connectivity troubleshooting.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware, software, Windows, M365, network connectivity, and business applications.
• Troubleshoot escalated incidents involving desktops, laptops, printers, mobile devices, and peripherals.
• Administer AD accounts and objects, including creating/disabling accounts, managing groups, unlocking accounts, and resetting passwords.
• Assist with OU, Group Policy, and policy issues; escalate complex changes.
• Perform routine Windows Server support, including services, event logs, health monitoring, and patching support.
• Support file and print services, including shared folders and permissions.
• Troubleshoot DNS, DHCP, authentication, and network resources for server issues.
• Support endpoint deployment, configuration, software installation, updates, and asset tracking.
• Document work in the service mgmt system; maintain ticket notes through resolution.
• Communicate issue status and next steps to users clearly.
• Escalate to specialized infrastructure teams when needed.
• Contribute to knowledge articles and process improvements.

Skills

Windows support

Active Directory

Microsoft 365 admin

Customer service

Documentation

Networking basics

Education

Associate degree in Information Technology or related field

Tools

Windows Server

Citrix (preferred)

Job description

Pape-Dawson Engineers seeks a Service Desk Technician II in Overland Park, KS to provide advanced user support, manage Windows environments, and resolve escalated incidents. You will work with IT teams and vendors to ensure reliable access to business apps and services.

You will handle AD accounts, Microsoft 365, hardware, and endpoint deployments, document work, and communicate status to users while following established ticketing processes.