Service Desk Technician

Description:
On-site 5 days/week in Overland Park, KS

Our client seeks an on-site support professional to provide hands-on and remote technical assistance across desktops, laptops, printers, peripherals, and common enterprise applications. The role will record and resolve incidents, perform installations and upgrades, support O365 and Microsoft client OS, assist with onboarding and device setup, and escalate as needed. The environment values independent work, sound documentation, and clear communication.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $18.00 to $22.50/hr. w2

JN -02

Responsibilities:

• Escalate problems to higher tier groups or supervisor as required.
• Record, track, and document problem solving steps in service desk software through final resolution.
• Apply approved diagnostic utilities to aid in troubleshooting.
• Use FAQ resources on Internet/Intranet to aid in resolution.
• Perform remote or in-person fixes including software and hardware installs, upgrades, and configurations.
• Perform preventative maintenance on end user devices and other IT equipment.
• Test fixes to ensure adequate resolution and follow up with end users and team members.
• Alert management to emerging incident trends.
• Assist in software releases and rollouts per Change Management practices.
• Adhere to site audit responsibility policies and procedures.
• Monitor the service desk queue, resolve or escalate requests.
• Provide technical support for systems, software, and hardware including desktops, laptops, printers, and peripherals.
• Respond in person, via email, or phone and guide users through problem solving. Follow up to confirm resolution.
• Handle confidential data responsibly.
• Develop technical skill sets within areas of expertise.
• Assist in training Tier I staff and support day-to-day operations as needed.
• Support project assignments from management.
• Participate in company and department training.
• Other activities as assigned by manager.

Experience Requirements:

• 2-4 years of relevant on-site technical support experience.
• Knowledge of advanced computer hardware including desktops, laptops, smartphones, and end-user network configurations.
• Experience with Microsoft client operating systems.
• Extensive support experience with Microsoft Office and Office 365 applications.
• Working knowledge of software and hardware diagnostic tools.
• Strong written and oral communication with a customer service mindset.
• Interpersonal skills focused on rapport building, listening, and questioning.
• Strong documentation skills and willingness to contribute.
• Proficient in basic network fundamentals.
• Self-starter who can work independently and as part of a team.
• Effective time management and prioritization.
• Patience, thoroughness, and innovation.
• Flexibility to work nights, weekends, and overtime as needed.
• Ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed with keen attention to detail.
• Ability to execute in a high-pressure environment.
• May be required to report to a different local office as part of normal duties.
• Ability to handle and set up technology equipment, including lifting up to 50 lbs.
• Professional, dependable, and cooperative presence in a team environment. Business casual dress.
• Experience with ServiceNow preferred. Jira acceptable.
• Experience with Active Directory and onboarding support.

Education Requirements:

• High School Diploma, GED, or equivalent combination of education and experience.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

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