Tier-I IT Service Desk Technician

Tier I IT Service Desk Technician

Summary
We are seeking a Tier-1 IT Service Desk Technician to provide proactive, high-level customer service to employees on a variety of technical and support issues including, but not limited to, company-provided computer systems, operating systems, LAN/WAN, printers, and application software.  This Technician will respond to employee inquiries, run diagnostic programs, install hardware and software, isolate problems, and then determine and implement a solution.

Responsibilities

• Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.
• Open and/or close work orders (via IT Service Desk software) on each call received.
• Escalate problems and requests as necessary to ensure positive resolution.
• Conduct research on relatively simple issues and escalate issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or Tier-2 Support.
• Create, modify, and/or delete user accounts per company policy and update appropriate documentation (e.g., account termination spreadsheet).
• Guide end users through troubleshooting procedures to restore technical service.
• Re-image workstations and laptops (using current image software) when required.
• Accurately document user issues and troubleshooting steps, test results, and resolution information within incidents and service requests.
• Maintain an increasing level of proficiency in hardware, software, networking, and other technologies supported by the IT Department.
• Participate in company technology projects as needed.
• Maintain an accurate record of hours spent on work orders and projects in the company’s time and accounting systems.
• Follow safety rules, guidelines, and standards for all projects.
• Participate in pre-task planning.
• Report any safety issues or concerns to Management.
• Maintain quality standards on all projects.

Requirements

• High school diploma or equivalent.
• 1 year or less of Help Desk-related experience.
• Experience with Microsoft operating systems at the level used in the company, as well as desktop and laptop hardware.
• Experience with Microsoft Office 365 products at the level used in the company.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity (e.g., Ethernet, TCP/IP, LAN/WAN, VPN).
• Solid understanding of Active Directory at the level used in the company.
• Solid understanding of mobile devices (e.g., iOS, Android phones, tablets).
• A valid driver’s license with acceptable violation history.

Preferred

• Associate’s degree in Information Systems or related field.
• A+ Certification.

This is a 6-month Contract-for-Hire opportunity with our Olathe, KS client.  Employee benefits include Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period.  No third-parties, please.