Service Desk - Temporary - Hire - Overland Park KS

SitusAMC

4d•Onsite

About The Position

SitusAMC is hiring an onsite Service Desk employee in Overland Park, Kansas, for a temporary-to-permanent opportunity. The role provides technical assistance and support for user questions and issues involving computer systems, software, hardware, desktops, laptops, printers, and other peripheral devices. Support is delivered in person, by email, or over the phone, and includes guiding users through troubleshooting and following up to confirm resolution. The position also covers service request tracking, escalation, equipment and application configuration, preventative maintenance, software rollouts, documentation, and assistance with projects and tier I staff. The employee may be required to report to a different local office as a normal and contemplated part of employment, and must be flexible to meet business needs.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Two to four years of relevant experience.
Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end-user-facing network configurations.
Experience with Microsoft client operating systems.
Extensive application support experience with Microsoft Office suites and Office 365 applications.
Working knowledge of software and hardware diagnostic tools.
Exceptional written and oral communication skills and a customer-service mentality.
Strong interpersonal skills, with a focus on rapport-building, listening, and questioning.
Strong documentation skills and willingness to assist with documentation.
Proficiency in basic network fundamentals.
Ability to work independently and as part of a team, with minimal supervision.
Excellent time-management skills and ability to prioritize.
Patience, thoroughness, and an innovative approach.
Flexibility to work as needed for business requirements, including nights, weekends, and overtime.
Dexterity to operate a computer keyboard, mouse, and other computer components.
Dependability, excellent attendance, and the ability to work cooperatively and respectfully in a team environment.
Ability to research a wide range of computing issues and quickly absorb and retain information.
Ability to present ideas in user-friendly, business-friendly, and technical language.
High self-motivation, strong attention to detail, and ability to prioritize and execute tasks in a high-pressure environment.
Ability to physically handle and set up technology equipment and lift up to 50 pounds.
Ability to report to a different local office when required as part of employment.

Responsibilities

Monitor the service desk system for incoming requests, resolve issues, and escalate them as appropriate.
Provide technical assistance for computer systems, software, hardware, desktops, laptops, printers, and other peripheral devices.
Respond to user queries in person, by email, or over the phone; guide users through problem-solving and follow up to ensure issues are resolved.
Escalate problems to higher-level tier groups or a supervisor as required.
Record, track, and document the troubleshooting process in service desk software, including decisions and actions through final resolution.
Use company-approved diagnostic utilities and Internet or intranet FAQ resources to help resolve problems.
Perform troubleshooting fixes remotely or in person, including installing and upgrading software, installing hardware, and configuring systems and applications.
Perform preventative maintenance, including checking and cleaning end-user devices and other IT equipment.
Test fixes to ensure problems have been adequately resolved.
Complete post-resolution follow-ups with end users and team members as required.
Alert management to emerging incident trends.
Assist with software releases and rollouts in accordance with Change Management best practices.
Adhere to site audit responsibility policies and procedures.
Handle confidential data responsibly.
Continuously improve technical skills in assigned areas of expertise.
Assist with training tier I support staff and their day-to-day operations as needed.
Assist with projects assigned by management and participate in company- and department-provided training.
Perform other activities as assigned by the manager.