Service Desk Technician I - IT

Henderson Companies•Lenexa, KS

About The Position

Position Summary: The Service Desk Technician I is the first point of contact for technical support within the organization. This role is responsible for providing Tier 1 support to end-users, resolving basic technical issues, managing IT assets, and contributing to internal documentation. They are customer-focused, detail-oriented, and eager to grow their technical skills in a fast-paced environment.

Requirements

High school diploma or equivalent required.
1 year of experience in technical support or service desk role preferred.
Foundational understanding of Windows OS, Microsoft Office, basic networking principles including office / home connectivity over wired and wireless networks, and common IT tools and concepts.
Experience with ITSM tools (e.g., ServiceNow, HALO, Jira Service Management).
Strong communication and interpersonal skills.
Ability to prioritize tasks and manage time effectively.
Demonstrates professionalism, reliability and integrity with respect to job requirements, exhibiting effective written and verbal communication skills.
Comfortable working with Microsoft Windows-based computers (laptops, desktops, peripherals) and basic network hardware.
Must demonstrate proficiency in all core competencies as described and characterized in this job description. Other duties as assigned
Ability to read, write and communicate in English.

Nice To Haves

Technical certifications (e.g., CompTIA A+, Network+) or other relevant technical training preferred.

Responsibilities

Respond to and resolve service desk tickets as assigned in a timely and professional manner, while providing a high-quality, consistent service experience within the defined Service Level Agreement (SLA).
Provide excellent customer service through phone, email, and in-person interactions.
Assist with desk moves, badge provisioning, and PPE equipment (i.e. hardhats, safety vests) distribution.
Support the reservation and set up of A/V and other meeting equipment. Perform password resets and basic account troubleshooting.
Install and configure software applications on user devices.
Diagnose and resolve basic hardware issues (e.g., peripherals, monitors, keyboards).
Support VDI (Virtual Desktop Infrastructure) connections and printer installations.
Assist with imaging and deployment of new devices.
Adhere to established IT policies, procedures, and standards, and makes suggestions to improve processes. Maintain accurate inventory of IT assets including laptops, desktops, and peripherals.
Tag new equipment with asset labels and update asset tracking systems.
Process RMAs (Return Merchandise Authorizations) for defective equipment.
Coordinate device upgrades and recycling of decommissioned hardware. Document and maintain end-user technical support articles for the proper use of hardware and software.
Provide coverage for early (7am) and late (6pm) shifts as needed to ensure coast to coast coverage
Availability after hours to address emergencies, outages and break-fixes
Availability to participate in occasional service desk maintenance windows occurring outside normal working hours
Occasional transportation of IT equipment (less than 50 pounds)
Occasional physical activity including ascending/descending ladders, positioning self under desks, working in IT closets, etc.
May occasionally travel to national offices (2-4 times/year)

Benefits

Flexible Work Hours (Because we all need to balance work and life.)
Casual Dress Code (Be yourself, please.)
Paid Volunteer Time (We literally pay you to volunteer.)
Paid Parental Leave (Because we know both parents deserve to be there for a new child.)
Health and Wellness Initiatives (Get Fit and Stay Fit.)
Receptive and Forward-Thinking Leadership (Our doors are always open.)
Clear Career Path Options (We want you to excel.)
Industry-leading 401K match and profit sharing (When the company succeeds, we all share in that success.)
Employee Stock Ownership Plan (Yes, our employees are the owners.)
Paid Training for Professional Development (We’ll pay for the time you take getting better at what you do.)
Performance Bonuses (When you do well, we reward you for your work.)
Comprehensive and Extensive Insurance (We’ve got you covered.)
Paid Term Life and Disability (We’ve got your family covered, too.)
Health Savings Account & Flexible Spending Accounts (We'll help you take advantage of tax savings.)
Paid Time Off and Sick Time off (Take a break. You deserve it!)
Financial Wellness & Coaching Program (Financial security makes you a happier team member.)