Service Desk - Temporary - Hire - Overland Park KS

SitusAMC • Overland Park, KS

3d • 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 computer systems, software, hardware, desktops, laptops, printers, and other peripherals. The employee responds to questions in person, by email, and over the phone; troubleshoots and resolves issues or escalates them as appropriate; documents incidents through resolution; and follows up with users. The position also supports software releases, preventative maintenance, training, and projects assigned by management. Work may require nights, weekends, overtime, reporting to another local office, and lifting technology equipment weighing up to 50 pounds.

The role requires a high school diploma or GED, or an equivalent combination of education and experience, and 2–4 years of relevant experience. The annual full-time base salary range is listed as $1.00–$1.00. SitusAMC offers PTO and paid holidays. Full-time employees are eligible to participate in benefit plans including medical, dental, vision, life, disability insurance, and a 401(k), subject to plan terms. Certain positions may also be eligible for a discretionary bonus.

Requirements

• High school diploma or GED, or an equivalent combination of education and experience.
• 2–4 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.
• Proficiency in basic network fundamentals.
• Exceptional written and oral communication skills and a customer-service mentality.
• Strong interpersonal skills, including rapport-building, listening, and questioning skills.
• Strong documentation skills and willingness to assist with documentation.
• Ability to work independently and as part of a team, with minimal supervision.
• Ability to research a wide range of computing issues and quickly absorb and retain information.
• Ability to explain ideas in user-friendly, business-friendly, and technical language.
• Strong time-management and prioritization skills, patience, thoroughness, and attention to detail.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Dependability, an excellent attendance record, and a cooperative, respectful approach in a team environment.
• Flexibility to work according to business needs, which may include nights, weekends, and overtime.
• Ability to operate a computer keyboard, mouse, and other computer components using hand and finger dexterity.
• Ability to physically handle and set up technology equipment, including lifting up to 50 pounds.
• May be required to report to a different local office as a normal and contemplated incident of employment.

Responsibilities

• Monitor the service desk system for incoming requests and resolve or escalate them as appropriate.
• Provide technical assistance for issues involving computer systems, software, hardware, desktops, laptops, printers, and other peripheral devices.
• Respond to users in person, by email, or over the phone, guide them through problem-solving, and follow up to confirm issues are resolved.
• Record, track, and document troubleshooting and resolution steps in service desk software, including decisions and actions taken.
• Escalate problems to higher-tier support groups or a supervisor when required.
• Use approved diagnostic utilities and FAQ resources to investigate and resolve problems.
• Perform troubleshooting 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 and conduct post-resolution follow-ups with end users and team members as needed.
• Alert management to emerging incident trends.
• Assist with software releases and rollouts in accordance with change-management practices.
• Follow site audit responsibility policies and procedures and handle confidential data responsibly.
• Continuously improve technical skills within 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 duties as assigned to meet the organization's needs.

Benefits

• Paid time off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k)
• Certain positions may be eligible for a discretionary bonus, subject to program guidelines, position eligibility, and management approval.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED