Helpdesk Analyst I - (Kansas City)
About The Position
This role is for a Tier I IT Support Team member within the IT Support organization. The primary focus is on resolving employee IT tickets at a Tier I level, ensuring timely resolution or escalation according to team guidelines. The position requires maintaining concise documentation across multiple systems, providing excellent customer service in person, via messaging, and phone calls, and adapting to a dynamic corporate IT landscape. A proactive approach to problem-solving with minimal business impact is expected. The role involves working in the Kansas City, MO office to resolve in-person technical issues and other IT-related matters outside the ticket system, in addition to other duties as requested by the manager.
Requirements
- 5 or more years of experience
- Excellent customer service skills in an IT technical setting.
- Knowledgeable in all Microsoft products and Dell computer systems.
- Experienced in working with people face-to-face or over the phone.
- Experience in working in a fast-paced IT environment.
- Willingness to be flexible when things don’t go to plan.
- Able to work well with others within an IT team setting.
- Help desk support
- Troubleshooting
- Service desk
- Ticketing system
- Help desk
Nice To Haves
- Proactive approach to problem solving with minimal business impact or direction from IT Leadership.
Responsibilities
- Work on and resolve Tier I level tickets within the ServiceNow ticketing platform.
- Escalate IT Support tickets as needed or reroute tickets to other applicable departments.
- Maintain documentation for all user-facing materials, including ticket updates, knowledgebase articles, and other IT Support related materials.
- Provide a positive customer service experience whether in-person, via teams messaging or telephone calls with internal employees.
- Resolve in-person technical issues or other IT related issues outside of the ticket system.
- Handle all other duties as requested by their manager.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
