IT Support Specialist
About The Position
IT Support Analyst (JOB-4663) Location: Onsite – Kansas City, MO Terms: Contract with potential for extension or conversion to Contract-to-Hire Pay Rate: $25–$27 per hour (W2) Work Authorization: U.S. Citizen or Green Card Holder (W2 Only), per end client request Start Date: January 26 Capstone IT is hiring an End User Support Technician to provide day-to-day desktop and technical support for employees and contingent workers in a large enterprise environment. This is an onsite contract role in Kansas City, MO, with the potential to convert to contract-to-hire. The End User Support Technician will install, upgrade, and support computer equipment, handle imaging, setup, troubleshooting, and break/fix support for end-user devices, and resolve ServiceNow tickets. This role delivers hands-on and remote Tier 1 support with a strong focus on customer service, accurate documentation, and timely issue resolution within a structured enterprise IT environment.
Requirements
- High School Diploma or GED
- Working knowledge of computer hardware and operating systems
- Ability to troubleshoot and resolve technical issues
- Strong written, verbal, and listening communication skills
- Analytical, detail-oriented, and well organized
- Ability to work independently and collaboratively within a team environment
- Self-starter with the ability to manage assigned work and priorities
Responsibilities
- Provide technical assistance and issue resolution with strong emphasis on customer support, teamwork, urgency, and follow-through
- Image, configure, install, repair, upgrade, and maintain desktop and laptop computer systems
- Troubleshoot hardware and technical incidents to identify root cause and resolution
- Resolve tickets assigned individually or through a shared group queue, delivering timely customer support
- Provide in-person and remote technical support to end users
- Resolve tickets within the ServiceNow Support queue while meeting department specifications and SLAs
- Deliver high-quality customer service through detailed and accurate ticket documentation
- Perform inventory of devices and track assignments to individual users
- Assist customers with installation of new software packages in compliance with licensing requirements
- Perform new hire desk setups, including equipment deployment and connectivity
- Support office and department moves by reconnecting and validating equipment
- Partner with IT Service Owners to resolve complex or escalated issues
- Provide accurate information regarding IT products, services, and availability
- Follow up with customers and provide updates on request status
- Document resolution steps for recurring issues within the knowledge base
- Review and update outdated knowledge base documentation
- Participate in Problem Management and Change Management processes as required
- Provide Tier 1 audiovisual (AV) hardware troubleshooting
- Support on-site AV connections and presentation setup when requested
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
