Help Desk Role

TEKsystems•Kansas City, MO

2d•$34 - $34•Onsite

About The Position

Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems. This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to obtain an (Interim Secret, Interim Top Secret). Because an active or interim DoD clearance is required, U.S. Citizenship is required.

Requirements

Active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to obtain an (Interim Secret, Interim Top Secret)
U.S. Citizenship
Help desk support
Help desk
Service desk
Troubleshooting
Active directory
Technical support
Phone support
Working knowledge of: Microsoft Windows 10/11
Working knowledge of: Microsoft 365 Suite
Working knowledge of: Active Directory
Working knowledge of: Exchange Online
Working knowledge of: VPN technologies
Working knowledge of: Remote support tools

Responsibilities

Troubleshoot and resolve issues involving: Windows operating systems, Microsoft 365 applications, Active Directory user accounts, VPN connectivity, Network access, Mobile devices, Printers and peripheral equipment
Create, update, document, and close tickets within the organization's IT Service Management platform.
Escalate unresolved incidents to appropriate Tier II, Tier III, or engineering teams while maintaining ownership and communication with customers.
Perform password resets, account provisioning, access management, and user onboarding/offboarding support.
Monitor ticket queues to ensure service requests are addressed within established SLA requirements.
Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions.
Support enterprise cybersecurity requirements by following established security policies and procedures.
Collaborate with internal teams to identify recurring issues and recommend process improvements.
Participate in shift rotations, after-hours support, or on-call activities as required.