Helpdesk Technician (Tier I / Tier II Support)

Foresite•Overland Park, KS

10h•Onsite

About The Position

Foresite is looking for a Helpdesk Technician to deliver Tier I and Tier 2 technical support to our team. You’ll work closely with our IT leadership team to ensure there are reliable, secure, and standardized day-to-day IT operations across the organization. This position serves as the primary onsite IT presence and plays a critical role in maintaining operational efficiency, device readiness, and user productivity. What You'll Do: In this role, you’ll take ownership of the execution of end-user support, device lifecycle management, onboarding and offboarding workflows, and physical IT office support. In addition, you’ll be responsible for maintaining high-quality user experience while ensuring systems, devices, and processes follow established IT and security standards.

Requirements

1-3 years of experience in IT Support, Helpdesk or Technical Support
Strong troubleshooting and diagnostic skills
Experience supporting Windows, macOS, and mobile devices
Familiarity with SasS-based IT environments
Strong "customer-first" mindset with the ability to provide status updates that are proactive, transparent, and jargon-free.
Strong time-management skills with the ability to prioritize tasks based on their potential impact on business continuity and department-wide productivity.
Comfortable providing one-on-one "desk-side" coaching to employees on new software or hardware.
Ability to work in-office at least 3 days per week and as needed

Nice To Haves

Experience in the endpoint management platforms (Intune or MDM) and supporting cloud-first environments
Familiarity with identity and access management concepts
Experience using ITSM platforms
IT Certifications such as: CompTIA A+, Network+, Google IT Support or equivalent
Experience supporting a growing organization is highly valued

Responsibilities

Act as the primary point of contact for Tier 1 and Tier 2 support, resolving hardware, software, and network issues with a focus on empathy and efficiency.
Manage the ITSM ticket lifecycle from intake to resolution, ensuring all requests meet defined SLAs while maintaining meticulous documentation.
Troubleshoot a diverse tech stack including Windows/macOS, mobile devices, network connectivity, and peripherals (printers/conference room AV).
Provide seamless support whether the user is sitting right next to you or working across the country.
Execute standardized onboarding workflows, provisioning accounts, assigning role-based permissions, and deploying hardware to give new hires a world-class start.
Manage the offboarding process with precision—deactivating accounts, recovering assets, and ensuring data security protocols are strictly followed.
Support the daily health of our SaaS platforms (Google Workspace, M365, etc.) by managing licenses, MFA enrollment, and troubleshooting authentication hurdles.
Oversee the full device lifecycle using endpoint management tools like Microsoft Intune and Autopilot to ensure every laptop is secure, encrypted, and compliant.
Maintain an "audit-ready" inventory by tracking hardware assignments, applying asset tags, and coordinating warranty repairs or secure disposals.
Maintain the "physical" side of IT, ensuring conference room systems (displays, cameras, mics) and workstation setups are always functional and organized.
Act as a frontline defender of our security posture by verifying endpoint security controls and escalating suspicious activity or vulnerabilities to IT leadership.
Identify recurring technical "pain points" and trends, suggesting workflow improvements or documentation updates to prevent future issues.
Coordinate with external vendors for hardware replacements and specialized support services to ensure minimal downtime for the business.

Benefits

Comprehensive Health & Wellness: Robust medical insurance options to keep you and your family healthy.
Employer-Covered Insurance: We fully provide employer-paid Dental coverage, as well as Short-Term (STD) and Long-Term Disability (LTD).
Generous Time Off: We believe in a true work-life balance. You’ll start with 3 weeks of paid vacation, plus additional sick leave and paid company holidays to ensure you have time to recharge.
Growth & Mentorship: Access to world-class training and mentorship. We support your career trajectory, whether you’re looking to deepen your technical skills or move into leadership.
Impactful Work: Help protect global clients using the latest AI-enhanced security tools and GCP native technologies.

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