Tier-1 Service Desk Agent

Role Summary

Provide direct hands-on and remote IT support for internal employees across multiple business locations. This position serves as a primary point of contact for technical issues, balancing phone support, remote troubleshooting, and in-person deskside assistance. The focus is on delivering high-quality customer service while resolving hardware, software, and basic network issues, or escalating complex tickets to higher-tier engineering teams.

Logistics & Employment Details

• Position Type: Contract-to-Hire (6-Month Duration)
• Work Location: 100% On-site (Kansas City, MO)
• Work Schedule: Monday – Friday
• Work Authorization:

Core Responsibilities

• Deliver Customer Support: Assist internal end-users via phone, remote desktop sessions, and in-person deskside visits with a strong focus on clear communication and service.
• Troubleshoot Workstations: Diagnose and resolve hardware, operating system, and application issues on Windows 10 devices.
• Image & Deploy Devices: Prepare, image, configure, and deploy desktop and laptop hardware for new and existing employees.
• Configure Applications: Set up and troubleshoot Microsoft Office / Office 365 applications for end-users.
• Triage & Escalation: Manage incoming requests in the ticketing system, perform initial troubleshooting, and route unresolved issues to appropriate tier-2/tier-3 tech teams or system engineers.
• Support Network Access: Identify basic network connectivity issues involving local workstation equipment and protocols.

Required Experience

• Service Desk / Help Desk Experience: At least 1 year of hands-on technical support experience resolving hardware and software issues for workstation users.
• Windows Support: Direct experience supporting and troubleshooting Windows 10 operating systems.
• Ticketing Systems: Practical experience managing, tracking, and triaging issues within an enterprise ticketing system (ServiceNow preferred).
• Microsoft 365 Setup: Hands-on experience configuring and troubleshooting Microsoft Office / O365 applications.
• Communication Skills: Demonstrated strong interpersonal communication and customer service orientation.

Preferred Experience

• Elevated Knowledge: Basic Tier-2 level troubleshooting concepts or a strong desire to expand technical depth.
• Networking Knowledge: Understanding of fundamental networking protocols and local hardware setups.